Tier II Customer Support Representative, I/DD

Change.org, PBC; Washington (District of Columbia); Remote; USD 50,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Tier II Customer Support Representative to join their remote team. This role involves providing exceptional software support to clients in the I/DD sector, ensuring timely and professional resolution of issues. You will leverage your extensive customer service experience and analytical skills to navigate complex workflows and assist clients effectively. In this dynamic position, you will play a crucial role in enhancing user satisfaction while contributing to team projects and training initiatives. If you are passionate about making a difference in the healthcare technology space, this opportunity is perfect for you.

Benefits

Competitive Health Plans

Paid Time-Off

Company Paid Holidays

401K Retirement Program

Company Sponsored Programs

Qualifications

• 5+ years of customer service experience in software support.
• Proven ability to analyze and resolve complex issues efficiently.

Responsibilities

• Provide advanced software support to IDD clients efficiently.
• Investigate and resolve customer inquiries and issues.

Skills

Customer Service Skills

Analytical Skills

Problem-Solving Abilities

Communication Skills

IT/Healthcare Experience

Billing Experience

Interpersonal Skills

Attention to Detail

Education

College Degree (Healthcare Administration/Public Health)

Tools

Microsoft Word

Microsoft Excel

Adobe

PowerPoint

TFS

Job description

Sandata Technologies, now part of HHAeXchange, is the pioneering force in home and community-based care, consistently leading the way with innovative technology solutions. The Sandata software solution has been implemented by thousands of homecare and I/DD agencies nationwide, is leveraged by national MCOs, and has been selected by numerous state Medicaid agencies to ensure their compliance with the federal mandate to implement Electronic Visit Verification (EVV).

Sandata Technologies, an HHAeXchange company, is hiring a Tier II, I/DD Customer Support Representative. This position is responsible for providing advanced software support to our IDD clients through the courteous, efficient, accurate processing of client issues and requests in a timely and professional manner. Our support specialists assist our IDD clients with browser support, navigating through client and staff scheduling, plan of care documentation, staff compliance, visit verification and electronic and manual billing including remittance review.

This position is remote, and available only to candidates that currently reside in the New York City, Washington DC, and Minneapolis Metro Areas.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Use expert questioning and listening skills to identify, research and resolve customer issues and requests.
• Investigate, reproduce, and define issues based upon ticket information, customer input, and relevant documentation.
• Deliver effective and timely resolution to a range of customer inquiries.
• Document all customer inquiries by opening a ticket and recording subsequent communications.
• Provide timely follow-up to both internal and external customers for issues not immediately resolved.
• Apply the elements of building positive rapport and proper etiquette with different types of customer personalities.
• Maintain knowledge base with the changing catalog of services and products that Sandata provides, as well as State and Federal regulatory requirements.
• Proactively manage ticket aging and trending.
• Display flexibility towards work schedule.
• Assist in creating and presenting training materials for Tier I and Tier II representatives.
• Provide feedback to representatives regarding ticket management and workflow processes.
• Manage workload, workflow, and productivity to maximize efficiency.
• Participate in Sandata’s client outreach program.
• Support team projects as they may occur to enhance the quality or efficiency of support.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel up to 10%.

Required Education, Experience, Certifications and Skills

• College degree preferred (Healthcare Administration/Public Health).
• 5+ years’ electronic billing experience (Medicaid/Medicare highly preferred).
• 5+ years’ customer service/call center experience in software support.
• 5+ years’ IT/Healthcare related experience.
• Billing and/or Accounts Receivable experience.
• Medical Coding/Billing Subject Matter Expert.
• Ability to learn and understand complex workflows related to the healthcare industry.
• Ability to move quickly from project to project with attention to detail and accuracy.
• Ability to trend data, create, and deliver training.
• Proven ability to “divide and conquer” complex problems, then document and communicate solutions.
• Superior customer service skills.
• Strong interpersonal skills with the ability to work independently and in a team environment.
• Strong analytical and problem-solving abilities.
• Above-average written, verbal, and listening communication skills.
• Strong systems navigation skills.
• Skilled in Word, Excel, Adobe, PowerPoint, TFS and other web-based tools.
• Experience with computer hardware setup, connectivity troubleshooting, and desktop support a plus.

The base salary range for this US-based, full-time, and exempt position is $50,000 -$55,000. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.