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SalaryMedeAnalytics is a leader in healthcare analytics, providing innovative solutions that enable measurable impact for healthcare payers and providers. With the most advanced data orchestration in healthcare, payers and providers count on us to deliver actionable insights that improve financial, operational, and clinical outcomes. To date, we've helped uncover millions of dollars in savings annually.
Under general supervision, SeniorClient Support (CSS) Specialist will provide technical and network problem resolution to end-users (customers, internal and external) by performing a question diagnosis and analysis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
The Senior CSS is expected to provide innovative solutions for complex tasks, clearly document solutions, provide basic learning to other team members and develop/maintain standard operating procedures for use by the Client Support team. The ideal candidate will be able to take initiative, carry various deliverables to completion simultaniously and have a solid understanding of network and engineering tools as they relate to Client Support.
Essential Duties and Responsibilities:
- Engage with clients to offer analysis addressing their inquiries, concerns, and requests regarding computer products and services; guaranteeing the system delivers anticipated design outcomes
- Collect customer data and identify issues by assessing and analyzing the system
- Deliver service and support to end-users using automated call distribution phone software
- Collaborate with internal team members to address client concerns, identifying and escalating priority issues based on client specifications
- Ensure comprehensive documentation of system requests and adhere to standard processes and procedures while delivering innovative resolutions and options to the team. Concurrently, undertake the creation and maintenance of Standard Operating Procedures (SOPs) to optimize operational efficiency
- Utilize analysis to propose alternative design solutions when applicable, aiming to streamline processes effectively
- Effectively structure and convey ideas through both verbal and written communication, tailored appropriately to clients and situational needs
- Remain up-to-date with system information, alterations, and updates
- Offer an adequate level of assistance for tasks that are more intricate and challenging
- Revise internal databases by incorporating details concerning technical issues and valuable interactions with customers
- Provide support, mentorship and training to junior level customer support personnel
- Manage project initiatives and carry to completion
This role participates in a on-call roatation
This job description reflects management's assignment of essential functions. Flexibility is a necessary understanding with the natural growth of MedeAnalytics, and deviation/delegation of tasks will be presented as necessary.
Education, Experience, and Required Qualifications:
- 5+ years progressive IT administration and experience as a customer Support Specialist
- Knowledge of healthcare and/or data analytics industry preferred
- Excellent communication and problem-solving skills
- Advanced MS Office Suite user
- Advanced user of Salesforce, Jira and Zoom services
- Advanced understanding of FTP files structure and programs (FileZilla)
- Ability to multitask
- Patience when handling tough cases
- Critical thinking and problem-solving skills
- Teamwork and collaboration skills
- Ability to learn while working and experiencing difficult cases
Benefits Include:
- Great Medical, Dental, Vision benefits - Effective on the first of the month after your start
- Company paid Basic Life & AD&D Insurance, STD/LTD
- ROBUST Employee Assistance Program (EAP)
- 401k with Company Match
- 9 paid holidays AND 3 floating holidays = 12 total!
- Paid Time Off (PTO) Accrual
- Employee Referral Bonus
- Professional Development
- and more!
MedeAnalytics believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $50,000 – $60,000USD. Please note that actual compensations for all roles may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, relevant work experience, professional achievements/qualifications, skill level, business need, location and will be finalized at the time of offer.
We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
** At this time we are not able to offer sponsorship or take over sponsorship to candidates who are not eligible to work in the country where the position is located.
At MedeAnalytics we deeply value each and every one of our committed, inspired and passionate team members. If you're looking to make an impact doing work that matters, you're in the right place. Help us shape the future of healthcare by joining #TeamMede.
MedeAnalytics does not utilize any outside vendors/agencies. Please no unsolicited phone calls or invites.
At MedeAnalytics we deeply value each and every one of our committed, inspired and passionate employees. If you're looking to make an impact doing work that matters, you're in the right place. Help us shape the future of healthcare by joining #TeamMede.
