Inovalon is looking to solve the problem of providing technical assistance to customers for their supported products, improving customer outcomes and economics in the healthcare ecosystem
Requirements
- Experience with MS Office Products
- Knowledge working with Problem Management, Records Management ticketing system (Salesforce)
- Experience with problem-solving
- Healthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred
- Experience with using and supporting Software as a Service (SaaS) is preferred
- Experience using multiple Operating Systems such as Linux and Windows a plus
Responsibilities
- Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools
- Contact and interface for customers regarding support, troubleshooting and problem resolution
- Resolve technical support issues for Inovalon supported products within identified timeframes with a focus on first call resolution
- Create knowledge articles to assist department in resolving known customer issues
- Document all activities with customers in CRM per defined process and procedures
- Resolve open cases within specified guidelines
- Elevate issues following escalation procedure timely and as appropriate
Other
- Minimum of 2 years' experience in customer service
- High School Graduate or General Education Degree (GED) is required
- Associate degree is preferred
- Travel for this position will include less than 5% locally usually for training purposes
- Sedentary work (i.e. sitting for long periods of time)
