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Customer Support Specialist II - Healthcare Software

LOCATION: Tampa, FL
REMOTE ELIGIBLE: On-Site Only
TRAVEL REQUIREMENT: No travel required
REQUISITION ID: 559
<p><a href="https://www.youtube.com/watch?edufilter=NULL&amp;v=x2VAeHGPp1s">Data has a story to tell. We give it a voice.</a></p> <p>Guided by a mission to help, ABILITY, an Inovalon company, is a leading information technology company helping healthcare providers and payers simplify administrative and clinical complexity by enabling data-driven improvements in healthcare. Our employee philosophy is simple: We hire smart, talented people and trust them to do their thing. As part of ABILITY, you’ll grow with a company that wants you to succeed. To support you, we provide the teams, the latitude, the support and the culture so you can try new things, broaden your experience, and grow and succeed with us. Join our team and help make ABILITY a great place to do great work!</p> <h4>Here’s what an ordinary day of work might look like</h4> <ul> <li>You answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; you demonstrate proficiency with all internal tools</li> <li>You contact and interface for customers regarding support, troubleshooting and problem resolution</li> <li>You resolve technical support issues for ABILITY supported products within identified timeframes with a focus on first call resolution</li> <li>You identify beneficial product opportunities for existing customers and communicate to sales team via workflow process</li> <li>You document all activities with customers in CRM per defined process and procedures</li> <li>You resolve open cases within specified guidelines</li> <li>You elevate issues following escalation procedure timely and as appropriate</li> <li>You complete other duties as requested and/or determined</li> <li>You maintain compliance with Inovalon’s policies, procedures and mission statement</li> <li>You adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position</li> <li>You fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company</li> <li>You uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function</li> </ul> <p>We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such</p> <h4>This job is for you if</h4> <ul> <li>You have earned a high school diploma or G.E.D. or, preferably, an associate degree</li> <li>You have spent a minimum of 2 years in customer service and 3 years in a call center environment with high volume of transactions</li> <li>People regard you as a great problem solver and multitasker</li> <li>You can work independently and with cross-functional teams in a fast paced, detail-oriented environment</li> <li>You are knowledgeable about Healthcare EDI Knowledge (ANSI 835, 837, 270/271), working with problem management and working with records management ticketing system (Salesforce)</li> <li>People say your experience using MS Office, Software as a Service (SaaS), and multiple operating systems such as Linux and Windows make you a top-notch candidate</li> <li>You are experienced in software technical support, medical billing, and the Healthcare IT industry</li> <li>People say you are very organized and can manage your workload efficiently and prioritize projects</li> <li>You are comfortable with sedentary work</li> <li>You can exert up to 10 pounds of force occasionally or negligible amount of force</li> <li>You can frequently or constantly lift, carry, push, pull, or otherwise move objects</li> <li>You are comfortable with inside environmental conditions</li> <li>&nbsp;</li> <li><em>ABILITY Net</em><em>work is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></li> </ul> <h4>What are you waiting for? Apply now!</h4> <p>Are you getting jazzed up by the thought of working with us? Don’t hesitate! Apply now! Ability is guided by a simple mission: to help. We help others, make it better, do the right thing always, and deliver extraordinary results together. If you have excellent organizational skills, pay great attention to detail, and can work independently and in teams, we would love to have you join our team. Apply now to complete our online application. You will need to upload a recent copy of your resume. If you don’t have the qualifications we have asked for, this position isn’t for you, and we will not be able to consider your application.</p><div class="content-conclusion"><p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p> <p><em>Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p> <p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p> <div><em>Consistent with Inovalon’s safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required.</em></div> <p>&nbsp;</p></div>

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