Note: The job is a remote job and is open to candidates in USA. Heartland Dental is a dental support organization providing administrative support to dental practices. The IT Analyst 1 - Inbound, Account Management provides remote access management, software support, customer service, account provisioning, troubleshooting, and issue escalation for core dental practice systems.
Responsibilities
- Deliver efficient and valuable customer service via phone, email, and tickets
- Handle inbound communications professionally; answer inbound phone calls, addressing customer needs promptly and courteously
- Respond to electronic requests from customers in a timely manner
- Support user account provisioning, maintenance, and de-provisioning of dental office users within a variety of applications
- Troubleshoot and resolve user account login issues (password resets, Active Directory changes, Office 365, email, etc.)
- Facilitate electronic claims setup and address related support questions
- Provide support to the internal stakeholders to ensure dental providers’ user account information is set up and functioning within the current dental practice management software
- Handle creation, maintenance, and troubleshooting of dental office accounts on insurance websites, ensuring seamless access and functionality
- Educate end users on self-service tools for common account management tasks
- Participate as a member of the IT Account Support Team by providing feedback on current processes and tools used to support and solve user account issues and incidents
- Accurately document support activities, escalating complex issues to appropriate teams for resolution as necessary
- Other projects as assigned
Skills
- Completion of one year of relevant experience in a customer service/support role
- Practical customer service skills, demonstrating the ability to manage customer inquiries and deliver exceptional service
- Ability to answer telephone calls and communicate information to customers
- Exceptional verbal and written communication skills, with the ability to convey information clearly and across various channels
- Strong computer skills, with excellent organizational skills, accuracy, and attention to detail
- Ability to work well under pressure and prioritize multiple tasks
- High level of maturity, personal initiative, and sound judgment with the ability to interact with co-workers in a collegial manner to accomplish common task
- Attendance and punctuality are essential
- Meet or exceed documented KPI's
- Ability to perform essential duties satisfactorily with or without reasonable accommodation
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
- Customer service experience in IT or healthcare fields
- Completion of associates degree in IT field
- Active Directory experience
- Familiarity with Azure
- Payor websites experience
Benefits
- Remote work
Company Overview
Company H1B Sponsorship