Senior Client Support Specialist

Job Code: SRCSS

Reports To:

Manager, Client Support
Base

Location:

AZ or CO

Work Status:
Virtual Office

Minimum Starting Monthly Range: $5,147

Hiring Range (Monthly Pay): $5,147 – $5,833

Full-time / Part-time Full-time

Exempt / Non-Exempt Non-Exempt

Risk Designation:
High

The Senior Client Support Specialist is an integral part of the Client Support team. The Senior Client Support Specialist is responsible for providing helpdesk and technical support for consumers, participants, and internal partners within Contexture’s platforms. The Senior Client Support Specialist will provide mentoring and training of the Client Support Specialists, act as a liaison between different departments within the organization and provide enhanced services to users/participants.

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 Subject Matter Expert (SME) in assigned subject area(s).
• Collaborates with the Manager, Client Support, to contribute to the development and revision of training plans for Client Support Specialist.
• Review patient queue for errors and reprocess files as needed.
• Serve as mentor to Client Support Specialists.
• Serve as a tier-two escalation point for complex tickets and questions that may require further investigation and/or support from other Contexture teams.
• Distribute outage notifications to participating organizations.
• Troubleshoot data and manage technical issues related to platform access issues.
• Manage user in the appropriate environment.
• Assist with onboarding new hires and OTJ Training.
• Maintain effective working relationships with participants.
• Document support outcomes in the ticketing system.
• Manage patient consent status in appropriate platforms.
• Process Request for Information (ROIs) submitted by patients.
• Troubleshoot alert/notification and migration issues.
• Respond to support requests via email, ticketing system, or phone within SLA guidelines.
• Provide and distribute regular reports to internal and external customers and produce ad-hoc reports as needed/requested.
• Responsible for monitoring and maintaining the support queue efficiently.
• Identify and elevate situations requiring urgent attention.
• Stay current with system information, changes, and updates.
• Provide after-hours support in on-call rotation.
• Evaluate, research, and determine best response to issue.
• Track and route problems and requests and document resolutions.
• Performs other related duties as assigned.
• Participates in design, review and influences critical technology projects within scope of role and team.
• Knowledgeable about interface specifications and HL7 messages/CCDA documents for implementation projects.
• Provides support to participant in collaboration with technical resources for system changes. Assist in testing and validation of interfaces and tools developed by Contexture or its vendors.
• Manage competing projects and initiatives while self-managing through difficult and demanding situations with timely decision making and creative problem solving.
• Strong ability to understand technical and clinical workflows of…