Help Desk Associate – Tampa, FL

Job Title: Help Desk Associate       

Exempt Status: Non-Exempt      

Division: Operations/IT                    

Reports to: Help Desk Supervisor

Location: Tampa, FL

 

Episource, with over 3,000 employees worldwide, is a leading provider of risk adjustment services and solutions for health plans.  Our services help Medicare Advantage, Commercial/Exchange, and Medicaid managed care plans improve and support accurate reimbursement in a post-Affordable Care Act market. Our services include retrospective chart reviews, medical record retrieval, HEDIS/ACO quality reporting, and data analytics, allowing payers and providers to dramatically reduce costs and improve quality of care.

Job Summary:

We are looking for a friendly, customer-oriented individual to join our team. This position requires you to communicate effectively with users via phone, email or through an online chat platform to respond to their inquiries. Some inquires will require basic technical knowledge. This individual should possess positive energy, be motivated, and eager to learn.

Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

  • Answer inbound calls from all users of Episource and non Episource users.
  • Make outbound calls to direct the users request.
  • Read from a prepared script to answer any of the user’s questions.
  • Participate in on going training.
  • Respond to users inquires via chat, telephone, and/or emails.
  • Create tickets in our ticketing system, Jira, of all inbound calls, chats, and emails.
  • Provide feedback to helpdesk supervisor on telephone scripts, and customer reactions to the system.
  • Also provide feedback on any complaints from users.
  • Requires an individual to maintain the ability to work in an environment with PHI / PII data.
  • Provide basic technical troubleshooting skills to assist users with hardware/software issues.
  • Issues and distributes company IT equipment to employees and coordinates with the mailroom as it relates to remote staff
  • Escalate calls when necessary to appropriate subject matter experts
  • May be assigned other duties.
  • Must maintain compliance with all company policies and procedures. 

Education / Requirements:

  • High school or general equivalency diploma.
  • Excellent written and verbal communication.
  • Ability to maintain patience and professionalism with demanding users.
  • Able to work in a fast-paced environment.
  • Minimum of 1 year of customer support experience.
  • Basic technical trouble shooting skills.
  • Knowledge of iPads, laptops and scanner devices.
  • Must possess a high degree of integrity and trust along with the ability to work independently. As well work collaboratively with other team members.
  • Excellent documentation skills.
  • Experience working in a HIPAA/HITRUST environment.

PHYSICAL REQUIREMENTS:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting productivity standards.
  • Must be able to lift and carry up to 30lbs.
  • Must be able to talk, listen, speak, and view electronic equipment.

EEO POLICY STATEMENT:

Episource, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Episource, LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Episource, LLC expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Episource, LLC employees to perform their expected job duties is absolutely not tolerated.