Job Description

Customer Support Specialist

Department: Customer Management

Employment Type: Full Time

Location: Headquarters

Description

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.

Key Responsibilities

• 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.

Skills, Knowledge and Expertise

• 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.

Benefits

• Medical, Dental & Vision insurance
• 401(k) retirement savings with employer match
• Vacation and sick paid time off
• 7 paid holidays & 2 floating holidays
• Paid maternity/paternity leave
• Disability & Life insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Free on-site fitness center (for local employees)
• Professional and career development initiatives
• Remote work eligible

Remote Work Requirements

• Must have high speed Internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.

Healthcare Fraud Shield is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.