Client Support Representative Clinicient
THIS JOB HAS EXPIRED The Client Support Representation (?CSR?) is the first touch point for most clients with questions on how to use or who are experiencing difficulty using the Insight system. The CSR is responsible for developing a thorough understanding of the client?s issues and concerns, documenting these in a concise manner, researching potential solutions, providing instruction and solutions to the client and/or escalating to next level support as appropriate. The end goal is a highly delighted client who feels heard, leaves the interaction knowing they are in capable hands, and ultimately feels better equipped to use the Insight system. The ability to effectively communicate, set expectations and follow through to completion is critical to success in this role.
PRIMARY DUTIES AND RESPONSIBILITIES
Answer client calls, develop a thorough understanding of the client?s issues and concerns, and document these concisely and accurately in Clinicient CRM system. Respond professionally and provide in-call guidance and resolution where possible.
Manage an active support case load ensuring that CRM cases are fully and appropriately resolved within timeframes established by Company guidelines.
Research and resolve client issues and provide clients with thorough explanations and reference materials and expeditiously escalating matters as needed to next level support.
Document frequently asked questions and responses for inclusion in Clinicient?s knowledge base.
Develop and maintain professional, ongoing working relationships with key client contacts.
Identify and suggest opportunities for improving the overall client experience.
SECONDARY DUTIES AND RESPONSIBILITIES
Occasionally lead informal internal training sessions.
Ad hoc projects as required.
EDUCATION AND EXPERIENCE
Bachelor degree in computer sciences or related field highly desirable.
3-5 years of customer-facing experience in a similar role required.
Understanding of basic computer operations, including experience troubleshooting windows desktop operating system, application installation issues, multi-purpose printing, faxing and scanning devices.
Experience with either Physical Therapist / Occupational Therapist clinical practices and/or general healthcare insurance billing practices and concepts highly desirable.
ATTRIBUTES AND TALENTS
Client focused with a passion for creating highly satisfied clients through the delivery of exceptional service.
Outstanding written and verbal communicator able to convey information, including technical information, in a friendly, clear and concise manner to non-technical users.
Active listener with ability to ask probing questions in order to gain full understanding of client?s issues and concerns.
Ability to thrive in a task-oriented, time-sensitive environment with ability to judge and manage time on tasks based on priority.
Strong analytical and pattern recognition skills with the ability to interpret large amounts of data and to identify root causes and solutions.
Results-oriented, problem-solver willing to roll-up their sleeves and do what it take to identify and deliver solutions to clients.
High-level of personal and professional integrity with a focus on doing the right thing.
||506 SW Sixth Avenue |
Portland, OR 97204
THIS JOB HAS EXPIRED