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Client Support Specialist

Client Support Specialist – Tempe, AZ

With general direction and utilizing occasional independent judgment and discretion, this role provides account management support to build and maintain effective relationships with hospice clients and durable medical equipment
(DME) partner providers. This may include but is not limited to leading web trainings, supporting and participating in
partner reviews, troubleshooting client issues and providing general business analytics and presentation support.

Responsibilities include the following:

  • Provides first level support to address general and routine areas of concern. Researches and documents issues and identifies opportunities for improvement to ensure client satisfaction. This may include providing system troubleshooting and support, corrective action, retraining and bill review.
  • Runs, manages and analyses activities reports to provide a current status on client profitability, utilization rates, quality scores and key performance indicators. Prepares information for review and formal presentation to clients and other key stakeholders.
  • Supports and participates in routine business reviews via webinars that may include periodic status updates. May
    participate in the presentation of activity, performance and recommendations to clients and/or DME providers.

Required knowledge, skills and abilities to perform the role include the following:


Education, Work Experience or Related Experience:

  • A general knowledge of general business, sales and marketing as normally obtained through the completion of 2 to 3 years of formal education in a business management or closely related field of study
  • A Bachelor’s Degree is preferred
  • Two to three years of experience in which incumbents regularly interface with customers, support sales and/or
    client relationship management and provide problem resolution; Experience should also include administrative
    support that entails general analytics and the formal presentation of information
  • Sales support, relationship management and/or direct sales experience preferred
  • Experience in the healthcare or medical fields in which incumbents have gained an understanding of durable
    medical equipment is strongly preferred

Specialized Knowledge, Skills & Abilities:

  • Good communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present information and training to varied clients
  • Good analytical skills to review data, identify trends, correlate information, and provide a summary of findings
  • Intermediate to advanced Excel skills to run, analyze and present data as described
  • An attention to detail is required to provide support for contract administration
  • A general knowledge and understanding of hospice and durable medical equipment operations is preferred
  • Knowledge and familiarity with StateServ’s proprietary order management platform is preferred
  • The ability to maintain confidentiality of patient information and follow standard operating procedures with regard
    to patient data to ensure compliance with HIPAA is required

Equipment:

  • Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required

Physical Requirements and Demands:

  • Occasional travel may be required including overnight travel

NOTE: To apply for this position, please send your resume and/or relevant work experience to cyeretzian@stateserv.com.