Customer Support Specialist

Healthcare Fraud Shield

. Develop and maintain extensive working knowledge of HCFSPlatform customer workflows and support procedures.

Posted 10/30/2026full-timeRemote • Missouri • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on resolving issues efficiently while maintaining confidentiality and compliance with privacy standards. Proficient in analytical troubleshooting and effective communication of complex technical information to non-technical users.

Highest-signal resume keywords

Customer Service ExperienceAnalytical Troubleshooting SkillsWeb-Based Applications KnowledgeMicrosoft Office ProficiencyHealthcare IT Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingData Entry AccuracyDocumentation MaintenanceIssue ResolutionService-Level Agreement (SLA) Compliance

Soft Skills

Verbal CommunicationWritten CommunicationAttention to DetailProblem SolvingJudgment Under Pressure

Tools & Technologies

HCFSPlatformMicrosoft WordMicrosoft ExcelMicrosoft OutlookSoftware Help Content Management

Industry Keywords

Healthcare ITClinical InformaticsFraud, Waste and Abuse (FWA)Privacy StandardsCustomer Support Procedures

About the role

Key responsibilities & impact

Develop and maintain extensive working knowledge of HCFSPlatform customer workflows and support procedures.
Respond to customer support questions and application issues by phone and email.
Investigate, document, resolve, and appropriately escalate customer issues.
Maintain accurate and current documentation of customer interactions, troubleshooting, resolutions, and follow-up actions.
Monitor assigned support cases and ensure timely updates, follow-up, and resolution within service expectations.
Identify recurring questions or product issues and recommend improvements to support processes, documentation, FAQs, and reference materials.
Maintain and update software help content, release documentation, reference guides, and internal support resources.
Review assigned news articles each business day and enter required data into the designated software system.
Complete vendor reporting updates related to customer support cases.
Collaborate with Client Engagement, Implementation, IT, and other internal teams.
Comply with company Privacy and Security standards.
Use or disclose protected health information only as permitted or required by law and company policy.
Handle confidential and sensitive information securely and discreetly.
Perform other duties as required.
This position does not include client software training, designing client training programs, analyzing training surveys, supervising employees, assigning work, or managing employee performance.

Requirements

What you’ll need

Proven customer service experience, including resolving customer issues in a professional and timely manner.
Analytical troubleshooting skills and a structured approach to problem solving.
Ability to absorb complex technical information and communicate it clearly to users without a technical background.
Excellent verbal and written communication skills, with strong attention to tone, accuracy, and follow-through.
Experience working within service-level agreements (SLAs), deadlines, and competing priorities.
Ability to work effectively under pressure and exercise sound judgment when prioritizing customer needs.
Strong attention to detail and data-entry accuracy, including the ability to review source articles and consistently capture required information in a software system.
Advanced knowledge of web-based applications and Microsoft Office products, including Word, Excel, and Outlook.
Ability to maintain discretion when working with protected health information and other confidential or sensitive information.
Strong working knowledge of web-based applications.
High-speed Internet with minimum 25mbs download and 5mbs upload; satellite internet is not allowed.
Experience in healthcare IT, clinical informatics, or healthcare Fraud, Waste and Abuse (FWA) is preferred.

Benefits

Comp & perks

Medical, Dental & Vision insurance
401(k) retirement savings with employer match
Vacation and sick paid time off
7 paid holidays & 2 floating holidays
Paid maternity/paternity leave
Disability & Life insurance
Flexible Spending Account (FSA)
Employee Assistance Program (EAP)
Free on-site fitness center (for local employees)
Professional and career development initiatives
Remote work eligible
Must have high speed Internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.