Senior Customer Support Specialist

Job Summary

Serving as a senior-level customer support professional, the full-time 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 in a remote setting.

Key responsibilities

• Analyze and resolve complex customer and provider inquiries, acting as the 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
• Experience with Medicaid, healthcare operations, EVV processes, and EDI transaction standards preferred
• Excellent analytical and decision-making abilities
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in interpreting and applying policies and regulatory requirements