About the Organization
Valant is a market-leading, software-as-a-service organization serving the needs of the behavioral healthcare industry. Our mission is to develop disruptive technology solutions that exponentially improve behavioral healthcare quality to better serve mental health providers and their patients. We're seeking enthusiastic, passionate individuals to join us as we transform the industry.
Description
This is the job for you if you like being the first line of support for customers, are comfortable with a busy phone environment, and enjoy using your analytical skills to investigate, resolve and/or escalate support issues. We're looking for technically competent problem solvers who demand excellence of themselves, are passionate about great customer service, and are great at following processes and procedures to drive efficiency and customer satisfaction.
What You'll Do
- Accurately and proficiently assist customers with account-related, and technical support questions through phone and email. Approximately 90% of the workday will be spent answering customer calls, with 10% focused on email questions.
- Actively seek resolution for customer issues in a high-volume environment, while maintaining productivity, quality, and service standards. KPIs include: average handle time, live answers, documentation, follow-up, professionalism, knowledge, and willingness to help.
- Create customer accounts, and configure EDI enrollment.
- Track trends and contact drivers in incoming support volume.
- Escalate system-wide issues to product teams, suggesting solutions, and working towards issue resolution.
- Collaborate with third-party software providers and business partners.
- Partner with internal stakeholders to develop new internal and external support solutions.
- Troubleshoot and discover bugs.
- Other duties as needed/requested by Manager.
What You'll Need
- 1+ years' experience in a high-volume phone-based customer service\technical environment. Call center experience preferred.
- Proven experience handling complex customer issues, with ability to bring resolution in a timely, professional manner.
- Demonstrated ability to identify customer needs, handle customer problems with professionalism, engage with other teams where necessary, and to drive resolution on customer problems and questions.
- Excellent time-management, organizational, and prioritization skills.
- Strong understanding of and ability to resourcefully troubleshoot computer- and software-related issues, and to learn new computer programs.
- Initiative, and ability to think outside of the box in resolving issues.
- Self-motivation, accountability, and ownership.
- Excellent verbal and written communication .
- Excellent attendance - schedule is Monday - Friday
- A reliable internet connection and a quiet space to work - this job is currently 100% remote (laptop and other equipment will be provided), but office work may be required in the future.
- Medical Billing or Clearinghouse experience is a plus!
What We Offer
- Ability to grow within Valant - Customer Support Specialists regularly move on to positions in Implementation, Customer Success, and other roles.
- 100% employer-paid medical, dental, and vision premiums
- Generous paid time off policy
- Bonus plans
- 401k
- The chance to drive an important industry forward through next-generation technology
This position can be 100% remote, but employees must be located in: California, Florida, Georgia, New Jersey, Oregon, Texas, Utah, or Washington state.
Position Requirements
Full-Time/Part-Time Full-Time
Exempt/Non-Exempt Non-Exempt
Location Valant Medical Solutions
EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, sex (including pregnancy), gender identity or expression, sexual orientation, ancestry, religion, national origin, political ideology, genetics, age (40 or older), disability, veteran or military status, marital status, or any other characteristic protected by applicable law.
