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Client Support Consultant
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Overview:
Requirements/Qualifications:
The Client Operations Team at HealthEdge proactively helps our customers understand and optimize the value customers receive from HealthEdge products and services. The Client Support Consultant is a key member of that function and a part of our Client Operations team. This role focuses on initial customer inquiry processing, accurate case routing, and administrative support for our HealthEdge Source platform.
HealthEdge is an agile and innovative 21st-century software company focused on providing next-generation, business-transforming technology products to the healthcare payor market. We enable our customers to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy.
Responsibilities:
- Process 20-30 incoming customer emails daily and categorize inquiries using ServiceNow ticketing system
- Route cases to appropriate specialists based on established decision trees with >95% accuracy
- Provide initial responses using standardized templates for common inquiries
- Maintain accurate case documentation, status updates, and routing rationale
- Handle basic Q&A inquiries and direct customers to appropriate resources
- Meet daily processing volume targets while maintaining quality standards
- Participate in continuous process improvement initiatives
- On call for customer Severity 1 outage events
Requirements/Qualifications:
- 5+ years of relevant work experience
- Bachelor’s Degree or equivalent experience demonstrating customer service skills in a technical environment
- Experience with core IT infrastructure components and service concepts
- Experience collaborating with cross-functional teams through high-priority and time-sensitive issues
- Demonstrated ability to communicate with a wide range of internal and client stakeholders (including executive leadership) through clear, informed and relevant communications (verbal and written)
- Maintain accurate case documentation, status updates, and routing rationale
- Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies
- Ability to convey difficult messages with confidence, tact and diplomacy
- Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities
- Healthcare industry experience required
- Salesforce, ServiceNow, and JIRA experience a plus
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