Sr. Specialist, Customer Care

Position Summary:

The Sr. Specialist, Customer Care is responsible for delivering outstanding customer service to health plans and other organizations who use CAQH solutions. The position serves as a trusted advisor, assisting clients in maximizing the value of our solutions and addressing any issues or concerns they may encounter. This role requires a strong focus on customer satisfaction, effective communication skills, and a passion for helping others succeed.

This role is a full-time, exempt, remote position and reports to the Sr. Manager, Operations & Customer Care.

Base Salary Range: $65,000 - $75,000.

Specific Responsibilities:

• Serve as the primary point of contact for clients, providing responsive and personalized support.
• Respond promptly to client inquiries, troubleshoot issues, and provide step-by-step guidance to resolve business and technical problems.
• Document client interactions, issues, and resolutions in our internal Jira system with accuracy and attention to detail.
• Collaborate with cross-functional teams, including technology, product management, and Growth, to escalate and resolve issues as needed.
• Conduct remote training sessions and product demonstrations for clients, ensuring they have the knowledge and skills to effectively utilize our solutions.
• Assist the Finance Team with collections activities as needed.
• Proactively identify opportunities to improve client satisfaction and streamline support processes and implement solutions to enhance the overall customer experience.
• Attend regular solution release meetings to stay informed on upcoming changes.
• Maintain Policy and Procedure documentation.
• Remain abreast of trends and changes within the healthcare industry including mergers and acquisitions.
• Serve as backup for Sr. Specialist, Operations.
  1. Duties may include but are not limited to:
     • Monitoring corporate email boxes for issue triage and resolution.
     • Respond to escalated issues from providers and other non-paying customers.
     • Assist with Product audits and Domain Table updates.

Supervisory Responsibilities

• None.

Skills: 

• Strong interpersonal and communication skills.
• Ability to empathize with clients and effectively communicate technical information in a clear and concise manner.
• Self-starter with strong initiative and problem-solving skills.
• Ability to adapt quickly while maintaining composure.
• Detail-oriented individual with strong verbal and written communication skills.
• Customer-focused mindset with a passion for delivering exceptional service and building relationships.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
• Familiarity with healthcare IT systems and terminology a plus.
• Intermediate proficiency using Excel, PowerPoint, and Microsoft Word.
• Workflow and Customer management tool experience preferred (e.g. Jira and Confluence, Microsoft CRM, Salesforce.com).

Experience:

• 2-4 years of experience in customer service or technical support required.
• Experience in healthcare industry preferred.

Education:

• Bachelor's degree required (business, healthcare administration, or technology preferred) or appropriate combination of education and relevant experience.

WHO WE ARE

Named one Modern Healthcare’s “Best Places to Work,” CAQH has helped nearly 1,000 health plans, 2+ million providers, government entities and vendors connect, exchange information and operate more efficiently. CAQH technology-enabled solutions and its Committee on Operating Rules for Information Exchange (CORE) bring the healthcare industry together to make sharing business information more automated, predictable, and consistent. CAQH Insights researches opportunities to reduce the burden of manual processes in healthcare administration.  

WHAT YOU GET

CAQH recognizes that its most important asset is its growing team of smart, creative, collaborative, forward-thinking and passionate professionals – and that a comprehensive employee benefits package is an important factor for them in choosing where to work. CAQH offers competitive compensation along with an extensive benefits package for all full-time employees, including medical, dental and vision coverage, tuition assistance and a 401k. We offer full-time remote work to all staff from any location and maintain a physical office in downtown Washington, DC.

At CAQH, we are proud of our active commitment to Diversity, Equity, and Inclusion (DEI). Our DEI committee works diligently to foster an inclusive workplace where all individuals are valued, respected, and empowered. We embrace diverse perspectives and are dedicated to providing equal opportunities for everyone to thrive. Join us in our mission to transform healthcare through innovative technology solutions while making a positive impact on the lives of diverse communities.

CAQH is an equal opportunity employer. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all personnel actions, without regard to race, color, religion, sex, national origin or ancestry, age, marital status, disability, protected veteran status, personal appearance, sexual orientation, gender identity or expression, familial status, family responsibilities, matriculation, political affiliation, genetic information, source of income, place of residence, or any other characteristic protected by law. CAQH will not tolerate any unlawful discrimination and any such conduct is strictly prohibited.

Applicants have rights under the Family Medical Leave Act (FMLA), Equal Employment Opportunity (EEO), and the Employee Polygraph Protection Act (EPPA). If you are interested in applying for employment with CAQH and need an accommodation to apply for a posted position, contact CAQH Human Resources at 202-517-0436.

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