Summary:

The Client Services Specialist will be part of a small and efficient team of professionals who provide remote support for all facets of the InfoDive system. By leveraging exceptional customer service skills and an understanding todays health care processes and trends the Client Services Specialist will solve a wide variety of challenges in a fast-paced environment via phone and online support of the InfoDive software application and associated services as well as ensuring client satisfaction of InfoDive product and features.

Primary Duties and Responsibilities:

• Provide product support for customers

• Provides phone email and on-line/Web assistance in resolving support issues

• Provides customer training as needed for on-boarding of new customers or refresher for existing customers

• Provides effective customer service in a timely fashion

• Utilizes soft skills and troubleshooting skills to resolve client issues and questions

• Asks probing questions to gather relevant information on routine and complex calls

• Uses effective listening skills to develop understanding of client questions or issues

• Documents tracks and monitors client incidents in CRM system

• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines

• Communicates information to both technical and nontechnical personnel

• Articulates technology and product positioning to both business and technical users within a practice

• Works in conjunction with sales team as a business operations advisor and product advocate for Divisions products

• Adheres to standards and procedures for project reporting problem resolutions and documentation

• Develops and maintains relationships with customers deliver excellent customer service and manage customer expectations appropriately

• Maintain awareness of competitive activity and industry trends

• Provides follow up calls to customers when appropriate and escalate problems as necessary

• Assists in delivery of product demonstrations to practices

• Assists with implementation of special projects and/or contracting relating to technology offerings within the practices

• Identify troubleshoot and assist customers with technical issues

• Other related duties assigned as needed

Required Skills and Qualifications:

• Requires a minimum of four (4) years progressively responsible related medical practice experience

• Bachelors degree in business administration economics health care administration operation research public health administration or other related field or four (4) years of experience in a directly related field

• Experience with Medicare Part B and Private Payer Billing and reimbursement policies and procedures

• Working knowledge of at least one Practice Management Software System

• Knowledge and experience with Payer contract structure

• Excellent analytical skills

• Excellent organizational skills

• Demonstrated strong communication and interpersonal skills

• Knowledge of organizations policies and procedures

• Knowledgeable on the various types of computer hardware and software customary to medical practice environment

• Ability to work independently and as part of a team

• Proficient in Microsoft Office applications

What Cencora offers

We provide compensation benefits and resources that enable a highly inclusive culture and support our team members ability to live with purpose every day. In addition to traditional offerings like medical dental and vision care we also provide a comprehensive suite of benefits that focus on the physical emotional financial and social aspects of wellness. This encompasses support for working families which may include backup dependent care adoption assistance infertility coverage family building support behavioral health solutions paid parental leave and paid caregiver leave. To encourage your personal growth we also offer a variety of training programs professional development resources and opportunities to participate in mentorship programs employee resource groups volunteer activities and much more. For details visit time