Client Engagement Specialist

We are looking for someone to provide Customer Service support as needed via phone, web-based and/or email.Key ResponsibilitiesDevelop an extensive working knowledge of the FWAShield product suiteDesign, develop and maintain job aides: FAQs, reference sheets, manuals, etc.Maintain and update software help manual and release documentsProvide end-user application support (end user support requires access to customer data which includes protected health information) provide Customer Service support as needed via phone, web-based and/or emailUnderstands and complies with all company Privacy and Security standardsEmployee may not use or disclose any protected health information, except as otherwise permitted, or required, by lawAnalyze daily news articles and accurately input relevant data into the softwarePerform other duties as requiredSkills, Knowledge and ExpertiseA good working knowledge of web applications is essential to this role. Experience in healthcare IT, clinical informatics, or Healthcare Fraud, Waste and Abuse (FWA) is strongly desired.Analytical troubleshooting skills and approach to workAbility to absorb complex technical information and communicate the information clearlyExcellent communication skills (both verbal and written)Excellent problem-solving skillsExperience working on SLAs and deadlinesProven customer service skillsAbility to work under pressureAbility to explain technical elements in a manner easily understood by those without a technical backgroundAdvanced knowledge using web-based applicationsAdvanced knowledge of Microsoft Office products – Word, Excel, Outlook, PowerPointThis job requires access to confidential and sensitive information, requiring ongoing discretion and secure information managementBenefitsMedical, Dental & Vision insurance401(k) retirement savings with employer matchVacation and sick paid time off8 paid holidaysPaid maternity/paternity leaveDisability & Life insuranceFlexible Spending Account (FSA)Employee Assistance Program (EAP)Free on-site fitness center (for local employees)Professional and career development initiativesRemote work eligibleRemote Work RequirementsMust have high speed Internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.Healthcare Fraud Shield is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.