Helpware

Customer Support

• Provide top-notch customer service through online chats and email, addressing a variety of customer inquiries in a personalized, friendly, and informative manner.
• Provide service to Deezer's global customer base in multiple languages.
• Support any contact channel that Deezer requires such as email, social media and live chat.
• Take ownership for customer issues, solving problems and handling cases from start to finish.
• Work collaboratively with the Deezer team and attend regular meetings with team members and managers.
• Participate in projects as assigned.

Customer Support Representative, French

Research Analyst

• Research and resolve customer grievances and complaints timely and accurately within CMS guidelines
• Perform root cause analysis and recommend systemic/process corrections when necessary
• Communicate identified resolutions to customers verbally and/or in writing per delivery method and customer request
• Accurately identify and document customer complaints from customer service notes, correspondence, or recorded interactions
• Utilize program processes and systems to research assigned grievance cases in their entirety and determine appropriate resolutions
• Identify and document resolution and root cause for assigned grievances and report trends to management for escalation
• Prepare reports as requested by management and display technical accuracy and conformity to company policies
• Ensure communications follow CMS Guidance and maintain HIPAA regulations within the immediate environment
• Ensure documentation is detailed and concise in member records
• Identify need for outbound calls to validate information and conduct member outreach
• Communicate courteously and professionally with coworkers, management, staff, customers, and others
• Conform with all regulations, policies, work procedures, and instructions; respond promptly to correspondence and faxes
• Participate in quality assurance, compliance, in-service, and continuing education activities as requested by the company
• Perform other duties and responsibilities as required

Grievance Research Analyst

• Provide customer support via email and chat
• Exceed customer expectations with guidance, knowledge, and passion for technology
• Troubleshoot and resolve technical issues; analyze, isolate and resolve complex issues
• Prioritize and manage time effectively; multitask across systems and applications
• Explain step by step solutions with patience and tailored approaches
• Provide an incredible customer experience and ownership of customer satisfaction

Customer Service Representative

Accounting Manager

• Process queue items, inter-departmental and customer requests timely and accurately for enrollment processing.
• Review incomplete and pending enrollment applications and disenrollment forms for correction and submission to CMS.
• Review and complete Late Enrollment Penalty (LEP) Attestations and Other Health Insurance (OHI) verifications and error corrections.
• Review and create retro processing packets to be submitted to the CMS Retro Processing Contractor (RPC).
• Identify and post customer payments not automatically applied; respond to billing-related correspondence.
• Review and investigate returned checks, rejected ACH and credit card transactions; process automated premium payment requests.
• Review and approve/deny customer requests for premium refunds per policy.
• Monthly State Pharmaceutical Assistance Programs reconciliation.
• Researching and correcting errors, discrepancies, and rejected transactions in reconciliation processing.
• Monthly review and preparation of the CMS Enrollment Data Validation file and submissions.
• Perform outbound calls to customers or other entities as permitted to complete processing.
• Make appropriate system corrections and escalate transactions that are unable to be corrected.
• Prepare reports as requested by management and perform other duties as required.
• Conform with CMS guidance and meet client SLA requirements through proper handling of transactions.

Membership Accounting Analyst, Billing

Support Engineer

• Provide technical support for PCs, Windows operating systems, and Apple mobile devices
• Diagnose and resolve hardware, software, and fundamental network issues remotely
• Document and manage support requests through the FreshService ITSM/ticketing platform
• Maintain clear and effective communication with users to facilitate prompt and efficient resolutions
• Provide level one triage for VDI users and escalate complex incidents to senior technicians
• Adhere to company policies concerning security and confidentiality
• Address printing concerns, both local and network-based
• Utilize Zoho Assist for secure remote access and support of user computers
• Troubleshoot audio and video issues during video conferencing sessions
• Administer new user onboarding by adding accounts to Active Directory, Microsoft 365, Vonage, Dynamics 365, and HubSpot
• Oversee user deactivation procedures by removing accounts from these platforms as necessary
• Provide ongoing support for Microsoft 365 and on-premises Active Directory environments
• Create and manage distribution groups within Office 365 and add/remove user accounts in Vonage
• Manage user accounts within the Mainframe system and perform password resets
• Troubleshoot Barracuda VPN installation and connection challenges
• Monitor system health and performance using Data Dog
• Release emails and manage permitted senders through Mimecast
• Address and resolve OneDrive-related issues
• Deliver support and training for Microsoft applications

Technical Support Specialist

• Inbound & outbound calls; Scheduling reservations for transportation to healthcare appointments; Checking on the status of those transportation reservations; Interaction not only with health plan members but also with transportation providers and healthcare facilities; Routing calls to internal teams that specialize in questions related to billing, benefit balances, and other general account issues