Client Technical Analyst Tier 2, Patient Financial Clearance - Experian Health

Company Description

At Experian Health, our employees can shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

Our mission is to use data driven insights to simplify healthcare for all. Simply put, we want to make the healthcare system work better for us as consumers and for those who work in healthcare. Our ONE Experian Health culture is the centerpiece of making this happen. Our aspiration is to bring people together who are driven by purpose and want to make a difference.  We strive to have a diverse group of people and minds who are:

• OPEN: Have a growth mindset and collaborate often with others to make things happen
• NIMBLE:  Always embracing change and pushing the envelope on innovative ways to solve problems
• EFFECTIVE:  Accountable to themselves and to others

Job Description

This position has responsibility, for ongoing support of our clients, after Experian Healthcare products have been implemented.

This position will manage complex product issues that are escalated from internal teams and work directly with clients to resolution or coordinate resolution with our product owners and development resources. This position also has responsibility for ongoing support and education of our clients, along with documentation and workflow responsibilities to maintain and development. The product focus will be primarily related to Patient Financial Clearance, Collections Optimization and Contract Manager Suite but may expand to include new and other existing products as directed.

ESSENTIAL FUNCTIONS:

• Accepts initial client contact for support through different media channels, on-line support tickets, phone, email, and chat
• Logs all client contacts and issues
• Responsible for detailed first-level and second-level support, troubleshooting and problem resolution where possible
• Monitor system and product status and engage in corrective workflows
• Assigns and categorize support tickets, to appropriate functional areas
• Notifies clients of the status of their support tickets, within agreed to Service Levels
• Verifies support ticket closure and ongoing client communications
• Escalate complex issues to technical and product resources with the appropriate information to resolve
• Participate in and coordinate meetings for technical troubleshooting sessions with customers and internal teams
• Provides client status reports as needed and effectively via cases, email, chat, and phone

Qualifications

• 3-5 years’ experience specific to Customer Support and Customer Service. (combination of experience and education may be taken in to consideration)
• Experience with Experian's Patient Financial Clearance Required
• Excellent communication skills and ability to communicate clearly with technical, as well as non-technical clients is critical
• Ability to work in a fast paced multi product support environment
• Safeguarding sensitive information
• Highly analytical, intensive research and reconciliation skills required
• PC, Internet and Microsoft Office experience is a must
• Strong working knowledge of CRM platform (Salesforce), especially case management is a plus
• Experience working in a similar capacity in healthcare is desired, especially Revenue Cycle workflows
• Browser troubleshooting knowledge is helpful
• Willing/able to accommodate on call evenings and weekends on occasion

Additional Information

Culture at Experian

Our uniqueness is that we truly value yours.

Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on!

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family