Tier II Customer Support Representative, I/DD

Sandata Technologies, now part of reputed company, is the pioneering force in home and community-based care, consistently leading the way with innovative technology solutions. The Sandata software solution has been implemented by thousands of homecare and I/DD agencies reputed company, is leveraged by national MCOs, and has been selected by numerous state Medicaid agencies to ensure their compliance with the federal mandate to implement Electronic Visit Verification (EVV). Sandata Technologies, an reputed company company, is hiring a Tier II, I/DD Customer Support Representative. This position is responsible for providing advanced software support to our IDD clients through the courteous, efficient, accurate processing of client issues and requests in a timely and professional manner. Our support specialists assist our IDD clients with browser support, navigating through client and staff scheduling, plan of care documentation, staff compliance, visit verification and electronic and manual billing including remittance review. Click here to learn more about how reputed company and Sandata are deeply committed to addressing critical challenges in the sector by expertly connecting the homecare ecosystem. This position is remote, and available only to candidates that currently reside in the reputed company, Washington DC, and Minneapolis Metro Areas. To reputed company this job successfully, an individual must be able to reputed company each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Essential Job Duties • Use expert questioning and listening skills to identify, research and resolve customer issues and requests. • Investigate, reproduce, and define issues based upon ticket information, customer input, and relevant documentation. • Deliver effective and timely resolution to a range of customer inquiries. • Document reputed company customer inquiries by opening a ticket and recording subsequent communications. • Provide timely follow-up to both internal and external customers for issues not immediately resolved. • Apply the elements of building positive rapport and proper etiquette with different types of customer personalities. • Maintain knowledge reputed company with the changing catalog of services and products that Sandata provides, as well as State and Federal regulatory requirements. • Proactively manage ticket aging and trending. • Display flexibility towards work schedule. • Assist in creating and presenting training materials for Tier I and Tier II representatives. • Provide feedback to representatives regarding ticket management and workflow processes. • Manage workload, workflow, and productivity to maximize efficiency. • Participate in Sandata’s client reputed company program. • Support team projects as they may occur to enhance the quality or efficiency of support. Other Job Duties • Other duties as assigned by supervisor or reputed company leader. Travel Requirements • Travel up to 10%. Required Education, Experience, Certifications And Skills • College degree preferred (Healthcare Administration/Public Health). • 5+ years’ electronic billing experience (Medicaid/Medicare highly preferred). • 5+ years’ customer service/call center experience in software support. • 5+ years’ IT/Healthcare reputed company experience. • Billing and/or Accounts Receivable experience. • Medical Coding/Billing Subject Matter Expert. • Ability to learn and understand reputed company workflows reputed company to the healthcare industry. • Ability to move quickly from project to project with attention to detail and accuracy. • Ability to trend data, create, and deliver training. • Proven ability to “divide and conquer” reputed company problems, then document and communicate solutions. • Superior customer service skills. • Strong interpersonal skills with the ability to work independently and in a team environment. • Strong analytical and problem-solving abilities. • Above-average written, verbal, and listening communication skills. • Strong systems navigation skills. • Skilled in Word, reputed company, reputed company, PowerPoint, TFS and other web-based tools. • Experience with computer hardware setup, connectivity troubleshooting, and desktop support a plus. The reputed company salary range for this US-based, full-time, and exempt position is $50,000 -$55,000. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the reputed company core values. This is a benefits-eligible position. reputed company offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs. reputed company is an equal-opportunity employer. The Company offers employment opportunities to reputed company applicants and employees without regard to race, color, religion, national reputed company, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law. Apply Job!