Customer Support Specialist

Healthcare Fraud Shield • Chesterfield, MO

6d

About The Position

The Customer Support Specialist develops expertise in the HCFSPlatform and provides timely, accurate, and professional support to customers through phone and email. The role includes troubleshooting customer issues, maintaining support documentation, completing assigned data-entry responsibilities, and collaborating with internal teams to support a positive customer experience.

The position also involves reviewing assigned news articles each business day against established business criteria and entering required information into designated software. The specialist maintains vendor reporting updates related to customer support cases and follows company privacy and security standards when handling protected health information and other confidential information. Client software training is not part of this role.

The position is based at Headquarters and is eligible for remote work, subject to the stated high-speed internet requirements. The company requires a minimum internet speed of 25 Mbps download and 5 Mbps upload; satellite internet is not allowed for this role.

Requirements

• Proven customer service experience, including resolving customer issues professionally and promptly.
• Analytical troubleshooting skills and a structured approach to problem solving.
• Ability to absorb complex technical information and explain it clearly to users without a technical background.
• Excellent verbal and written communication skills, with strong attention to tone, accuracy, and follow-through.
• Experience working within service-level agreements (SLAs), deadlines, and competing priorities.
• Ability to work effectively under pressure and use sound judgment when prioritizing customer needs.
• Strong attention to detail and data-entry accuracy, including the ability to review source articles and consistently capture required information in a software system.
• Advanced knowledge of web-based applications and Microsoft Office products, including Word, Excel, and Outlook.
• Ability to maintain discretion when handling protected health information and other confidential or sensitive information.
• High-speed internet for remote work, with at least 25 Mbps download and 5 Mbps upload; satellite internet is not permitted.

Nice To Haves

• Strong working knowledge of web-based applications.
• Experience in healthcare IT, clinical informatics, or healthcare Fraud, Waste and Abuse (FWA).

Responsibilities

• Develop and maintain extensive working knowledge of HCFSPlatform customer workflows and applicable support procedures.
• Respond to customer support questions and application issues by phone and email.
• Investigate, document, and resolve customer issues, escalating matters to appropriate internal teams when additional technical or product expertise is needed.
• Maintain accurate, thorough, and current documentation of customer interactions, troubleshooting, resolutions, and required follow-up actions.
• Monitor assigned support cases and provide timely updates and follow-up to ensure resolution within established service expectations.
• Identify recurring customer questions or product issues and recommend improvements to support processes, documentation, FAQs, and reference materials.
• Maintain and update software help content, release documentation, reference guides, and internal support resources; client training is not included.
• Review assigned news articles each business day, assess relevance against established business criteria, and enter required data into the designated software system.
• Complete vendor reporting updates for customer support cases, maintaining and submitting required case information, status updates, and resolutions by established deadlines.
• Collaborate with Client Engagement, Implementation, IT, and other internal teams to support customer needs and resolve issues.
• Comply with company privacy and security standards.
• Use or disclose protected health information only as permitted or required by law and company policy.
• Handle confidential and sensitive information discreetly and securely.
• Perform other duties as required.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement savings with employer match.
• Vacation and sick paid time off.
• Seven paid holidays and two floating holidays.
• Paid maternity and paternity leave.
• Disability and life insurance.
• Flexible Spending Account (FSA).
• Employee Assistance Program (EAP).
• Free on-site fitness center for local employees.
• Professional and career development initiatives.
• Remote work eligibility.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed