US-Client Services Spec
About The Position
R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration. As a Client Services Specialist on the Application Support team, your role will be to provide technical support and troubleshooting services for specific R1 applications that are critical to the financial goals and compliance responsibilities for the Revenue Performance Solution and Revenue Recovery services. In addition, the Client Services Specialist will be responsible for completing ad-hoc projects and assignments. This role will report to the Application Support Manager.
Requirements
- 1+ years of customer service experience
- Proven experience in working with at least one reporting based product (MS Excel, MS Power BI, Tableau, etc.)
- Proficient in Microsoft Word, Excel, Outlook, PowerPoint
- Excellent verbal and written communication skills
Nice To Haves
- Strong attention to detail and organization skills
- Ability to test, analyze, troubleshoot and isolate complex problems
- Experience working in a remote environment with a ticket-based system (Jira, Azure DevOps, ServiceNow, Salesforce)
- Service-oriented with demonstrated ability to maintain high levels of customer satisfaction
Responsibilities
- Resolve a queue of tickets submitted to Application Support by internal and external stakeholders
- Demonstrate advanced troubleshooting skills, logical analysis/research skills and complex problem resolution skills to effectively present issues with potential solutions or logical steps in resolving issues
- Write user stories with accurate acceptance criteria that will be used by development, to ensure that the stakeholder concern is effectively captured and addressed by the product owner
- Ensure responses to all support tickets, both internal and external, meet or exceed Service Level Agreements (SLA)
- Perform root cause analysis and investigation into incidents while maintaining ownership from first contact to ticket resolution
- Manage application configuration to ensure optimal levels of function, cybersecurity, and performance
- Create and maintain Standard Operating Procedure documentation
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
