Client Engagement Specialist

Department: Customer Management

Employment Type: Full Time

Location: Headquarters

Description

We are looking for someone to provide Customer Service support as needed via phone, web-based and/or email.

Key Responsibilities

• Develop an extensive working knowledge of the FWAShield product suite
• Design, develop and maintain job aides: FAQs, reference sheets, manuals, etc.
• Maintain and update software help manual and release documents
• Provide end-user application support (end user support requires access to customer data which includes protected health information) provide Customer Service support as needed via phone, web-based and/or email
• Understands and complies with all company Privacy and Security standards
• Employee may not use or disclose any protected health information, except as otherwise permitted, or required, by law
• Analyze daily news articles and accurately input relevant data into the software
• Perform other duties as required

Skills, Knowledge and Expertise

• A good working knowledge of web applications is essential to this role. Experience in healthcare IT, clinical informatics, or Healthcare Fraud, Waste and Abuse (FWA) is strongly desired.
• Analytical troubleshooting skills and approach to work
• Ability to absorb complex technical information and communicate the information clearly
• Excellent communication skills (both verbal and written)
• Excellent problem-solving skills
• Experience working on SLAs and deadlines
• Proven customer service skills
• Ability to work under pressure
• Ability to explain technical elements in a manner easily understood by those without a technical background
• Advanced knowledge using web-based applications
• Advanced knowledge of Microsoft Office products – Word, Excel, Outlook, PowerPoint
• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management

Benefits

• Medical, Dental & Vision insurance
• 401(k) retirement savings with employer match
• Vacation and sick paid time off
• 8 paid holidays
• Paid maternity/paternity leave
• Disability & Life insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Free on-site fitness center (for local employees)
• Professional and career development initiatives
• Remote work eligible

Remote Work Requirements

• Must have high speed Internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.

Healthcare Fraud Shield is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.