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TIER 1 Client Support Analyst

Paramus, NJ

POSITION OVERVIEW & RESPONSIBILITIES:

Tier I CSAs (Tier 1 Client Support Analysts) are responsible for efficient, accurate, and friendly delivery of support services to ADS Clients. This is the ideal job for an entry level IT professional wishing to enter into the dynamic field of Healthcare IT – or for the medical practice individual who would like to work in the Healthcare IT field.

This position is based out of the Paramus, NJ, office headquarters and does not require travel. The CSAs are required to be a part of on-call rotation and carry a cell phone 1 week every 2-3 months. Four shifts are staffed: 8:00AM-5:00PM, 8:30AM–5:30PM, 9:00AM-6:00PM, & 9:30AM-6:30PM.

A Tier I CSA's (Tier I Client Support Analysts) role is responsible for resolving customer questions, pro-actively informing clients of problems or potential problems, and actively monitoring client accounts and payer responses. The Analyst is responsible for supplying clients with knowledgeable responses to phone or email questions and helping the client resolve issues.

 

BASIC QUALIFICATIONS:

  • Minimum 1-3 years experience in Healthcare industry, preferably in training/implementation of PM or EMR systems. Understanding of clinical business processes in the clinic, physician practice, hospital or post-acute setting is preferred
  • Positive attitude, highly motivated, and conscientious employee
  • Prior experience working as a Client Support Analyst in a busy technology call center or related experience (scheduling in a medical environment, medical billing experience, or month end AR balancing or collections) preferred
  • Strong communication skills, both oral and written
  • Associate’s Degree required or equivalent experience
  • Ability to build strong relationships with clients
  • Excellent people skills
  • Ability to multi-task and excel in a fast-paced environment
  • Ability to be self-sufficient
  • Ability to pay attention to details
  • Ability to meet deadlines
  • Ability to deal with stressful situations
  • Ability to manage customer expectation while on-site
  • Display dependable, punctual, and professional demeanor
  • Must be client service-oriented
  • Working knowledge of Windows and Proficient in Word, Excel, PowerPoint, SharePoint and web meetings
  • Significant experience troubleshooting proprietary software
  • Possess strong problem solving skills
  • Strong organizational and excellent follow-up skills
  • Ability to work independently as well as in a team environment
  • Maintain a positive attitude
  • Preferred experience troubleshooting medical software solutions
  • Working knowledge of medical billing and/or medical accounts receivable

 

JOB RESPONSIBILITIES MAY INCLUDE, BUT ARE NOT LIMITED TO:

  • Answer telephone support line
  • Answer email support questions
  • Create support issue tickets
  • Close support issue tickets
  • Provide product training
  • Address and resolve Client’s ADS application technical issues using independent judgment
  • Use technical skill to resolve complex issues with client’s database, software applications, technical configurations, etc.
  • Respond to all assigned support tickets in less than 2 hrs by telephone
  • Maintain average ticket resolution less than 2 days
  • Manage call queue and make sure follow-ups are timely
  • Resolve and close all tickets with clients approval
  • Maintain 98% good/excellent client satisfaction surveys
  • Meet and/or exceed of client support goals set by Sr. Management
  • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with clinical application, hardware, software, networking, and other computer- related technologies
  • Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Level II, Supervisor, or technical staff
  • Log and track calls using problem management database, and maintain historical records and related problem documentation
  • Identify and escalate situations requiring urgent attention
  • Ability to demonstrate the ability to exercise appropriate judgment when assessing the needs of the client
  • Experience in a high call volume environment (25 + calls per day at a minimum)
  • Experience handling concurrent or multiple tasks efficiently
  • Analyze and independently identify problems within the software, a client’s data, the knowledge-base, or operating system
  • Exercise independent judgment to determine the appropriate course of action to be taken based on the analysis performed and all possible solutions
  • Use discretion and determine independently whether or not a client requires training on the use of the software and determine if such training is billable or not, even if it exceeds the client’s time guidelines
  • Document all analysis and actions for all Support calls. This data is used by management to determine resource requirements and allocations, software enhancements necessary, client training curriculum, and other factors critical to company’s operation
  • Provide consulting advice to clients and management
  • Provide input to short term plans, i.e. action plans to resolve major client problems
  • Represent the company in handling client complaints, resolving grievances, etc.

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