Note: The job is a remote job and is open to candidates in USA. R1 RCM is a leading provider of technology-driven solutions aimed at transforming patient experiences and improving financial performance for healthcare institutions. The Client Services Specialist will provide technical support for R1 applications, troubleshoot issues, and ensure customer satisfaction while managing support tickets and documentation.
Responsibilities
- Resolve a queue of tickets submitted to Application Support by internal and external stakeholders
- Demonstrate advanced troubleshooting skills, logical analysis/research skills and complex problem resolution skills to effectively present issues with potential solutions or logical steps in resolving issues
- Write user stories with accurate acceptance criteria that will be used by development, to ensure that the stakeholder concern is effectively captured and addressed by the product owner
- Ensure responses to all support tickets, both internal and external, meet or exceed Service Level Agreements (SLA)
- Perform root cause analysis and investigation into incidents while maintaining ownership from first contact to ticket resolution
- Manage application configuration to ensure optimal levels of function, cybersecurity, and performance
- Create and maintain Standard Operating Procedure documentation
Skills
- 1+ years of customer service experience
- Proven experience in working with at least one reporting based product (MS Excel, MS Power BI, Tableau, etc.)
- Proficient in Microsoft Word, Excel, Outlook, PowerPoint
- Excellent verbal and written communication skills
- Strong attention to detail and organization skills
- Ability to test, analyze, troubleshoot and isolate complex problems
- Experience working in a remote environment with a ticket-based system (Jira, Azure DevOps, ServiceNow, Salesforce)
- Service-oriented with demonstrated ability to maintain high levels of customer satisfaction
Benefits
- Competitive benefits package
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