Client Support Specialist (Jopari)
About the Role
This position is part of our Client Support Division and is responsible for supporting new and existing payers and providers with account setup, maintenance, and the acceptance and delivery of medical bills, payments, and other insurance-related processes. The role serves as the primary point of contact for client inquiries, working directly with client business and technical resources, as well as internal departments including Development, Operations, and Engineering. This position contributes to our mission of delivering World Class client support by resolving issues efficiently, identifying trends, and consistently delivering exceptional customer experience.
What You’ll Do
Respond to customer inquiries via phone and email with professionalism and a strong sense of urgency, serving as the primary point of contact for client-facing responses
Accurately document all communications, research, and relevant information in the Client Support ticketing system (Zendesk), including severity assessment, issue categorization, and identification of affected parties
Escalate and monitor issues requiring coordination with internal departments (Development, Operations, Engineering) and external business partners, including the creation and monitoring of all Code Red (escalated/critical) issues
Reproduce customer issues and assist in verifying fixes, account configurations, and resolutions in a timely and efficient manner
Obtain all relevant details with strong attention to accuracy and provide customers with consistent, timely status updates on outstanding inquiries and issues
Identify trends across client inquiries and flag recurring issues to support continuous process improvement
Develop and maintain strong rapport with clients, engaging additional resources as needed to ensure a positive and consistent customer experience
What You’ll Need
3+ years of experience in a call center or customer care environment
Experience with medical billing
Experience advocating for customer service principles and practices
Proficiency with Microsoft Office Suite
Proven technical aptitude with demonstrated troubleshooting and analytical skills
Nice to Have
Understanding of the Workers’ Compensation and/or Group Health insurance industry
Experience with X-12 file formats
Experience with an online customer service ticketing system (e.g., Zendesk)
Bilingual in Spanish
Pay Transparency
Office Ally is committed to fair and equitable compensation practices in alignment with pay transparency laws. Compensation for this position may vary based on individual skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate’s qualifications, relevant experience, and internal equity.
Office Ally Pay Transparency
$19—$21 USD