Full-Time Client Technical Analyst - Healthcare (Remote)

• Reporting to the Experian Health client support leadership team, the Tier 2 Client Technical Analyst will respond to clients and take ownership of advanced level issues as it relates to the functionality of our Patient Estimates and Registration Quality Assurance products.
• Responsible for detailed second-level support, troubleshooting and problem resolution.
• Notify clients of the status of their support tickets within all agreed to Service levels.
• Escalate complex issues to technical and product resource teams with the appropriate information and details to resolve.
• Participate in and coordinate meetings for technical troubleshooting sessions with clients and with Experian teams.
• Communicate with clients via support cases, email, and telephone.
• Proactively build, enhance, and maintain internal and external Knowledge Base (KCS).

• Bachelor's degree or higher in a related field, or equivalent education and experience.
• 3+ years experience in a B2B technical support role.
• 3+ years' experience in the healthcare industry, with familiarity with the healthcare revenue cycle and medical billing.
• Experience with healthcare-related standards and specifications.
• Intensive research and comparison skills.
• Emotional intelligence and the ability to understand and empathize with clients.
• Remain calm and composed with frustrated clients.
• Organizational skills to prioritize and differentiate important tasks from urgent ones.
• Ability to build relationships and establish trust/credibility with key stakeholders across all levels of the customer organization.

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