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Experian Careers Job Search

Client Technical Analyst II

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Customer Service
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196038 Requisition #

Experian Health - a nationally recognized pioneer developing innovative solutions for the healthcare industry and one of Healthcare Informatics Top 100 Healthcare Companies, is seeking a Client Technical Analyst to join our team. 


We have a work hard, play hard, family culture.  As a result, our organization and team consistently receive recognition for excellence in service and support.  We are interested in a highly motivated individual whose #1 priority is making our customers happy. 
Align with a positive innovative culture with meaningful work and advancement opportunities that includes excellent benefits and highly competitive pay.

 
Experian Health is currently in search for a Client Technical Analyst II for the Franklin, TN office. This person should be energetic and  a 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 is required as it relates to the financial products sold by Experian Health.  Will provide support, promote innovation and technology within the suite of financial products to include PaymentSafe, PatientSimple, Patient Statements and other products as assigned.  Ability to support these products on multiple platforms such as OneSource, eCareNext, 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.
 

Essential job functions include:

  • Timely response to all issues whether email, case or phone initiated.

  • Work a schedule 8:30 – 5:30 M-F CT.

  • Assist with financial product training for new clients as well as existing users as needed

  • Assist with other various tasks/projects related to vendors, partners

  • Assist Manager and other staff with training and assistance when needed

Second level support:

  • Coordinate escalation for tickets/issues with internal engineers, staff, and vendors to reach timely resolution

  • Log and manage all issues worked within Salesforce CRM (ticketing service)

  • Update 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 enhancement

  • Assist Sales & Acct Mgmt. with pulling stats, relaying a client specific set up or attending client calls to answer/address product issue

  • 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 and Experience:

  • An associates or bachelor’s degree is preferred but not required depending on industry experience. 

  • 3-5 years of experience in an analyst role, 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 is a must
  • 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 windows/pc and browser troubleshooting is a plu
  • Working knowledge of Salesforce CRM (ticketing service) 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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