Client Support Specialist

Position Overview:

The Client Support Specialist is responsible for triaging and troubleshooting client issues with Zelis Network Analytics services. Services to be supported include our Network360 web-based application, Provider Nexus API service, data output files, and custom client data solutions. Responsibilities include but are not limited to communication and support to clients and internal teams, after hours support (evenings & weekends), as well as serve as a liaison to ensure client needs are met in a timely and efficient manner. The Support Specialist must be able to work equally well in both technical and non-technical environments and effectively communicate technical information in a common, non-technical manner. The individual must work well in a fast paced, demanding environment. The ability to efficiently organize and prioritize tickets to meet deadlines is essential to success.

What you'll do:

• Triage and troubleshoot client issues reported via Zendesk ticket system

• Replicate issues via proprietary tools Ops Prime, I/O and/or Network360

• Research data issues using basic SQL queries

• Coordinate with internal teams for additional research, problem resolution & preventative measures

• Data Ops - carrier-supplied data file research

• Carrier Relations - carrier outreach for data issue resolution

• Development - application issue resolution

• Project Management - technical details about client's services

• Adhering to severity level defined response times

• Communicate research, resolution and preventative plans to clients and/or internal teams

• Documenting, maintaining and improving support procedures and processes

• Adhering to, and understanding client service level agreements

• Completion of all required corporate training

What you'll bring to Zelis:

• Bachelor's degree in Business, Communications, or a related field preferred.

• 1-3 years of experience in a customer support or client-facing role.

• Excellent verbal and written communication skills.

• Strong problem-solving abilities and attention to detail.

• Proficiency in using CRM software and support tools.

• Ability to manage multiple tasks and prioritize effectively.

• Empathy and patience when dealing with clients.

Location and Workplace Flexibility: We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

Commitment to Diversity, Equity,Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you're contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.