Customer Support Analyst

This position is responsible for the ongoing relationship management and service delivery in support of AJRR's participants. This includes leading the onboarding process for organizations to submit data to the Registry and providing the ongoing support required to ensure the consistent and accurate submission of data. Responsiblities also include first level support for the software applications used by participants to submit, review, and/or collect data, the ongoing monitoring of data quality for assigned organizations, and the associated data entry tasks to support and maintain organizational data.

DUTIES AND RESPONSIBILITIES:

  • Develop relationships with participants and manage participants to ensure submission of timely and accurate data; provide guidance and instruction on data submission requirements, and assist in finding ways to ensure compliance while providing excellent service
  • Project manage the customer onboarding process including support for account setup, data mapping activities, data submission methods and approach, test data file submission, and live data submission within established service level agreements
  • Perform data file reviews, edits, and error correction based on established guidelines in support of ongoing data submission
  • Research, resolve, and provide follow up for moderately complex problems with customer data submission; responsible for timely escalation of more complex issues to a senior team member
  • Respond to support requests submitted by both internal and external stakeholders which may include the identification of, gathering, and delivery of accurate/current customer support materials (such as help guides, specifications, etc)
  • Host webinars and/or other customer facing engagement meetings to facilitate the sales process, customer onboarding, and/or issue resolution activities for existing participants
  • Prepare and disseminate reports as requested and/or defined by service level agreements pertaining to data submission, data quality, and/or general participation
  • Perform data entry and/or data cleansing tasks as required
  • Accurately log incoming support requests and interactions and perform timely and proactive follow-ups using the customer support tool (SalesForce); maintain customer account records and ensure information is up-to-date
  • Create and send invoices; participate in accounts receivable and collection processes
  • Perform other duties as assigned by the Manager, Data Services Implementation & Support

EDUCATION:

  • BS degree in technology or health care related field

WORK EXPERIENCE:

  • 1-3 years of experience working in a health care technology environment
  • 2-5 years of experience working in a customer support role including utilization of a helpdesk support tool such as SalesForce, Zen Desk, Jira Service Desk, etc.
  • Participation in the implementation and ongoing support of a software application(s) for small to enterprise level clients
  • Hands-on experience with application maintenance and support processes including issue identification, troubleshooting and resolution; this includes the ability to research and analyze data to address operational challenges and customer service issues
  • Knowledge of health care industry nomenclature and practices
  • Demonstrated data analysis and problem solving skills; knowledge of databse concepts such as SQL and data management processes
  • Proficiency with Windows operating system, MS Office applications, and navigating and using web technologies
  • Knowledge of HIPAA and patient confidentiality practices, policies, and procedures
  • Experience defining reporting requirements and developing reports utilizing tools such as Excel and SalesForce
  • Demonstrated ability to maintain relationships and provide excellent customer experience
  • Proven ability to problem solve, multi-task, work independently to resolve issues, and take full ownership and accountability for work assignments

 

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The Register

June 2017

June Register 2017

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The Register

June 2017

June Register 2017

Read Online