Full-Time Tier 1 Client Technical Representative - Health (Remote)

• Reporting to the Client Technical Manager, the Tier 1 Client Technical Representative will manage complex issues escalated from internal teams related to the Patient Access Curator suite of products.
• Work with payers, trading partners, internal Experian Health technical teams, and our clients to resolve issues.
• Troubleshoot issues related to the Patient Access Curator platform.
• Troubleshoot complex payer issues.
• Small to medium size project management and oversight.
• Manage a large caseload of issues and questions escalated from Customer Support, and Relationship Management in Salesforce.
• Work with clients via support cases, email, and telephone and meet with them to resolve issues.
• Determine the severity and scope of issues, inquiries, and requests.
• Manage and troubleshoot client and user payer configurations.

Requirements:

• A bachelor's degree in business, healthcare management, or a related field.
• 2+ years experience in the healthcare IT industry.
• Experience with healthcare EDI transactions and ANSI X12 message structure (270/271).
• Analytical with a keen eye for detail.
• Remain even-keeled with frustrated customers.
• Flexibility to manage unforeseen situations outside of the agent's control.
• Patience in handling repetitive customer support issues.
• Prioritize and differentiate important tasks from urgent ones.
• Build relationships: engage and establish trust/credibility with important partners across all levels of the customer organization

Experian support is a 24/7 365 responsibility. Flexibility is essential, as there may be a need for evening, overnight, and/or weekend availability.

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