Technical Product Support Analyst
Posted on 2/10/2024
Inovalon

1,001-5,000 employees

Cloud-based SaaS solutions for improved healthcare outcomes
Company Overview
Inovalon stands out as a leading healthcare technology company, leveraging its data-driven, cloud-based SaaS solutions to improve clinical outcomes and economics. Its Inovalon ONE® Platform, the most widely used cloud platform in U.S. healthcare, combines national-scale connectivity, an unparalleled primary source dataset, and advanced analytics, serving top health plans, pharmaceutical companies, and healthcare provider systems. This broad customer base, coupled with decades of healthcare and technology experience, positions Inovalon as a key player in enhancing patient care and healthcare economics.
Data & Analytics

Company Stage

N/A

Total Funding

N/A

Founded

1997

Headquarters

Bowie, Maryland

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

7%

2 year growth

24%
Locations
Minneapolis, MN, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Customer Service
CategoriesNew
Sales & Account Management
Customer Success & Support
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
  • Experience handling confidential information is preferred
  • High School Graduate or General Education Degree (GED)
  • Bachelor’s degree is preferred
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
  • 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
Desired Qualifications
  • Bachelor’s degree