Client Support Specialist
First Pacific Corporation
As a result of its steady growth, Harris First Pacific, is seeking a Client Support Specialist to join our team!
Are you a great probelm solver?
Do you have proven effective communication skills?
As the Customer Support Specialist you will field inbound phone requests via the dedicated Support Lines. You will use your problem solving abilities and take all appropriate action to process and resolve clients issue in a timely manner.
This role serves as a primary point of contact for customer issue resolution and acts as the liaison between other FPC departments when coordinating resources and solutions for offices.
What your impact will be:
Customer Interaction/Support 65%
Responsible for knowing customer base and basic information regarding their account (agreement) and business needs
Responsible for creating CRM cases for all client interactions with the proper information and resolving them in a timely manner
Accountable for knowing internal escalation procedures between Support & Development
Responsible for knowing Annual Support Maintenance Guidelines and what is covered under Support
Responsible for keeping customer updated on the progress of open issues in a timely manner
Assist with internal process reviews and documentation development
Provide progress status on projects and communicate escalated client issues accordingly
Outbound reach to newly onboarded clients to ensure a smooth transition to FPC
Monitor client connectivity, reach client when needed
You will ensure all requests are opened, assigned (if needed) and closed within our Software.
Upgrades and Training 35%
Promote new software releases and provide remote training via MS Teams or equivalent to existing client base
Coordinate software upgrades
Responsible for maintaining a current product knowledge level
Assist with testing new versions and documentation development
Coordinate software upgrades and provide training sessions remotely
A minimum of 2 years experience in a similar position where you had to provide direct customer business support in a dental/medical setting
General knowledge dental practice management systems
Knowledge of revenue cycle management concepts and procedures including proper claims submission.
Outstanding customer service and organizational skills
Self-starter with ability to work well autonomously and in groups
Ability to multi-task (inbound/outbound client calls) and meet daily/project deadlines
What will make you stand out:
A creative and tenacious problem solver
Excel maintaining a cohesive team working environment
Has a proven ability to effectively train others
An attractive compensation package
A casual work environment
Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)
Paid Vacation
Various shifts available (currently open M-F 6:00 am 5:30 pm PST)
Founded in 1961, First Pacific Corporation (FPC) is a recognized leader in the Dental Services Industry, providing financial and practice management solutions to dental practices for over 50 years. Our dental industry experience and expertise in patient billing, insurance claims management, and dental practice Consulting, enables our dental clients to focus on providing high quality services to their patients and growing their practice. FPC provides professional and cost-effective Revenue Cycle Services that improve the financial strength and efficiency of a dental practice. By utilizing our suite of financial and Revenue Cycle Services, and Insurance Claims Management, dentalprofessionals are able achieve their production, revenue, and profitability goals while focusing on dentistry and the care of their patients.The services provided by FPC along with its business expertise and financial strength create the foundation to build a thriving dental practice that enables the dental staff to focus on the specific activities that will grow their dental practice and enhance the patient experience.
This role may occasionally come into contact with Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.
Posted: 2021-01-06 Expires: 2021-02-04
