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Customer Escalations Representative - Healthcare Rev Cycle

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Customer Service
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186391 Requisition #
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At Experian Health, our employees have the opportunity to shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us. 

Job Summary:

Energetic and well-organized self-starter able to learn new technology quickly with excellent customer service & multi-tasking skills. Strong relationship building and support at both the client, vendor, and partner levels as it relates to the financial products sold by Experian Health. Additionally, will provide account management & sales support, promote innovation and technology within the suite of financial products to include Payment Safe, Patient Simple, Patient Statements and other products as assigned. Ability to support these products on multiple platforms such as OneSource, eCare Next, Epic, IVR and web browser is critical. This position provides tier II level support on all financial products as indicated above and other duties as assigned by management.

Job Duties:

Essential job functions include:
• Timely response to all issues within the Financial Services work queue within Sales Force and issues directly submitted from internal and external clients
• Flexibility to cover a schedule from either 10-7 or 9-6 M-F CT.
• Provide financial product training for new clients, users including refresher training as needed
• Assist with other various tasks/projects related to vendors, partners alike as needed
• Assist Senior Analyst and Manager with set up, training, testing as needed
Second level support:
• Coordinate escalation for tickets/issues with internal engineers, staff, and vendors to reach timely resolution as needed
• Log and manage all issues worked within Sales Force CRM service
• Assist with updates to training materials and knowledge database as new items are discovered
• Provide timely customer feedback on application enhancements and fixes
• Provide weekly input during development calls and participate with prioritizing fixes and enhancements
• Assist with set up and testing on new or additional merchant accts prior to client go live
• Assist Sales & Acct Mgmt with pulling stats, relaying a client specific set up or attending client calls to answer/address product issues
• Oversee and support current merchant accounts to include transaction volume, reconciliation assistance, bank acct changes, adds, terminations, hardware management, etc…
• Other duties and projects as needed.
Education & Experience:

• An associates or bachelor’s degree is preferred. Knowledge of finance or accounting is a plus.
• Knowledge of browser troubleshooting and settings is a plus
• 4-6 years of experience in a financial analyst, customer service or implementation/enrollment type role is preferred

Equivalent combination of education and experience will be considered.


Special Skills and Knowledge:

• Excellent communication skills with ability to speak clearly with technical as well as non-technical clients is critical
• Ability to work in a fast paced multi product support environment
• Safeguarding sensitive patient health information (PHI) through HIPAA rules and regulations and PCI compliance measures related to collecting patient payments
• Basic understanding of the revenue cycle within a healthcare environment is a plus
• Familiarity with ERA, 835 & CSV remittance files and how they work a plus
• Highly analytical, intensive research and reconciliation skills required (matching patient revenue to what is posting to bank accounts, settlement dates/batches)
• Supporting products running on standalone and integrated platforms
• Basic pc and browser troubleshooting also a plus
• Strong working knowledge of Sales Force CRM platform especially case management is a plus.

Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner. The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.

EOE including Disability/Veterans

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