Job Details

Help Desk

San Antonio, TX. (Hybrid)

Contract-to-Hire position

Job Description

We are seeking a Contract Help Desk Tier 1 Customer Service Representative to join our client's dynamic team. In this role, you will be the first point of contact for our providers, answering incoming calls and ensuring that each inquiry is handled professionally and comprehensively. Your primary responsibility will be to provide prompt resolutions to customer issues, with a commitment to resolving queries within 24 hours. When necessary, you'll escalate more complex issues to Tier 2 or Tier 3 support, ensuring a seamless customer experience.

This position offers an opportunity to make a significant impact on customer satisfaction while gaining valuable experience. The ideal candidate is passionate about customer service, detail-oriented, and has a keen interest in processes and technology.

Duties and Responsibilities:

• Answer incoming calls from healthcare providers promptly and professionally.
• Provide accurate and timely responses to customer inquiries and issues.
• Document each call thoroughly in the customer service system.
• Resolve customer issues within 24 hours or escalate to appropriate tiers as needed.
• Ensure all documentation reflects current procedures and update as changes occur.
• Help resolve internal and external client issues related to project processes.
• Identify and suggest improvements to existing process flows.
• Verify client file uploads for completeness and accuracy.
• Respond to client requests for additional information about file transfers and registration.
• Produce status reports on current cases upon request.
• Provide advanced technical support for desktop, and network, issues.
• Manage and troubleshoot network issues, including routing and connectivity problems.
• Document and track issues, resolutions, and processes.
• Maintain a high level of customer satisfaction through timely and effective problem resolution.
• Collaborate with other IT teams to ensure seamless support and service delivery.

Pay & Benefits Summary:

Hourly rate: $16.20

Education:

High school diploma or equivalent required Associate's or Bachelor's degree in a related field preferred

Nice-to-Haves:

Prior experience working with healthcare providers or in a healthcare setting Familiarity with HIPAA regulations and healthcare data privacy standards Knowledge of common healthcare software systems

Required Experience/Skills:

Excellent verbal and written communication skills Strong problem-solving abilities and attention to detail Proficiency in using customer service software and databases Ability to multitask and prioritize in a fast-paced environment Basic understanding of healthcare terminology and processes Experience in customer service or help desk support