Technical Product Support Team Lead

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview:  The Technical Product Support Team Lead will respond to internal team requests (phone, email, chat) to provide assistance on products. They will assist with maintaining adequate phone coverage for inbound customer calls, assist with case/queue management, gather feedback from team members regarding process updates/changes, make recommendations for training and assist with onboarding of new hires. The Technical Product Support Team Lead will score cases for quality purposes and provide feedback to the individual team members.

Duties and Responsibilities:

• Assist team members with difficult issues by offering technical expertise and training where applicable;


• Take ownership of complex cases for further handling as appropriate;


• Responsible for ownership of assigned Salesforce queues;


• Monitor phone and email queues to ensure department service standards are met;


• Perform ongoing Q&A sessions with team members in effort to increase knowledge and improve troubleshooting techniques;


• Coach new and existing team members on case quality evaluations to ensure accuracy and improve job knowledge;


• Assist management with customer escalations received via phone, email, etc.;


• Review team member cases when absent to ensure timely follow-up and next action dates are met;


• Elevate cases to Tier II for assistance as necessary;


• Coordination of customer communications, including unplanned outages, product releases, and planned maintenance;


• Take ownership of special projects at request of management;


• Demonstrates leadership skills and acts as a strong team player who interacts with all parts of the organization;


• Ability to diffuse difficult customer conversations;


• Takes initiative to perform various tasks independently with limited supervision;


• Other duties as assigned;


• Maintain compliance with Inovalon’s policies, procedures and mission statement;


• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and


• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.

Job Requirements:

• Minimum 5 years of experience in a call center environment;


• Minimum 2 years of Healthcare IT industry or medical billing experience;


• Minimum 1 year experience as a Technical Support II or III role in Provider BU;


• Experience with MS Office Products;


• Experience multi-tasking in a fast paced, detail-oriented environment;


• Healthcare EDI Knowledge (ANSI 835, 837, 270/271);


• Knowledge working with Problem Management, Records Management ticketing system (Salesforce);


• Experience organizing and managing workload efficiently and prioritizing projects;


• Experience with using and supporting Software as a Service (SaaS); and


• Extensive knowledge in one or more Inovalon services.

Education:

• Associate's degree is required and


• Bachelor’s degree is preferred.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);


• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;


• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;


• Subject to inside environmental conditions; and


• Travel for this position will include less than 5% locally usually for training purposes.