Career Opportunities

Client Services Representative

Position located in Syracuse, NY

Position Description

This position for an experienced professional is responsible for managing all aspects of client support. The position assists commercial customers (e.g., insurance plans, administrators and consultants), healthcare professionals, academic researchers, and consumers to understand and effectively use healthcare data products and online tools. This position works closely with internal FAIR Health areas such as product management, sales, marketing, data analysts and the IT and legal teams. This is not a call-center or “help desk” position. We are looking for a professional with a customer service mindset who will learn how complex data products are developed and be adept at handling client relationships and resolving questions on technical and data-related issues. The successful candidate may come from a healthcare, insurance, financial services or telecommunications background.

Duties and Responsibilities

  • Work with commercial clients and prospective clients to explain data methodologies and products
  • Research complex requests, escalate to internal teams when appropriate and respond ensuring customer satisfaction
  • Process and monitor client requests through Salesforce to ensure rapid response
  • Orient new clients and assist them with product implementation
  • Perform quality assurance on new client set up and data product fulfillment
  • Process electronic delivery of data products
  • Develop statistical analyses and data visualizations
  • Manage callers, tasks and sales leads through Salesforce CRM system
  • Provide feedback on product enhancements
  • Provide backup to service representatives who primarily work with consumer and provider segments to assisting them in understanding FAIR Health data, our consumer website and mobile apps;
  • Assist customers with online purchases
  • Work with other areas of FAIR Health to ensure the customer perspective is represented in new products and enhancements
  • Observe HIPAA guidelines of conduct to ensure privacy of information

Qualifications

  • Strong customer service mindset
  • Readiness to learn and meet new challenges
  • Bachelor’s degree, or equivalent
  • Clear verbal and written communication skills
  • Proficiency with MS Word, Excel, Outlook and PowerPoint
  • Salesforce.com experience preferred
  • Experience with data products and/or healthcare a plus
  • Familiarity with medical coding a plus
  • Comfortable working with complex data and technology tools
  • Experience dealing with a broad range of customers from Fortune 500 companies, medical and research professionals to individual consumers.

Interested candidates should submit their resume to resumes@fairhealth.org Please include “CSR” and your last name in the subject line. FAIR Health, Inc. is an equal opportunity employer and an e-verify participant.