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Customer Case Associate

TRAVEL REQUIREMENT: No travel required
<p>The Customer Case Associate is part of the Customer Experience and Engagement team which is focused on ensuring we are easy to do business with and our solutions provide value to our customers. The Customer Case Associate is responsible for working directly with customers on the timely resolution of customer issues and partnering with internal teams to ensure loyalty.&nbsp; This position will serve as a key business contact for the customer and will be responsible for customer retention and will ensure the successful risk management, revenue management and relationship engagement of the healthcare provider customer accounts.&nbsp; This is an entry-level position within department with the opportunity to grow</p> <p style="text-align: center;">This opportunity will allow you to work remotely.</p> <p style="text-align: center;">Work Schedule: Monday - Friday 8 AM to 5 PM EST</p> <p><strong>Duties and Responsibilities:</strong></p> <ul> <li>Handle inbound cases for customers delivering quality and timely resolution of inbound case assignments. Includes researching, diagnosing and resolving customer questions or problems within required turn-around times including quantifying business impact of customer case to the organization;</li> <li>Suggest solutions/ sound alternatives to cancellation requests and process order changes;</li> <li>Work with customers to increase adoption and utilization and manage customer retention efforts and contract renewals together with sales and retention specialist;</li> <li>Troubleshoot issues when appropriate, escalate as needed, and follow up promptly to ensure customer satisfaction;</li> <li>Independently identify risk and use sound judgement to escalate customer issues and barriers to continued success to Team Leads;</li> <li>Work to identify and/or develop upsell opportunities for the sales team;</li> <li>Build strong relationships with internal teams; driving resolution of customer needs/issues cross-departmentally; able to effectively prioritize and escalate customer issues to the appropriate internal teams and team leads/management;</li> <li>Maintain wide range of knowledge on ABILITY products/services, work as a part of a collaborative team;</li> <li>Support the inbound customer phone queue as needed/necessary;</li> <li>Responsible for utilization and documentation in Salesforce CRM and other sales automation tools to provide internal stakeholders with visibility to customer performance and ensure the organization has a focus on the high-return opportunities and activities;</li> <li>Exhibit a continuous learning mind-set as demonstrated by taking initiative and maximizing product education, leadership development and professional development through company resources;</li> <li>Maintain compliance with Inovalon’ s policies, procedures and mission statement;</li> <li>Always adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’ s Operating Policies and Procedures in all ways and with respect to any aspect of the data handled or services rendered in the undertaking of the position;</li> <li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer; and</li> <li>We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.</li> </ul> <p>Job Requirements:</p> <ul> <li>Minimum of 1 year of experience in customer service;</li> <li>Personable, energetic, positive and enjoy working with people daily;</li> <li>Ability to communicate effectively both verbally and in writing;</li> <li>Demonstrate critical thinking and problem-solving skills;</li> <li>Knowledge of Microsoft Office suite (MS Word, MS Excel, MS Outlook);</li> <li>Demonstrate a continuous learner mindset by taking initiative and maximizing product education, leadership, and professional development through company resources;</li> <li>Capability to adapt;</li> <li>Negotiation skills; comfortable with difficult conversations.</li> </ul> <p>Education:</p> <ul> <li>Bachelor’s degree or equivalent experience.</li> </ul> <p><strong>Strongly Preferred</strong></p> <ul> <li>3 years’ experience working in a call center environment</li> <li>Experience in healthcare, telecommunications, or financial industry</li> </ul> <p>Physical Demands and Work Environment:</p> <ul> <li>Sedentary work (i.e. sitting for long periods of time);</li> <li>Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</li> <li>Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;</li> <li>Subject to inside environmental conditions; and</li> <li>There is no travel for this position</li> </ul> <p>&nbsp;</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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