Acts as a day-to-day liaison between the client and ChartSwap.
Works in a proactive and consultative role to educate and enhance the client user experience by educating them on ChartSwap services and products, incident management, escalations, and fulfillment of client requests.
Coordinates with internal departments to drive accuracy, timely completion, and overall customer satisfaction with the ChartSwap service.
ESSENTIAL RESPONSIBILITIES
Build and maintain relationships with clients via email as well as over the phone.
Responsible for answering support emails and cases from clients within established response times.
Communicate all necessary information to clients in a timely manner using the appropriate communication method.
Participate in client health checks and other proactive conversations with the client.
Assist with client training and education.
Assemble and distribute reporting to clients, as needed.
Create new or modify existing account configuration and location listings.
Liaison between ChartSwap’s requestor support team and provider clients.
Maintain a consistent line of communication regarding clients with the Business Development/Sales Team.
Coordinate efforts with other departments to handle urgent client inquires.
Ensure that client preferences and communications are documented and updated in all applicate systems.
Notify Manager of any patterns of errors identified in the system or workflow.
Follow workflows identified in departmental procedure manual.
Participate in all weekly and monthly support meetings.
Excellent time and attendance, ensuring availability during business hours.
Other duties as assigned.
Job Requirements
ABA Paralegal Certified and/or broad depth knowledge of internal company systems and processes
Bachelor's Degree in related field plus 3 years of client services experience within the industry or equivalent work experience
High detail orientation and strong oral, written, and phone communication skills.
Strong computer skills: ability to navigate through the Internet, MS Office, and email.
Ability to type 40+ WPM and enter data accurately.
Ability to problem-solve with a sense of urgency.
Ability to prioritize and meet critical deadlines in a fast-paced environment.
Outstanding interpersonal skill with, peers, superiors, customers, vendors, and other partners.
Ability to handle challenging client interactions.
Ability to handle private health information confidentially and in line with company policies and procedures in compliance with HIPAA.
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