Healthcare Fraud Shield

Detects fraud, waste, abuse in healthcare

Customer Support Specialist

Customer SupportUpdated on Nov 13

Full-timeChesterfield, MO, USANo salary listed

About the Job

Requirements

Proven customer service experience, including resolving customer issues professionally and promptly.
Analytical troubleshooting skills and a structured approach to problem solving.
Ability to absorb complex technical information and communicate it clearly to users without a technical background.
Strong verbal and written communication skills, with attention to tone, accuracy, and follow-through.
Experience working within service-level agreements, deadlines, and competing priorities.
Ability to work effectively under pressure and exercise sound judgment when prioritizing customer needs.
Strong attention to detail and data-entry accuracy, including reviewing source articles and consistently capturing required information in a software system.
Advanced knowledge of web-based applications and Microsoft Office products, including Word, Excel, and Outlook.
Ability to maintain discretion when working with protected health information and other confidential or sensitive information.
Strong working knowledge of web-based applications.

Responsibilities

Develop expertise in the HCFSPlatform customer workflows and applicable support procedures.
Respond to customer support questions and application issues received by phone and email.
Investigate, document, and resolve customer issues, escalating matters to appropriate internal teams when additional technical or product expertise is required.
Maintain accurate, current documentation of customer interactions, communications, troubleshooting, resolutions, and follow-up actions.
Monitor assigned customer support cases and provide timely updates and follow-up, resolving cases within established service expectations.
Identify recurring customer questions or product issues and recommend improvements to support processes, internal documentation, FAQs, and reference materials.
Maintain and update software help content, release documentation, reference guides, and internal support resources as needed.
Review assigned news articles each business day, assess relevance against established business criteria, and enter required data accurately into the designated software system.
Complete vendor reporting updates related to customer support cases, accurately maintaining and submitting required case information, status updates, and resolutions by established deadlines.
Collaborate with Client Engagement, Implementation, IT, and other internal teams to support customer needs and issue resolution.
Comply with company privacy and security standards.
Use or disclose protected health information only as permitted or required by law and company policy.
Handle confidential and sensitive information with discretion and secure information-management practices.
Perform other duties as required.

Desired Qualifications

Experience in healthcare IT, clinical informatics, or healthcare Fraud, Waste and Abuse (FWA).

The Customer Support Specialist develops expertise in the HCFSPlatform and provides timely, accurate, and professional support to customers through phone and email. This role is responsible for troubleshooting issues, maintaining support documentation, completing assigned data-entry responsibilities, and collaborating with internal teams to ensure a positive customer experience.

Develop and maintain extensive working knowledge of the HCFSPlatform customer workflows, and applicable support procedures.
Respond to customer support questions and application issues received through phone and email.
Investigate, document, and resolve customer issues; escalate matters to the appropriate internal teams when additional technical or product expertise is required.
Maintain thorough, accurate, and up-to-date documentation of all customer interactions, including communications, troubleshooting efforts, resolutions, and required follow-up actions
Monitor assigned customer support cases and ensure timely updates, follow-up activities, and resolution within established service expectations.
Identify recurring customer questions or product issues and recommend improvements to support processes, internal documentation, FAQs, and reference materials.
Maintain and update software help content, release documentation, reference guides, and internal support resources as needed. This responsibility does not include delivering client training.
Review assigned news articles each business day, evaluate the information for relevance to established business criteria, and accurately enter required data into the designated software system.
Complete vendor reporting updates related to customer support cases, ensuring required case information, status updates, and resolutions are accurately maintained and submitted within established deadlines.
Collaborate with Client Engagement, Implementation, IT, and other internal teams to support customer needs and issue resolution.
Understand and comply with all company Privacy and Security standards.
Use or disclose protected health information only as permitted or required by law and company policy.
Handle confidential and sensitive information with ongoing discretion and secure information-management practices.
Perform other duties as required.

Proven customer service experience, including resolving customer issues in a professional and timely manner.
Analytical troubleshooting skills and a structured approach to problem solving.
Ability to absorb complex technical information and communicate it clearly to users without a technical background.
Excellent verbal and written communication skills, with strong attention to tone, accuracy, and follow-through.
Experience working within service-level agreements (SLAs), deadlines, and competing priorities.
Ability to work effectively under pressure and exercise sound judgment when prioritizing customer needs.
Strong attention to detail and data-entry accuracy, including the ability to review source articles and consistently capture required information in a software system.
Advanced knowledge of web-based applications and Microsoft Office products, including Word, Excel, and Outlook.
Ability to maintain discretion when working with protected health information and other confidential or sensitive information.
Strong working knowledge of web-based applications; experience in healthcare IT, clinical informatics, or healthcare Fraud, Waste and Abuse (FWA) is preferred.

Role Expectations:

This position focuses on customer support, issue resolution, accurate documentation, customer communication, and data-entry responsibilities.
The employee is not responsible for conducting client software training, designing client training programs, analyzing training surveys, supervising employees, assigning work to other staff members, or managing employee performance.

About the Company

Healthcare Fraud Shield

Detects fraud, waste, abuse in healthcare

Healthcare Fraud Shield provides fraud, waste, and abuse detection solutions for the healthcare industry through the FWAShield suite. The products include pre-payment and post-payment analysis that flag ineligible claims by linking proprietary data sources with analytics, plus features like real-time queries, complex reports, and automated case management. It differentiates itself by adapting quickly to client needs and offering scalable, data-driven tools combined with customization and expert claims analysis. Its goal is to reduce financial losses from improper payments and maximize ROI for healthcare providers, insurers, and other stakeholders.

Company size: 51-200
Company stage: Late Stage VC
Total funding: $50M
Headquarters: Chesterfield, MO
Founded: 2011

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