Client Engagement Specialist
We are looking for someone to provide Customer Service support as needed via phone, web-based and/or email.
Key Responsibilities
- Develop an extensive working knowledge of the FWAShield product suite
- Design, develop and maintain job aides: FAQs, reference sheets, manuals, etc.
- Maintain and update software help manual and release documents
- Provide end-user application support (end user support requires access to customer data which includes protected health information) provide Customer Service support as needed via phone, web-based and/or email
- Understands and complies with all company Privacy and Security standards
- Employee may not use or disclose any protected health information, except as otherwise permitted, or required, by law
- Analyze daily news articles and accurately input relevant data into the software
- Perform other duties as required
- A good working knowledge of web applications is essential to this role. Experience in healthcare IT, clinical informatics, or Healthcare Fraud, Waste and Abuse (FWA) is strongly desired.
- Analytical troubleshooting skills and approach to work
- Ability to absorb complex technical information and communicate the information clearly
- Excellent communication skills (both verbal and written)
- Excellent problem-solving skills
- Experience working on SLAs and deadlines
- Proven customer service skills
- Ability to work under pressure
- Ability to explain technical elements in a manner easily understood by those without a technical background
- Advanced knowledge using web-based applications
- Advanced knowledge of Microsoft Office products – Word, Excel, Outlook, PowerPoint
- This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
- Medical, Dental & Vision insurance
- 401(k) retirement savings with employer match
- Vacation and sick paid time off
- 8 paid holidays
- Paid maternity/paternity leave
- Disability & Life insurance
- Flexible Spending Account (FSA)
- Employee Assistance Program (EAP)
- Free on-site fitness center (for local employees)
- Professional and career development initiatives
- Remote work eligible
- Must have high speed Internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.