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Customer Support Lead

  • Location: Kirkland, WA
  • Start Date: 11/18/2021
  • Job ID: 21-00757
  • Posting Date: 11/18/2021
  • Job Type: Direct Placement
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Our client, a healthcare payer company is looking for a skilled and enthusiastic Customer Support Lead. This individual will analyze the causes of customer pain points and work closely with them to find solutions. By working with both customers and colleagues and this person will develop mechanisms for process improvement.

This employee can work on a remote basis but must be located in the Seattle, Washington area for occasional onsite work.

He or she will be an essential component in a well-oiled machine for claim and enrollment flows between the Company and the Payers and Provider networks, to drive customer retention and help reach business objectives.

The right candidate will have an analytical mind, a customer-first mindset and thrive in a fast-paced environment.

  • Lead, develop, and coach team members to build successful customer relationships
  • Take ownership answering support questions, including escalating where necessary
  • Write, maintain, and update support site documentation
  • Automate analytics on support request volume (and proportion of requests from sales vs customers), rather than relying on manual processes
  • Advocate for product features based on customer requirements
  • Monitor, and determine any detected Claims Process errors that may affect benefit payments, maximum allowable fees, co-pays, and deductibles
  • Make appropriate corrections of denied process-in-error or re-classified claims
  • Manage high priority calls, prioritize follow-through, and document inquiries and actions within the tracking system and/or by completing logs
  • Review, analyze and update the knowledgebase, procedures, and techniques for responding to a variety of inquiries
  • Create processes to ensure scalability and consistent, high quality resolutions for our customers
  • Contribute to the constant improvement of the department to help achieve our mission and goals
  • Experience with US medical claims terminology and claims process flow
  • Advanced knowledge of excel, spreadsheets, and data structures
  • Sound understanding of how to troubleshoot and debug problems from the top down using a variety of tools
  • Previous experience in mentoring and coaching junior team members
  • Ability to apply mathematical concepts and calculations
  • Strong communication skills, both oral and written
  • Ability to make decisions and exercise good judgment in a complex and changing environment
  • Ability to exercise discretion on sensitive and confidential matters
  • High school diploma or equivalent and 5+years of customer service experience

What will separate you from other applicants?
  • Experience working with issue tracking software
  • Tech-savvy, curious and excited about learning new platforms
  • Knowledge of customer contact center metrics, best practices and sound understanding of contact center and support workflows
  • Patient, empathetic and a good listener and communicator
Posted by Brian Long
Technical Recruiting Manager
(800) 821-4644 x