Senior Client Services Analyst

Summary

The Senior Client Services Analyst, Customer Support, is responsible for delivering comprehensive support to our FraudCapture® client users. This role focuses on gaining a deep understanding of each client's business needs and how they interact with our solution.

Responsibilities

• Conducting user training sessions
• Developing and maintaining help documentation and training materials—including articles and videos
• Promoting strong customer engagement
• Performing initial troubleshooting to determine whether a reported issue is related to the system or due to user error or knowledge gaps
• Acting as the client’s first point of contact for issues and escalations
• Maintaining technical understanding and competency in the solution features being delivered
• Assisting the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems
• Resolving and/or referring highly complex technical problems as appropriate
• Working with the clients and product teams to collect requirements on behalf of the clients
• Maintaining routine communication with assigned clients
• Effectively communicating workload prioritization and progress to all interested parties
• Participating in client discussions and effectively representing subject expertise
• Understanding, identifying, and communicating project progress, details, and dependencies to Manager

What We're Looking For

• 3+ years of experience detecting and investigating healthcare fraud
• 2+ years providing excellent customer service and capable of handling conflict resolution scenarios in person, over the phone, and through email
• Excellent understanding of how investigative teams use systems to do their work and comfortable troubleshooting and resolving technical issues
• Excellent written and verbal communication skills with the ability to tailor explanations to different technical levels and creating training materials (e.g., written documents, videos, presentations)
• Able to work independently, manage multiple priorities simultaneously, thrive in a demanding environment, and possess a strong work ethic and high level of professionalism

Desired Qualifications

• Certified Fraud Examiner (CFE)
• Experience with Medicaid Management Information Systems (MMIS)

What You Should Expect In This Role

• Full-time remote opportunity with the option to work anywhere within the United States
• Requires the ability to communicate and exchange information
• Requires the ability to comprehend and interpret complex documents and data
• May be required to travel at least 10% of time based on business needs
• Video cameras must be used during all interviews, as well as during the initial week of orientation

Pay Range

The pay range for this position is $55,600.00 - $79,400.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.