客户支持代表 - 医疗保健收入周期
Client Support Representative - Healthcare Revenue Cycle
#### 公司简介
Experian 是一家全球数据和技术公司，为世界各地的个人和企业创造机会。我们在多个市场开展业务，包括金融服务、医疗保健、汽车、农业、保险等。Experian 投资于人才和先进的新技术，以释放数据的潜力。我们在 32 个国家拥有 25,200 名优秀员工。
#### 职位描述
作为我们的医疗保健收入周期二级客户支持代表，您将负责处理来自我们团队和外部客户的复杂问题。
您将与客户、保险公司、交易伙伴和内部技术团队合作，调查、排查并解决相关问题，同时提供高水平的客户服务。
您将是一个解决问题的人，在医疗技术环境中能够平衡技术排查、客户沟通和协作。
- 排查并解决与产品、系统和流程相关的复杂问题。
- 调查并解决与保险公司和交易处理相关的问题。
- 作为客户支持、客户关系管理和其他团队的升级联系点。
- 在满足既定服务级别期望的同时，处理大量支持请求、事件和咨询。
- 通过支持案例、电子邮件、电话和虚拟会议与客户沟通，指导问题解决并维护客户关系。
- 确定报告问题的严重性、范围和影响，并协调适当的解决措施。
- 与内部技术团队、保险公司、供应商和交易伙伴协作，调查并解决影响客户的問題。
- 分析、排查并维护客户和用户配置。
- 参与中小型项目，包括测试、实施、流程改进和运营计划。
- 使用以知识为中心的服务（KCS）最佳实践，创建、维护和提升内部和外部知识库文档。
- 识别重复出现的问题、趋势和流程改进机会，并提出建议以提升客户体验。
- 保持对所支持产品、流程和行业标准的全面了解。
#### 资格要求
- 具有 2 年以上医疗流程、保险公司流程和电子医疗交易经验者优先
- 具有 2 年以上医疗行业标准方面的经验，例如
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#### Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
#### Job Description
As our Healthcare Revenue Cycle, Tier 2 Client Support Representative, you will manage and resolve complex issues escalated from our teams and external clients.
You will partner with clients, payers, trading partners, and internal technical teams to investigate, troubleshoot, and resolve issues, while delivering a high level of customer support.
You will be a problem solver who can balance technical troubleshooting, client communication, and collaboration in a healthcare technology environment.
- Troubleshoot and resolve complex product, system, and workflow-related issues.
- Investigate and resolve payer-related and transaction-processing issues.
- Be an escalation point for Customer Support, Client Relationship Management, and other teams.
- Manage a high-volume caseload of support requests, incidents, and inquiries while meeting established service level expectations.
- Communicate with clients through support cases, email, telephone, and virtual meetings to guide issue resolution and maintain client relationships.
- Determine the severity, scope, and effect of reported issues and coordinate appropriate resolution efforts.
- Collaborate with internal technical teams, payers, vendors, and trading partners to investigate and resolve client-affecting issues.
- Analyze, troubleshoot, and maintain client and user configurations.
- Participate in small to medium-sized projects, including testing, implementations, process improvements, and operational plans.
- Create, maintain, and enhance internal and external knowledge base documentation using Knowledge-Centered Service (KCS) best practices.
- Identify recurring issues, trends, and process improvement opportunities and provide recommendations to improve our client experience.
- Maintain a comprehensive understanding of supported products, workflows, and industry standards.
#### Qualifications
- 2+ year's experience with healthcare workflows, payer processes, and electronic healthcare transactions is beneficial
- 2+ years' experience with healthcare industry standards such as ANSI X12 transactions is beneficial
- 2+ years' experience using CRM or case management systems, such as Salesforce, is beneficial
- Bachelor's degree in business, healthcare management, or a related field is beneficial
- 2+ years; experience in healthcare technology, healthcare operations, revenue cycle management, technical support, or a related field
- Experience supporting client-facing software applications
- Experience working with healthcare providers, payers, clearinghouses, or healthcare technology solutions
#### Additional Information
Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why.
Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity.
Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
**Benefits/Perks:**
- Great compensation package and bonus plan
- Core benefits including medical, dental, vision, and matching 401K
- Flexible work environment, ability to work remote, hybrid or in-office
- Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
- Explore all our exciting benefits here: [https://myexperianbenefits.com/](https://myexperianbenefits.com/)
**Recruitment Fraud Awareness**- Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an **@** [**experian.com**](http://experian.com) email address.
**Experian will never ask candidates to make any payment** as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit [**experian.com/careers**](http://experian.com/careers)