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Customer Support Analyst I

February 21, 2022

Remote

Job Description:

Are you an exceptional communicator and love to help customers? Do you enjoy teaching and training in a technical environment? Do you have knowledge of the health-care industry? Do you thrive in a fast paced, busy environment? If you are a tech-savvy healthcare provider, a good problem-solver and love to help people have an amazing customer experience, this role may be for you.

Complia Health has 25+ years of experience making home health and hospice operations run more efficiently and drive higher revenues in this highly competitive space. When our software is in place, the quality of health care experience delivered improves for patient and caregivers.

We strive to enable our customers’ success and it is people like you that make it possible; people who look at problems differently, people who understand the challenges of information systems and people who are passionate about what they do. Our company is growing, and some very exciting things are ahead for us this year – we hope you can join us.

Summary:

The Customer Support Analyst I responds to incoming customer inquiries on all functional areas of the application including scheduling, client intake, admission records, payer setup, payroll, billing, cash applications, clinical management and point of care. The Customer Support Analyst I manages the customer request from initial contact to successful resolution. This position is also responsible for answering customer questions regarding use of the product and aligns product use to best practice processes for home healthcare, hospice, private duty and staffing agencies.

Essential Duties and Responsibilities:

  • Answer live calls and respond to incoming tickets via the customer relationship management tool.
  • Research and resolve level 1 issues with proactive customer communication.
  • Accurately maintain the ticketing system with research, communication, and resolution details.
  • Proactively learn and maintain a working knowledge of new features and other product platforms.
  • Maintain a working knowledge of industry/CMS regulations and general billing rules.
  • Follow established workflow and processes for troubleshooting and researching customer issues.
  • Assist with other tasks as required.

Knowledge, Skills and Abilities:

  • Healthcare industry knowledge with previous agency exposure to operations/billing preferred.
  • Excellent customer service skills and the ability to establish positive relationships quickly.
  • The ability to learn new concepts quickly and apply them appropriately.
  • Strong written and verbal communication skills.
  • Strong analytical skills and reasoning ability, with proficient problem-solving capabilities.
  • The adaptive capacity to maintain effectiveness with different tasks, responsibilities, and individuals.
  • A “team player” attitude, with active participation in team effectiveness efforts.
  • Familiarity with Software as a service (SaaS) concepts.
  • Proficiency with the full Microsoft Office suite of products.

Qualifications:

  • Bachelor’s degree or equivalent experience.
  • Excellent customer service skills
  • Strong computer skills
  • Experience in daily activities of a healthcare agency, either operational or clinical

Thank you for your interest in Complia Health! Only shortlisted candidates will be contacted.

Complia Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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