Administrative and Customer Support Specialist

Who: HealtheConnections, a respected national leader in providing health information exchange (HIE) services for 26 counties of NYS.  What: Hiring an experienced, customer-focused professional to provide advanced support and operational leadership through troubleshooting, workflow oversight, training support, special project execution, and more across HealtheConnections’ technology services.  About the Job: In this role, you will use your experience and critical thinking skills to work closely with customers to understand their needs, provide guidance on our systems and services, manage important processes, and serve as a trusted resource.  This team supports one of the largest and most multi-faceted health information exchanges in the country and serves as a key resource for both customers and internal teams. Administrative and Customer Support Specialists have varied responsibilities. You will work closely with customers and team members to ensure a high-quality customer experience while supporting onboarding, compliance, customer service operations, and continuous improvement initiatives.  Primary Responsibilities: Serve as a primary point of contact for customer inquiries, service requests, and support issues, delivering an exceptional customer experience through phone, email, and tickets Be a subject matter expert for Customer Services processes and how HealtheConnections’ services work. Troubleshoot and resolve complex customer issues while ensuring timely follow-up and resolution. Support the categorization, triage, escalation, and management of customer support tickets using our CRM and other business systems Maintain accurate customer records, user accounts, and system documentation. Support customer onboarding, credentialing, compliance, and customer experience initiatives.  Experience Needed:  Please send us a cover letter with your application.  5+ years of customer service, customer support, client services, or related experience.  Experience with CRM, ticketing, or customer support platforms. Excellent written and verbal communication skills. Strong analytical and problem-solving abilities. Strong technical aptitude and ability to quickly learn new applications and systems. Ability to work under pressure, meet deadlines, and ensure accuracy. Proven ability to follow established procedures. Experience working independently and collaboratively within a team environment. Experience in healthcare, health information exchange, health IT, medical administration, or a technical support environment is a strong plus. Associate's or higher degree in Business, Communications, Healthcare Administration, Information Technology, or equivalent experience strongly preferred  Not sure you meet all qualifications? Research shows that women and members of other under-represented groups tend ...