Reporting to the Client Technical Manager, the Tier 2 Client Support Representative will manage complex issues escalated from internal teams related to the Patient Access Curator suite of products.

You will:

• Work with payers, trading partners, internal Experian Health technical teams, and our clients to resolve issues.
• Troubleshoot issues related to the Patient Access Curator platform.
• Troubleshoot complex payer issues.
• Small to medium size project management and oversight.
• Manage a large caseload of issues and questions escalated from Customer Support, and Relationship Management in Salesforce.
• Work with clients via support cases, email, and telephone and meet with them to resolve issues.
• Determine the severity and scope of issues, inquiries, and requests.
• Manage and troubleshoot client and user payer configurations.

About Experian
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Experience and Skills

• 3+ years experience researching and troubleshooting client support cases
• Experience in the healthcare revenue cycle industry
• Experience with and knowldge of ANSI X12 message structure (270/271).
• Analytical with a keen eye for detail.
• Remain even-keeled with frustrated customers.
• Flexibility to manage unforeseen situations outside of the agent’s control.
• Patience in handling repetitive customer support issues.
• Prioritize and differentiate important tasks from urgent ones.
• Build relationships: engage and establish trust/credibility with important partners across all levels of the customer organization
• A bachelor’s degree in business, healthcare management, or a related field
• Experian support is a 24/7 365 responsibility. Flexibility is essential, as there may be a need for evening, overnight, and/or weekend availability.

Additional Information

Please refer the Job description for details