Support Specialist II na Qualifacts

Job Description:

Responsibilities for the Support Specialist II

• Provide technical support to customers by researching and answering questions, troubleshooting problems, and optimizing software performance

• Provide outstanding customer service, including timely, concise, and accurate responses, and proactive customer issue management, while handling all customer requests in a professional, positive, and dignified manner

• Provide training and consultation

• Develop knowledge in other domain areas

• Begin working within additional service offerings (Live Chat, Concierge, Phone Line) and participating in NRR-based projects (LOE/SOW)

• Effectively communicate (verbal, listening, and written) with team, leadership, and customers

• Create a positive team environment with motivation and energy

• Gain and maintain the trust and confidence of team members by demonstrating integrity, accountability, and flexibility

• Utilize clearing house to process claims

• Work claims within a 24-hour time period

• Identify rejection trends and work towards reducing them for customers

• Work with managed care networks and insurance carriers to process claims

• Resolve moderate to high complexity/priority requests with consistent quality

Qualifications of the Support Specialist II

• Bachelor's degree, or High School diploma with relevant EHR/Software customer service or behavioral health agency; experience may substitute for an undergraduate degree

• 2 years of related experience

Knowledge, Skills, and Abilities of the Support Specialist II

• Ability to ask probing questions based on effective listening

• Is on time and prepared for meetings; can make advanced arrangements when they are not available

• Is able to own and deliver on commitments

• Can proactively assist teammates with request resolutions

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.