Customer Product Support Analyst @ Inovalon

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview:The Customer Product Support Analyst will be responsible for responding to inbound customer requests (phone, email, chat) to provide technical assistance on Inovalon’s Network’s supported products. This position will provide support for application software, operating systems and integrated 3rd party products to customers and vendors. Manages progress toward resolution and documents customer communication throughout the “life-cycle” of a reported issue.

Duties and Responsibilities:

Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools;
Contact and interface for customers regarding support, troubleshooting and problem resolution;
Resolve technical support issues for Inovalon supported products within identified timeframes with a focus on first call resolution;
Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;
Document all activities with customers in CRM per defined process and procedures;
Resolve open cases within specified guidelines;
Elevate issues following escalation procedure timely and as appropriate;
Maintain compliance with Inovalon’s policies, procedures and mission statement;
Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

Minimum of 1 year of experience in customer service;
Experience multi-tasking in a fast paced, detail-oriented environment; 
Experience working independently;
Experience working with cross-functional teams; 
Experience in a call center environment, Healthcare IT industry with high volume of transactions is preferred;
Software Technical Support experience is preferred;
Healthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred;
Knowledge working with Problem Management, Records Management ticketing system is preferred;
Experience using CRM Software is preferred;
Experience with MS Office Products is preferred; and
Experience handling confidential information is preferred.

Education:

High School Graduate or General Education Degree (GED);
Bachelor’s degree is preferred.

Physical Demands and Work Environment:

Sedentary work (i.e. sitting for long periods of time);
Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
Subject to inside environmental conditions; and
Travel for this position will include less than 5% locally usually for training purposes.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Base Compensation Range

$15.62—$19.24 USD

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. Inovalon is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.

By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.

To review the legal requirements, including all labor law posters, please visit this link

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