Payer Support Specialist

The Payer Support Specialist is part of the Enhanced Customer Service team and functions as a primary resource for payer support. This person will be responsible for day-to-day communication and support for ECHO’s payer network. The Enhanced Customer Service team reviews and handles all client requests, or assigns to the correct department for handling while maintaining communication and expectations with the client and internal ECHO parties.

• Hands-on customer support via email, Deskpro and phone.
• First responses to clients for all inquiries directed to the  inbox within 20 minutes or less.
• ECHOSoft and UI training to client users as needed.
• Outreach to clients for notices on import failures and outstanding import errors to be resolved before production.
• Managing client expectations while helping to set priorities for tickets assigned to other departments.
• Serve as client-liaison for Escalations, Production, Account Executives and Tech-on-call as needed.
• Identifies opportunities for improvement in Customer Service department processes.
• Identifies opportunities for improvement in ECHO’s customer-facing applications.
• Raises concerns regarding client relationships or escalated issues with Account Executives and management.
• Ensures priority handling for issues that must be resolved prior to production while maintaining consistent communication with the client regarding resolution.

• Demonstrated experience with Microsoft Products such as Outlook, Word and Excel.
• Experience in customer support roles.
• Ability to multitask and set priorities for self, team members and other departments.
• Ability to maintain and grow client relationships
• Experience in basic tech/web application support
• Exceptional communication skills