Tech Stack

Description

You will lead a team providing technical product support, handling escalated issues, managing queues, and coaching team members to improve troubleshooting skills and case quality. Your work ensures high service standards and contributes to the success of healthcare data solutions.

Requirements

• 5+ years in call center environment
• 2+ years healthcare IT or medical billing experience
• 1+ year as Technical Support II or III in Provider BU
• Healthcare EDI knowledge (ANSI 835, 837, 270/271)
• Experience with Salesforce and SaaS

Responsibilities

• Assist team members with difficult technical issues and provide training
• Ownership of assigned Salesforce queues
• Monitor phone/email queues to meet service standards
• Perform QA sessions and coach team members on case quality
• Manage customer escalations and coordinate communications for outages/releases