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Health Axis Group, a leader in healthcare technology, is looking for a Customer Care Unit Analyst to join our team in Irving, Texas. The CCU Analyst is responsible for working with claims/administration, web, imaging, and EDI products. This individual will be responsible for client communication, test plan creation and execution, ticket resolution and gathering requirements and completing the necessary form that will be used to provide specifications for programmers. Working with the third party vendors on behalf of our clients to include the print and distribution vendor.
  • Serve as a backup and/or provide support to the CCU Manager and Director of Accounts and Customer Support.
  • Primary responsibilities will include providing business expertise during the receipt, review, and delivery of client requests and internal projects.
  • Manage resolution of incoming client tickets, including; gathering information, recreation of issue, resolution of the issue and coordination with programming staff.
  • Analyze incoming client project requests and gather business requirements. Document client requirements for review.
  • Use ad hoc reporting tools to complete daily job responsibilities.
  • Ensure appropriate communication with the clients on all projects/tickets, as needed.
  • Customer Care Unit coverage – monitor and log incoming email, eFax, and telephone call requests from clients (internal & external) into CSM and/or HAXCOM.
  • Ensure all tickets assigned to the customer care unit are properly assigned to the correct department and/or resource daily.
  • Ensure all tickets assigned to the customer care unit / CCU Analyst are brought to completion based on the severity daily.
  • Execute QA test plans, manage “after-hours” errors, manage client banking request(s) and manage security access within UniData.
  • Customer Care duties as assigned.
  • 0-5 years in related field
  • Customer service oriented
  • Must type at least 45 wpm with a high accuracy level
  • MS Office Suite
  • MS Access, Excel
  • Must be able to proficiently use a standard keyboard, mouse, and PC.
  • Bachelor’s Degree or equivalent experience.
Include salary history with your response. Email resume to  Subject line should include:  CCU Analyst.
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