Client Support Specialist (Jopari)

About the role

This position is part of our Client Support Division and is responsible for supporting new and existing payers and providers with account setup, maintenance, and the acceptance and delivery of medical bills, payments, and other insurance-related processes. The role serves as the primary point of contact for client inquiries, working directly with client business and technical resources, as well as internal departments including Development, Operations, and Engineering.

Responsibilities

• Respond to customer inquiries via phone and email with professionalism and a strong sense of urgency, serving as the primary point of contact for client-facing responses
• Accurately document all communications, research, and relevant information in the Client Support ticketing system (Zendesk), including severity assessment, issue categorization, and identification of affected parties
• Escalate and monitor issues requiring coordination with internal departments (Development, Operations, Engineering) and external business partners, including the creation and monitoring of all Code Red (escalated/critical) issues
• Reproduce customer issues and assist in verifying fixes, account configurations, and resolutions in a timely and efficient manner
• Obtain all relevant details with strong attention to accuracy and provide customers with consistent, timely status updates on outstanding inquiries and issues
• Identify trends across client inquiries and flag recurring issues to support continuous process improvement
• Develop and maintain strong rapport with clients, engaging additional resources as needed to ensure a positive and consistent customer experience

Requirements

• 3+ years of experience in a call center or customer care environment
• Experience with medical billing
• Experience advocating for customer service principles and practices
• Proven technical aptitude with demonstrated troubleshooting and analytical skills

Nice to have

• Understanding of the Workers' Compensation and/or Group Health insurance industry
• Experience with X-12 file formats
• Experience with an online customer service ticketing system (e.g., Zendesk)

Qualifications

• Bilingual in Spanish

Skills

• Strong communication and problem-solving skills
• Attention to detail and accuracy
• Ability to work independently and as part of a team

Benefits

Office Ally offers a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate's qualifications, relevant experience, and internal equity.

Pay

Pay Transparency: $19—$21 USD