The Technical Support Specialist (Contact Center) plays an integral role in our ongoing commitment to delight our clients by resolving technical support tickets for our revenue cycle products. Through unmatched customer service with a focus on quality and SLA achievement, this role takes timely action on all technical support requests. With subject matter expertise of our products and technical team support structure, the Technical Support Specialist (Contact Center) enjoys opportunities for career growth through both learning and internal career mobility.

What you will do

Become knowledgeable of the following:

Revenue cycle product suite

Salesforce Case Management

Steps to resolve customer support requests

Support models for routing to the correct technical team

Delight our clients by ensuring technical support requests receive a quality response within the SLA of one business day

Ensure that all cases received by phone are logged in Salesforce and receive a case number

Ensure that all cases are updated in Salesforce as additional actions or correspondence takes place

When unable to fully resolve the case, leverage all available resources including support models to ensure cases are routed to the appropriate team while maintaining the action plan for the client in Salesforce
Adhere to all internal SLAs, minimize backlog risk

Identify any trends in customer support requests and notifies supervisor

Identify potential business critical issues and escalates appropriately

Understand and ensure the critical nature of data accuracy for client data tables
When on-call, ensure action is taken for critical requests that can be resolved without routing. When routing is necessary, ensure routing takes place as soon as possible, during regular business hours
Follow established policies and procedures regarding case resolution

What you will bring

High School Diploma or GED

1+ year of experience in a software technical support role troubleshooting customer software issues or 1+ year of experience in healthcare insurance or patient accounts receivable follow up, working for a vendor supporting a client hospital or physician
Demonstrated ability to effectively communicate verbally with customers in an attentive, friendly, and engaging manner in alignment with FinThrive’s values

About FinThrive

FinThrive is advancing the healthcare economy.

For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive.

Award-winning Culture of Customer-centricity and Reliability

At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.

Our Perks and Benefits

FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.

FinThrive’s Core Values and Expectations

Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations

Physical Demands

The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Statement of EEO

FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.

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FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.

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Contact Center Specialist