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SalarySurescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.
Job Summary
The Associate Customer Support Analyst is responsible for providing customer and technical support to network connected participants and managing production transaction support issues & relationships. The Analyst is responsible for resolving issues relating to the transmission of electronic prescriptions, prescription benefits, clinical messaging, medical history and routing across the Surescripts network. Transaction issues include misrouted or missing prescriptions, misrouted or missing messages, and XML errors.
The Associate Customer Support Analyst will need to be process oriented and possess general business operational experience. Excellent communication skills are a must in order to collaborate successfully with internal and external customers.
Responsibilities
- Manage the processing of incoming cases to the Customer Support Team via both telephone and email to ensure courteous, timely, and effective resolution of issues. Regularly communicate case status updates to clients.
- Document all support information and actions in the internal case tracking system (SalesForce).
- Resolve customer issues, alone and through collaboration with Surescripts internal team and partner support personnel; escalate issues as needed.
- Own the customer experience and drive satisfaction as measured through customer satisfaction survey.
- Collaborate with Surescripts relationship managers to effectively manage priorities, issues, communications, partner expectations, and progress.
- Provide feedback to management on possible ways to improve product and processes.
- Contribute towards the development of a strong team environment by upholding high work standards.
Qualifications
Basic Requirements:
- Bachelor’s degree or equivalent experience
- 1+ years of experience in customer or technical support, preferably with transaction-based activities (XML or EDIFACT)
- Excellent customer service skills
- Solid documentation skills
- Strong written and verbal communication skills
- Detail-oriented with consistent follow up and prioritization abilities.
- Experience collaborating with internal team members to help solve customer issues.
Preferred Qualifications:
- Experience using a customer relationship management solutions and/or ticket management solutions such as SalesForce.com.
- Experience in the healthcare industry such as a pharmacy or clinical setting.
- Experience with supporting transaction systems; healthcare preferred.
- Experience supporting healthcare industry messaging standards (X12, HL7, EDIFACT, XML, etc.)
Keywords: Customer Support, technical support, troubleshooting, XML, Salesforce
#LI-HYBRID
Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .
What You’re Like
You’re an advocate with a customer-first mindset who will do whatever is needed to help your customers succeed. You play at the intersection of creativity and strategy. And while you like big ideas, you’re also grounded in good data, real market insights and measurable results.
What We’re Like
We’re a team of creatives and strategists who are customer obsessed. We value teamwork and innovation and strive to make a difference in healthcare by focusing on our customers. We’re storytellers and promoters who serve as champions for quality and customer experience. We take our work seriously, but we also know how to have fun.
What the Work is Like
Our challenge is dealing with competing priorities as we juggle long-term goals with short-term needs. To do this, energy and positivity is the name of the game. And we take time to both celebrate our accomplishments and learn from our missteps.
Why Wait? Apply Now
We’re a midsize company. This means you’re not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.
At Surescripts, base pay is one part of our Total Rewards Package (which may also include bonus, benefits etc.) and is determined within a range. The base pay range for this position is $59,900 - $73,300 per year. Your base pay may vary within or outside of this range depending on a number of factors, including (but not limited to) your qualifications, skills, experience, and location.
Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting.
Physical and Mental Requirements
While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.
Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.
