Senior Customer Support Specialist

Job Summary

Serving as a senior-level customer support professional, the full-time remote Senior Customer Support Specialist will resolve complex inquiries related to Electronic Visit Verification (EVV) and Electronic Data Interchange (EDI), while providing guidance and mentoring to Customer Support Representatives.

Key responsibilities

• Analyze and resolve complex customer and provider inquiries, acting as a primary escalation point for service issues
• Provide coaching, mentoring, and training to Customer Support Representatives to enhance performance and service quality
• Collaborate with internal teams, vendors, and stakeholders to improve operational processes and ensure compliance with program requirements

Required qualifications

• Strong leadership and coaching skills
• Excellent analytical and decision-making abilities
• Knowledge of Medicaid, healthcare operations, EVV processes, and EDI transaction standards preferred
• Ability to manage multiple priorities in a fast-paced environment
• Experience interpreting and applying policies and regulatory requirements