Client Support Specialist

The Client Support Specialist serves as the first point of Tier Two client support, responsible for intake, documentation, triage, and coordination of client-reported issues. This role ensures consistent, professional client experience while managing ticket creation and driving resolution workflows.

This role operates within a structured support model consisting of Client Manager, Client Administrator, and Client Support Specialist as the technical support, ensuring proper escalation and accountability across all client issues.

•  Client Issue Intake and Ownership:




• Serve as first point of contact for client issues and requests


• Document issues clearly and completely


• Own tickets through initial triage and coordination to close of ticket




• Ticket Management:




• Open, track, and update tickets in support systems


• Categorize issues appropriately (EDI, payer, configuration, etc.)


• Maintain accurate documentation and status updates




• Client Communication:




• Provide timely and professional communication


• Set expectations on timelines and next steps


• Maintain client confidence through transparency




• Revenue Cycle Knowledge:




• Working knowledge of eligibility, claims, rejections, and remittance workflows


• Identify common issues such as payer edits and data mismatches




• Solution Awareness:




• Basic understanding of SSI platforms including clearinghouse, PBE, and ARC


• Perform initial validation and troubleshooting




• Escalation Coordination:




• Escalate issues to Client Manager, Client Administrator, or DevOps Support as appropriate


• Track escalated issues through resolution

• Other duties as assigned.

• Strong Written and Verbal Communication – Ability to communicate clearly and professionally with both internal teams and clients across multiple channels.


• Client Issue Translation and Ticketing – Proven ability to interpret client concerns and accurately translate them into clear, actionable tickets or work items for technical teams.


• Attention to Detail and Organization – High level of accuracy and organization when documenting issues, tracking progress, and managing information.


• Client‑Focused Mindset – Commitment to understanding client needs and delivering responsive, solution‑oriented support.


• Multi‑Issue and Priority Management – Ability to manage multiple issues and competing priorities simultaneously while maintaining quality and responsiveness.


• Advanced Technical and Troubleshooting Skills – Strong technical knowledge with the ability to diagnose issues, analyze root causes, and support effective resolution.

• Must be able to interact cordially and productively with co-workers in a team environment.

• Ability to work under pressure and to prioritize.

• Must be able to proficiently read and write in English.

• Must possess effective communications skills with ability to handle difficult situations.

• Must be able to make independent judgment decisions with minimal supervision.

• Must be able to see clearly with or without corrective lenses and hear clearly with or without aids.

• Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly.

The SSI Security-First Mindset

Min/Preferred

Education Level

Description

Minimum

4 Year / Bachelors Degree

Bachelor's degree in Computer Science, Data Science, Healthcare Technology or related field.

Minimum Years of Experience

Comments

1 year

Entry-level work experience in a technical field

1 year

Experience with reporting tools, Excel, and/or BI platforms

1 year

Familiarity with SaaS platforms, system configurations, and data workflows.

Min/Preferred

Certification

Description

A combination of experience and advanced education may be substituted. Background checks and drug test required.

I have read and understand this job description and agree that I am able to fulfill the essential functions as stated above. I further understand that it is my responsibility to request an accommodation, if necessary, to fulfill the essential functions of this position.

Employee's Signature

Date

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Supervisor Signature

Date

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