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Customer Support Agent/Analyst (Healthcare HL7 Experience Required)

Customer Service
203439 Requisition #

MyHealthDirect, a division of Experian Health is the leading provider of digital care coordination solutions, partnering with healthcare organizations to improve the patient experience, clinical outcomes and financial results through online scheduling and referral coordination. Our platform and services enable healthcare organizations to improve costs, outcomes, satisfaction and quality scores and, ultimately, the bottom line. We are growing rapidly and seeking exceptional people to help us exceed our customers’ expectations and to continue our growth.

Customer Support Agent

We are currently is seeking an energetic, outgoing, and entrepreneurial professional who isn’t afraid to be on the front lines and to partner with the rest of our team to drive remarkable client experiences.

 Interested candidates must demonstrate a history of learning on the job, creative drive, and expanding responsibilities beyond job title. This position reports to the Customer Support Manager and will begin as a virtual position, eventually moving into our Franklin, TN office.

Primary Duties and Responsibilities
  • Providing a professional, remarkable best-in-class customer experience that wows our users, makes using and interacting with our business a pleasure and facilitates increased customer loyalty.

    • Building relationships with clients to drive continual success and improvement.

    • This includes always addressing issues quickly, maintaining high levels of communication and being proactive about resolving concerns and adding value to each interaction.

    • Ensure on-time problem resolution and consistently high levels of customer satisfaction.

  • Being a proactive team member for using, maintaining, and improving the entire support process.

    • Triaging all incoming support tickets through Salesforce, phone, chat, email; resolving tickets on your own when possible, seeking out help to resolve tickets when needed or reassigning tickets to others when necessary.

    • Providing levels 1 and 2 support for all external and internal users of our solution.

    • Ensuring the proper execution of the support process and resolution of tickets within the proscribed guidelines.

    • Strategizing support, product and company process and report improvements and working with team members to implements and automate them. Continuously improve team procedures and materials.

    • Sharing after hours “on call” responsibilities with other Support team members

    • Conduct outgoing proactive support calls as needed to provide an improved customer experience

  • Owning the data reporting and analysis.
    • Continually measure and account for service level performance and regularly report key metrics to management. Own the preparation and submission of regular reports to executive management.

    • Identify customer support trends and areas for focus and/or improvement by analyzing available data.

  • Quickly gain and then maintain an ongoing and expert knowledge of our proprietary solution, internal systems, and business processes.

    • Work closely with all internal departments to always be up to date with new features and/or procedures

    • Work with management to establish a solid support department, including a plan for growing the team when the time comes. 

  • Own internal support processes
    • Own the established internal process for all new employees to complete, including online forms and scheduling appropriate trainings

    • Own, build-out, maintain, and improve our internal certification program

    • Become an expert and power user on our data collection and survey tools to provide internal support

  • 3-5+ years of software customer support or similar experience.

  • BS in business- or healthcare-related fields preferred, but not required

  • Working knowledge of SQL, HL7’s, customer service software, survey tools, CRM systems, databases and tools desired. Ability to grasp new concepts and tools; to learn and get up-to-speed quickly. Salesforce.com experience desired.

  • Experience building and scaling customer support operations.

  • Outgoing; not afraid to talk to lots of people on the phone, on inbound or outbound calls, or in person. Able to deal professionally and calmly with all customers.

  • Strong troubleshooting and problem-solving skills, including a broad technical curiosity and proven technical understanding that translates into an ability to efficiently investigate issues and find root causes.

  • Demonstrated relationship-building skills
  • Proven work ethic, drive and determination. Dedication to your work and results; to getting it done and doing it right.

  • The ability to communicate clearly and positively through written and spoken English; Spanish a plus.

  • Must have excellent communication, client facing and interpersonal skills with strong attention to detail. Must be proactive about communication and resolving issues to exceed expectations.

  • Habit and ability to bring solutions or recommendations, rather than problems, to the project or situation.

  • Proficiency in Microsoft Office, including Visio
  • Willing/able to accommodate travel as needed, though regular travel is not expected


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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