<p>Kforce has a client that is seeking a 3rd Shift Customer Service Representative in Englewood, CO.</p> <p>Overview: The Customer Support Specialist will resolve platform or service problems by clarifying the customer's inquiry, determining the cause of the issue, and providing the best resolution in real time and/or follow up communications. The Specialist will act as a liaison between customers and various Bank departments to resolve customer and/or technology issues. Familiarity with healthcare revenue cycle management and payment processing markets as well as thorough knowledge of Bank products, services, applicable regulations, systems and procedures will be key to success. The Specialist will be required to manage multiple channels of communication while maintaining world class customer service and demonstrating extraordinary problem-solving, technical troubleshooting and research skills to provide a speedy resolution to the patient or client.</p> <p>Duties Include:</p> <ul> <li>Serve as the payment portal subject matter expert (SME) providing guidance and world class support across healthcare providers, partners, and patients leveraging our solutions </li><li>Manage multiple communication platforms including inbound chats, phone calls, and emails </li><li>Triage customer issues and follow support guidelines for escalation to second level support and/or management as needed </li><li>Assist with identification and escalation of business critical and high priority client issues </li><li>Place outbound calls as necessary to resolve customer issues </li><li>Maintain clear understanding and adherence to Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) to effectively resolve support tickets </li><li>Become familiar and compliant with all relevant HIPAA and PCI privacy and security requirements </li><li>Facilitate communication between customers and internal stakeholders regarding finance notices and requests* High School diploma or equivalent </li><li>3+ years of Contact Center, Customer Service, Technical, Healthcare or Payment processing related support role </li></ul> <p>Preferred Skills/Experience:</p> <ul> <li>Effective problem-solving and critical thinking skills </li><li>Ability to navigate multiple computer systems, applications, and utilize search tools to find information </li><li>Proven time management and multi-tasking ability </li><li>Strong customer service, written and verbal communications skills </li><li>Experience interacting positively with unsatisfied customers </li><li>Proficient computer navigation skills using a variety of software packages including Microsoft Office applications </li></ul>