Client Success Specialist - Digitech - Remote

Essential Duties And Responsibilities

• Serve as the primary Point of Contact (POC) for client interactions within the Select Client Segment
• Assist with resolving client issues and escalate to appropriate Digitech staff or BPO partners as needed
• Receive and enter client interactions into the Jira Service Desk ticketing system
• Manage all client inquiries received primarily through the Jira Service Desk
• Resolve and track client requests using the Jira Service Desk
• Collaborate with internal team members and assigned BPOs to address and resolve tickets
• Work with clients to develop processes that enhance their business model and increase revenue (e.g., charge structure reviews, trip imports)
• Maintain cooperative and productive relationships with assigned clients
• Monitor contract terms and renewal dates
• Understand Digitech's roles and responsibilities for obtaining key information related to client inquiries
• Capture and store important documents in the client Customer Record within the NetSuite platform
• Monitor OEMS license dates, renewals, and regional industry factors affecting clients
• Adhere to HIPAA and compliance requirements
• Prioritize work effectively and operate independently

Skills/Experience Required

• Education: High School Diploma or Equivalent required
• Must be able to interact well with all levels of a client’s organizational structure, including administrative, leadership, and operational personnel
• Should be comfortable learning and utilizing Jira Service Desk features, particularly those relevant to the Select Client Segment Team
• Must be proficient in the use of Microsoft Office 365
• Customer service experience strongly preferred
• Strong oral and written communication skills
• Intermediate computer skills, including working knowledge of Microsoft Word, Excel, and Outlook
• Customer-oriented attitude with strong interpersonal skills
• Strong organizational skills
• Ability to work in a fast-paced environment
• Strong problem-solving skills
• Understanding of HIPAA
• Ability to work independently to manage all types of client interactions via Jira, email, and verbal communication
• Ability to manage a high volume of client interactions and systematically follow up on inquiries by keeping the ticketing system updated and current
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Benefits

Commensurate with experience
Comprehensive benefits package, including 401(k) Plan.

About the Role

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners. Digitech is a leading provider of advanced billing and technology services to the EMS transport industry.