Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com

Job Description

At Experian Health, our employees can shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. https://www.experian.com/healthcare/

As a Tier 2 Client Technical Analyst, you will provide ongoing support of Experian Health's clients, after the Experian Health products have been implemented. You will report to the Client Organization and respond to clients and take ownership of advanced level issues, as the relate to the functionality of the BatchSource and Coverage Discovery products, and to ensure Product delivery occurs as expected.

You'll have opportunity to:

Proved detailed first and second-level support, troubleshooting and problem resolution and handle multiple tasks at onceCommunicate with clients on issues and questions via email, case, chat (Teams) and via scheduled virtual callsNotify clients of the status of their support tickets within all agreed to Service levelsEscalate complex issues to technical and product resource teams with the appropriate information and details to resolveParticipate in and coordinate meetings for technical troubleshooting sessions with clients and with Experian teamsResearch issues and data integrity problemsTroubleshoot and support real-time and batched transaction processesAssist with both manual and automated processes related to file processing, naming, and modification to improve operationsMonitor production files and results, prioritizing based on size and urgency of processing timesDocument and develop best practices, including for internal team use but also for Knowledge Base for all Support groupsReport and alert potential issues, disruptions, and those reported by clients via case or email

Qualifications3+ years' experience Customer and Technical Support, in a healthcare revenue cycle environment3+ years' experience with CRM platform (Salesforce), especially case managementExtract FTP (File Transfer Protocol) support and batch files in a hospital settingEDI expertise

Benefits/Perks:

Great compensation package and bonus planCore benefits including medical, dental, vision, and matching 401KFlexible work environment, ability to work remoteFlexible time off including volunteer time off, vacation, sick and 12-paid holidays

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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