Client Support Specialist

CLIENT SUPPORT SPECIALIST

Job Code: CSS

Reports To:

Manager, Client Support
Base

Location:

AZ or CO

Work Status:
Virtual Office

Minimum Starting Monthly Range: $4,567

Minimum Hiring Range: $4,567 - $5,167

Full-time / Part-time:
Full-time

Exempt / Non-Exempt:
Non-Exempt

Risk Designation:
High

The Client Support Specialist is an integral part of the Client Support team, providing support to consumers, participating organization, and internal stakeholders. The Client Support Specialist has a wide range of tasks including but not limited to user provisioning, alert maintenance, patient panel uploading, and general portal use support. The Client Support Specialist position is a hybrid position requiring the ability to work both remotely and, in the office, as required.

This position balances multiple support activities including matters related to both operational and project support.

This position is based in Phoenix Arizona;
Denver Colorado; or Grand Junction, Colorado and requires local residency in one of these base locations. Our strategic flexibility allows for local work from home opportunities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as point of contact for participants through emails, support tickets, and calls regarding questions about HIE support.
• Diagnose and resolve non-technical and technical issues.
• Manage users in the appropriate environment.
• Troubleshoot and resolve data and platform issues.
• Triage incoming service requests and elevate as needed.
• Maintain effective working relationships with internal stakeholders and external participants.
• Document outcomes of support in the ticketing system.
• Manage patient consent status in the appropriate platform.
• Process Request for Information (ROIs) submitted by patients. Respond to support requests via email, ticketing system, or phone within SLA guidelines.
• Follow standard help desk procedures.
• Monitor call queue, call backlog, and open calls.
• Monitor logs, systems, and/or accounts.
• Stay current with system information, changes, and updates.
• Provide after‑hours support in an on‑call rotation.
• Provide tier 1 internal helpdesk support for Contexture employees and elevate tier 2 issues as needed.
• Work with vendor support contacts to resolve technical issues.
• Work collaboratively with IT and BAM team to ensure business application systems are used in accordance with approved Contexture role‑based access control policy.
• Perform other related duties as assigned.

• Working knowledge of helpdesk processes and procedures.
• Working knowledge of basic computing hardware including laptop and desktop computers.
• Working knowledge of Microsoft Windows and Microsoft Office / Microsoft 365.
• Analytical and organizational skills.
• Excellent written and oral communication skills.
• Strong attention to detail.
• Ability to build and maintain respectful, professional, and productive relationships with both internal and external stakeholders.
• Manage competing priorities in a complex and dynamic environment.
• Knowledge of service ticketing practices and procedures.
• Knowledge and experience of customer service practices.
• Position requires the ability to listen and follow oral and written instructions.
• Advanced knowledge of Microsoft Word, Excel, and customer relationship management (CRM) software.
• Knowledge of and experience in the capabilities of desktop, laptop, telephone, and video technologies.
• Understanding of how Okta or other multi‑factor authentication tools operate.
• Advanced knowledge of Microsoft office suite (Word, Excel, and PowerPoint).
• Knowledge of Microsoft Teams.

• Minimum of 2+ years’ experience in operational support of health information technologies, customer service, and healthcare required.
• High school diploma or GED required.
• Bachelor's Degree preferred in Information Technology, Computer Science, or Business Administration or…