Client Technical Support Senior
Experian Information Solutions, Inc
Heredia, Heredia, Costa Rica
hace 3 días

Experian Health a nationallyrecognized pioneer developing innovative solutions for the healthcare industryand one of Healthcare Informatics Top 100 Healthcare Companies, is seeking aProduction Support Analyst to join our Schaumburg, IL office.

The Production Support Analyst willprovide support to both Claims and Remit Clearinghouses. The Production SupportAnalyst will work closely with the software development teams, customersupport, Enrollment and Payer Services teams to monitor file activity and investigateall claims or remit related issues.

Issues investigated can include : non-delivery of files, incorrect file formats, claims rejection investigationsand provider enrollment verification.

  • Monitor both the Claim Health Monitor and theERA Monitor (in-house applications) for errors or problems and determine theappropriate method of investigation to use for troubleshooting the problem.
  • Track open issues and report to customersupport, development, and / or clients until resolution is obtained.
  • Responsible for managing open issues queue andcommunicating updates to internal and external clients
  • Provides root cause analysis, resolution anddocumentation on problem ticket (using Salesforce).
  • Provides first level customer support andincident management and is a primary contact for triage and coordination ofclaim and remit related issues.
  • Support File Transfer processes for both claimsand remit as required.
  • Act as a liaison between development teams andsupport teams as well as between Passport / Experian and the Payers.
  • Recommend ideas and solutions to help simplifyand speed up support and troubleshooting process.
  • 2+ years of prior work experience in claims andremit operations (837 / 835 transactions).
  • 1+ years of prior work experience withSalesforce preferred.
  • 2+ years of prior work experience in the USHealthcare industry
  • 2+ years of prior work experience with Healthindustry claims and remits.
  • Strong attention to detail, routine tasks andchecklist are essential.
  • Excellent verbal and written communicationskills.
  • Extremely organized with strong time-managementskills.
  • Ability to work independently and with others.
  • Tech support background a plus
  • Experience with File Transfer processes a plus
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