Overview: The Technical Product Support Analyst I will be responsible for responding to inbound customer requests (phone, email, chat) to provide technical assistance on ComplexCare Solutions Network’s supported products. This position will provide support for application software, operating systems and integrated 3rd party products to customers and vendors. Manages progress toward resolution and documents customer communication throughout the “life-cycle” of a reported issue.
Duties and Responsibilities:
- Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools;
- Contact and interface for customers regarding support, troubleshooting and problem resolution;
- Resolve technical support issues for ComplexCare Solutions supported products within identified timeframes with a focus on first call resolution;
- Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;
- Document all activities with customers in CRM per defined process and procedures;
- Resolve open cases within specified guidelines;
- Elevate issues following escalation procedure timely and as appropriate;
- Maintain compliance with ComplexCare Solutions policies, procedures and mission statement;
- Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
- Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.
Job Requirements:
- Minimum of 1 year of experience in customer service;
- Experience multi-tasking in a fast paced, detail-oriented environment;
- Experience working independently;
- Experience working with cross-functional teams;
- Experience in a call center environment, Healthcare IT industry with high volume of transactions is preferred;
- Software Technical Support experience is preferred;
- Healthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred;
- Knowledge working with Problem Management, Records Management ticketing system is preferred;
- Experience using CRM Software is preferred;
- Experience with MS Office Products is preferred; and
- Experience handling confidential information is preferred.
Education:
- High School Graduate or General Education Degree (GED);
- Bachelor’s degree is preferred.
Physical Demands and Work Environment:
- Sedentary work (i.e. sitting for long periods of time);
- Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
- Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
- Subject to inside environmental conditions; and
- Travel for this position will include less than 5% locally usually for training purposes.
ComplexCare Solutions Offers a Competitive Salary and Benefits Package
In addition to the base compensation, this position may be eligible for performance-based incentives.
The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At ComplexCare Solutions, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Base Compensation Range
$15.63—$20 USD
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.
By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.
ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.
The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.
To review the legal requirements, including all labor law posters, please visit this link
What We Do
ComplexCare Solutions is a leading provider of Member Engagement and Health Information Management services for health plan networks nationwide. Our goal is to engage members, collect comprehensive patient data, and implement personalized care plans that drive real change and bring patients closer to their desired outcomes.
With decades of experience working with health plans of all sizes, we understand the challenges faced by your business in the ever-evolving healthcare landscape. Our team possesses a profound understanding of your needs and is committed to helping you achieve your goals. Our modular services seamlessly integrate with your health plan's operations throughout the entire care management continuum. By partnering with us, you can ensure compliance, receive appropriate reimbursements, reduce healthcare costs, and enhance member satisfaction and care quality.
We serve a diverse range of members, including Medicare Advantage, Medicaid Managed Long-Term Care, Dual-Eligible, Managed Medicaid, Commercial ACA, and General Commercial Populations. As an ACAP-endorsed organization, we extend our assessment and care management services across the United States.
Key Services:
Member Engagement: We offer in-home health risk assessments, annual wellness visits, health screenings, support for vaccine adherence, continuity of care, and CAHPS surveys. Additionally, we provide over-the-phone outreach coordination for comprehensive member engagement.
Health Information Management: Our experienced medical coders specialize in medical record retrieval for retrospective risk score accuracy and HEDIS® reporting. We offer various collection methods tailored to your organization's preferences, including clinical data extraction, remote EHR access, onsite data collection, and record requests.
Choose ComplexCare Solutions as your trusted partner to enhance member engagement, optimize health information management, and achieve your healthcare objectives
.png)
