Client Support Specialist

CLIENT SUPPORT SPECIALIST

Job Code:                                                        CSS

Reports To:                                                     Manager, Client Support
Base Location:                                              AZ or CO

Work Status:                                                  Virtual Office

Minimum Starting Monthly Range:      $4,567

Minimum Hiring Range:                            $4,567 - $5,167                    

Full-time / Part-time                                   Full-time

Exempt / Non-Exempt                               Non-Exempt

Risk Designation:                                        High

Summary
The Client Support Specialist is an integral part of the Client Support team, providing support to consumers, participating organization, and internal stakeholders. The Client Support Specialist has a wide range of tasks including but not limited to user provisioning, alert maintenance, patient panel uploading, and general portal use support. The Client Support Specialist position is a hybrid position requiring the ability to work both remotely and, in the office, as required.  This position balances multiple support activities including matters related to both operational and project support. 

This position is based in Phoenix Arizona; Denver Colorado; or Grand Junction, Colorado and requires local residency in one of these base locations. Our strategic flexibility allows for local work from home opportunities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities include the following:

• Serve as point of contact for participants through emails, support tickets, and calls regarding questions about HIE support.


• Diagnose and resolve non-technical and technical issues.


• Manage user in the appropriate environment.


• Troubleshoot and resolve data and platform issues.


• Triage incoming service requests and escalate as needed.


• Maintain effective working relationships with internal stakeholders and external participants.


• Document outcomes of support in the ticketing system.


• Manage patient consent status in appropriate platform.


• Process Request for Information (ROIs) submitted by patients Respond to support requests via email, ticketing system, or phone within SLA guidelines.


• Follow standard help desk procedures.


• Monitor call queue, call backlog, and open calls.


• Monitor logs, systems and/or accounts.


• Stay current with system information, changes, and updates.


• Provide after-hours support in on-call rotation.


• Provide tier 1 internal helpdesk support for contexture employees and escalate tier 2 issues as needed.


• Works with vendor support contacts to resolve technical issues.


• Works collaborative with IT and BAM team to ensure business applications systems are used in accordance with approved Contexture role-based access control policy.


• Performs other related duties as assigned.

Skills

• Working knowledge of helpdesk processes and procedures.


• Working knowledge of basic computing hardware including laptop and desktop computers.


• Working knowledge of Microsoft Windows and Microsoft Office / Microsoft 365.


• Analytical and organizational skills.


• Excellent written and oral communication skills.


• Strong attention to detail.


• Ability to build and maintain respectful, professional, and productive relationships with both internal and external stakeholders.


• Manage competing priorities in a complex and dynamic environment.


• Knowledge of service ticketing practices and procedures.


• Knowledge and experience of customer service practices.


• Position requires the ability to listen and follow oral and written instructions.


• Advanced knowledge of Microsoft Word, Excel, and customer relationship management (CRM) software.


• Knowledge of and experience in the capabilities of desktop, laptop, telephone, and video technologies.


• Understanding of how Okta or other Multi-factor authentication tools operate.


• Advanced knowledge of Microsoft office suite (Word, Excel, and PowerPoint).


• Knowledge of Microsoft Teams.

Education/Experience

• Minimum of 2+ years’ experience in operational support of health information technologies, customer service, and healthcare required.


• High school diploma or GED required.


• Bachelor's Degree preferred in Information Technology, Computer Science, or Business Administration or related field preferred.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

The position may  require occasional availability for after-hours work, outside of regularly scheduled hours.

The position may require ability to periodically drive to and from clients, conferences and / or events; and / or limited travel.

This position is expected to be exposed to, process, or handle sensitive information including but not limited to Protected Health Information (PHI), Personally Identifiable Information (PII), financial information, etc. As such, the holder of this position is expected to comply with all applicable laws, regulations, organizational policies, and compliance expectations.

Physical Demands

The physical demands described here are representative of those necessary to perform the essential functions of the role:

• Frequent communication and information exchange.


• Regular movement within the office to access equipment and materials.


• Ability to remain stationary for extended periods (approximately 50% of the time).


• Continuous use of computers and office equipment (e.g., keyboard, monitor, printer).


• Frequent handling of materials up to 10 lbs; occasional handling up to 30 lbs.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities and / or qualifications associated with the job.

Benefits: The organization provides a comprehensive benefits package. For details, please request a Benefit Summary from our Benefits Department.

The organization is an inclusive Equal Opportunity Employer. We do not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other status protected by law or regulation.