Client Relationship Specialist II - ePay

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Will be responsible for managing customer relationships for customers that require additional assistance for various key areas. Will assist with increasing overall utilization of GHX solutions and services, add customer value and ensure customer retention and improved customer satisfaction levels within account assignment. Will have a passion for customer service and performance excellence, as well as self-motivation and a strong work ethic are essential to success. In addition, will demonstrate above average communication, analytical, problem-solving, project management and coordination skills, as well as the ability to develop and maintain strong business relationships.Principal duties and responsibilities:
  • Maintain customer service issues within the ticket tracking system.
  • Assist with managing support escalation mailbox to assist with ticket escalation.
  • Follow-up of customer service issues consistent with service Level Agreements (SLA's) or internal workflows and customer service policies and procedures.
  • Facilitate communicating with strategic/key customers during system delay events.
  • Interact with providers and suppliers and provide up-going support regarding daily operational issues including; research, follow-up, reconciliation, and resolution related to virtual card and/or bank transmitted (ACH).
  • Cross-training, management and execution of control totals for bank partners.
  • Audit cases in support mailbox or queue that need to be escalated to internal teams.
  • Analyze support ticket trends and engage with internal team members and external customers to resolve.
  • Identify where we have gaps in support or other internal processes that can be improved based upon support tickets logged/ticket tracking and trending. Example: additional training document or recordings, additional product enhancements, etc.
  • Work cross functionally with internal team to raise awareness and assist with prioritization of critical issues for resolution; either through product or process changes.
  • Proactive/reactive customer outreach to drive changes with our customer community to help further reduce ticket volume when necessary.
  • Proactively develop and maintain Knowledge Articles both for internal and external teams.
  • Attend training and support on any new products and services. Team will disseminate information with other COE members as well as Customer Success Management and Customer Support team members.
  • Assist with miscellaneous office responsibilities as needed; daily mail distribution.
Required skills:
    • Analytical, detail-oriented with strong project management skills.
    • Effective time management skills and ability to overcome obstacles to meet deadlines.
    • Able to work effectively with cross-functional teams and personnel at varying levels within GHX and customer organizations.
    • Proven ability to identify and solve customer problems and increase customer efficiency and value.
    • Provide timely and consistent communication to management as to the status of customer service issues and any support or assistance needed to achieve the desired result.
    • Ability to assist management in developing overall strategy and objectives and coordinating day to day operations.
    • Ability to manage multiple priorities.
    • Requires exceptional customer service skills.
Required Qualifications:
  • Bachelor's degree in Business or a related discipline, or a combination of education and related experience.
  • Minimum of 1 year experience working in a customer support environment.
  • Proven effectiveness working in a collaborative environment.
Preferred qualifications:
  • Healthcare systems, medical or software solutions implementation.
  • Experience with various ERP systems.
  • EDI experience.
  • SalesForce experience.
Estimated hourly compensation $20.00 - $25.00The base hourly range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.
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Technology we use

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Location

GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

How do you collaborate with other teams in the company?

What works for me is bringing organic chai in from time to time for what's now known as "Tea Thursdays." I start brewing Masala chai early in the morning and prepare mugs, almond milk, and sweetener. Collaboration is my cup of tea!

Octavian

Technical Process Analyst II

How does the company support your career growth?

At GHX, your career is what you make it. My team frequently conducts skip-level meetings where we have open dialogue around career aspirations, projects we want to execute on, and any roadblocks we’re hitting. I’ve always felt empowered to grow here at GHX.

Brittany

Manager, Financial Planning & Analysis

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Home Office Stipend for Remote Employees
$125 per month
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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