Customer Support Anlayst

Who we are...

Ciox Health merged with Datavant in 2021, creating the nation's largest health data ecosystems, powering secure data connectivity on behalf of thousands of providers, payers, health data analytics companies, patient-facing applications, government agencies, research institutions and life science companies. The combined company is focused on improving patient outcomes and reducing costs by removing impediments to the secure exchange of health data. Ciox, a Datavant company will offer the ability to access, exchange, and connect data among the thousands of organizations in its ecosystem for use cases ranging from better clinical care and value-based payments to health analytics and medical research.

What we offer...

At Ciox Health we offer all employees a place to grow and expand their current skills so that they can not only help build Ciox Health into the greatest health technology company but create a career that you can be proud of. We offer you complete training and long-term career goals. Our environment is what most of our employees are the proudest of and our Architecture Group is comprised of some of the brightest and most talented individuals. Give us just a few moments to explain why we need you and hope you will help us change how the health Industry manages its' medical records.

What we need...

Customer Support Analysts provide support to the customer service and collection departments. Most of the work performed in this position is responding to customer emails, live chats, and phone calls regarding status updates, billing disputes and invoice adjustments. Other jobs duties include taking and applying payments, reporting processing errors and researching accounts/invoices for special projects.

Meet personal/team email goal targets and quotas
• Answering a high volume of emails and live chats on a daily basis
• Provide backup support on the Customer Service phones whenever needed
• Analyze and identify patterns of incorrect billing, indexing errors, and client disputes by reviewing accounts for accuracy
• Investigate and respond to customer inquiries regarding billing disputes
• Research appropriate billing types and verify them against existing statutes.
• Submit billing adjustments as necessary.
• Processes cancellation requests.
• Works with clients to obtain fee approval for requests that exceed established pricing thresholds
• Assist customer service and collections to develop possible resolutions.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential CIOX products or services to customers
• Performs other duties as assigned.

• Experience in an office environment, preferably in business to business collections or customer service
• Type 45 words per minute
• Possess effective verbal and written interpersonal communication and listening skills.
• Proven customer support experience
• Working knowledge of the Microsoft Office Suite, especially Word and Excel.
• Must be able to apply appropriate billing statues.
• May require knowledge of specific account types and billing procedures.
• Ability to work with accuracy in a fast-paced environment, while providing excellent customer service.
• Be very organized and be capable and willing to multi-task.
• Ability to work both independently and as part of a team.
• Ability to sustain continuous pressure, withstand conflicting requirements.
• Possess strong time management skills.
• High School diploma or equivalent.

To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Ciox Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.

For remote work, this position requires that you provide a high-speed internet connection, subject to applicable expense reimbursement requirements (if any), and a work environment free from distractions.

With very limited exceptions (medical conditions or sincerely held religious beliefs that prohibit you from getting the vaccine), one of the requirements for this job is that you be fully vaccinated against COVID-19. *Except for states where legally prohibited to enforce mandates.

Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.