Tier 1 Client Technical Representative - Health (Remote)

Experian • Costa Mesa, CA

5d • Remote

About The Position

As the Tier 1 Client Technical Representative, you will report to Experian Health. You will manage complex issues escalated from our teams related to the Patient Access Curator suite of products. You'll have opportunity to: Work with payers, trading partners, internal Experian Health technical teams, and our clients to resolve issues. Troubleshoot issues related to the Patient Access Curator platform. Troubleshoot complex payer issues. Small to medium size project management and oversight. Manage a large caseload of issues and questions escalated from Customer Support, and Relationship Management in Salesforce. Work with clients through support cases, email, and telephone and meet with them to resolve issues. Determine the severity and scope of issues, inquiries, and requests. Manage and troubleshoot client and user payer configurations. Experian support is a 24/7 365 responsibility. Flexibility is essential, as there may be a need for evening, overnight, and/or weekend availability.

Requirements

• 2+ years experience in the healthcare IT industry
• Experience with healthcare EDI transactions and ANSI X12 message structure (270/271)
• Analytical with Experience providing detailed troubleshooting and resolutions to users
• Flexibility to manage unforeseen situations outside of the agent's control.
• Patience in handling repetitive customer support issues.
• Prioritize and differentiate important tasks from urgent ones.
• Build relationships: engage and establish trust/credibility with important partners across all levels of the customer organization

Nice To Haves

• Bachelor's degree in business, healthcare management, or a related field is beneficial

Responsibilities

• Manage complex issues escalated from our teams related to the Patient Access Curator suite of products.
• Work with payers, trading partners, internal Experian Health technical teams, and our clients to resolve issues.
• Troubleshoot issues related to the Patient Access Curator platform.
• Troubleshoot complex payer issues.
• Small to medium size project management and oversight.
• Manage a large caseload of issues and questions escalated from Customer Support, and Relationship Management in Salesforce.
• Work with clients through support cases, email, and telephone and meet with them to resolve issues.
• Determine the severity and scope of issues, inquiries, and requests.
• Manage and troubleshoot client and user payer configurations.

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level