Employer: nThrive
Overview
Who we are
FinThrive – formerly nThrive and acquired companies, TransUnion Healthcare and PELITAS – is advancing the healthcare economy. We rethink revenue management to pave the way for a healthcare system that ensures every transaction and patient experience is addressed holistically. We’re making breakthroughs in technology—developing award-winning revenue management solutions that adapt with healthcare professionals, freeing providers and payers from complexity and inefficiency, so they can focus on doing their best work. Our end-to-end revenue management platform delivers a smarter, smoother revenue experience that increases revenue, reduces costs, expands cash collections, and ensures regulatory compliance across the entire revenue cycle continuum. We’ve delivered over $7.6 billion in net revenue and cash to more than 3,245 customers worldwide. When healthcare finance becomes effortless, the boundaries of what’s possible in healthcare expand. For more information on our new vision for healthcare revenue management, visit FinThrive.com
What we offer
Our people make us great. We know that our colleagues are the most integral part of our story.
We offer a flexible, work-from-anywhere environment -coming together across time zones, countries, home offices and computer screens. Our valued team members work across the U.S., Canada, India and beyond.
We encourage you to take time away from work –whenever you need it. Our flexible time off lets you make time for what matters most. We want you to travel, refresh, spend time with family and friends, and give back to your communities.
We’re big on professional development. Through training and education, we help you develop the skills you need to excel in your role and beyond.
We’re proud of our award-winning culture. We’ve been certified as a “Great Place to Work” since 2017. Our goal is to engender a culture based on diversity, inclusion and respect—a culture where your voice is valued—and you always have a seat at the decision-making table.
FinThrive Perks
- Fully remote working environment
- Flexible time off (FTO)
- Professional development opportunities
- 12 Weeks of paid parental leave
- In-person and virtual company retreats
- 5-days of paid volunteer hours at an approved 501(c)(3) Organization
- Company lump-sum contribution to HSA-eligible medical enrollees
- 401k Eligible upon date of hire—up to 3% company match
- Exclusive discounts from your favorite brands via PerkSpot
Impact you will make
The Contact Center Specialist has an important role in our ongoing commitment to delight our clients by resolving technical support tickets for our revenue cycle products. Through unmatched customer service with a focus on quality and SLA achievement, this role takes timely action on all technical support requests. With subject matter expertise of our products and technical team support structure, the Techical Support Specialist (Contact Center) enjoys opportunities for career growth through both learning and internal career mobility.
What you will do
- Become knowledgeable of the following:
- Revenue cycle product suite
- Salesforce Case Management
- Steps to resolve customer support requests
- Support models for routing to the correct technical team
- Delight our clients by ensuring technical support requests receive a quality response within the SLA of one business day
- Ensure that all cases received by phone are logged in Salesforce and receive a case number
- Ensure that all cases are updated in Salesforce as additional actions or correspondence takes place
- When unable to fully resolve the case, leverage all available resources including support models to ensure cases are routed to the appropriate team while maintaining the action plan for the client in Salesforce
- Adhere to all internal SLAs, minimizes backlog risk
- Identify any trends in customer support requests and notifies supervisor
- Identify potential business critical issues and escalates appropriately
- Understand and ensures the critical nature of data accuracy for client data tables.
- When on-call, ensure action is taken for critical requests that can be resolved without routing. When routing is necessary, ensures routing takes place as soon as possible, during regular business hours
- Follow established policies and procedures regarding case resolution
What you will bring
- 1+ year of experience in a software technical support role troubleshooting customer software issues or at least 1+ year of experience in healthcare insurance or patient accounts receivable follow up, working for a vendor supporting a client hospital or physician
- Demonstrated ability to effectively communicate verbally with customers in an attentive, friendly and engaging manner in alignment with FinThrive’s values
- Experience showing initiative, including anticipating customer needs and going the extra mile to ensure an engaging and positive customer experience
- Demonstrated experience communicating effectively with a customer and simplifying complex information
- Experience working with customer support including issue resolution management
- Ability to multi-task and prioritize departmental functions to meet both timed deadlines and quality expectations with great attention to detail
- Demonstrated ability to meet performance objectives, including all applicable service level agreements
- Ability to cross-train other team members
- Demonstrated success working both individually and in a team environment.
- Demonstrated ability to navigate Internet Explorer and Microsoft Office
- Demonstrated ability to learn new technology, support models for routing cases to the correct support team, the revenue cycle process, FinThrive’s revenue cycle product suite, and to be fully trained and operating independently within the 90-day training period
- Ability to work on call hours which includes rotating weekends
- High school diploma or GED
What we would like to see
- Experience working in SalesForce
- Knowledge of the revenue cycle
- Knowledge of revenue cycle software
- Experience with FinThrive’s software