Client Support Representative Job Description

Healthcare payers exchange enrollment, remittance, and claims data through ANSI transaction sets such as 834, 835, and 837, and every interface file those exchanges produce has to be watched for errors. Someone has to catch the failures first. The Client Support Representative handles that first tier of triage for payers, post acute providers, and reference laboratory clients, working inside contractual SLAs that set how fast each ticket is resolved or escalated. Working knowledge of medical billing and medical terminology separates this seat from a general help desk, because clients describe problems in claims and clinical language.

As the Client Support Representative, you resolve healthcare clients' software, access, and data issues at first contact or route them correctly, protecting client retention and keeping billing and laboratory workflows moving. The position sits within a Tier 1 support team that reports to support management and works alongside vendors and internal technology teams under contractual SLAs.

Career Impact: Handling ANSI 834, 835, and 837 questions and medical billing issues builds domain expertise that healthcare software employers screen for directly.

Business Impact: Payers, providers, and laboratories get portal access restored, and tickets closed within contractual SLAs, so claims and patient data keep flowing.

Growth Opportunity: Tier 1 triage experience with vendors and internal teams opens a path toward Tier 2 support and healthcare application support roles.

• Triage incoming client tickets by phone and email as Tier 1 support, resolving or escalating within contractual SLAs.
• Diagnose client software issues and application errors, using remote troubleshooting to restore normal use for payers and providers.
• Monitor inbound interface files and report system performance issues to technology teams before they affect clients.
• Manage portal registration, deactivation, operator code setup, and password resets for client users across payer and provider accounts.
• Coordinate ticket resolution with vendors and internal teams, communicating outage and scheduled downtime notices to clients.
• Record every client inquiry, action, and follow-up in the ticketing system with accurate, complete notes.
• Maintain internal client accounts and enter patient information accurately in laboratory information systems.
• Identify recurring client issues and suggest operational and product improvements to management and product teams.

• Bachelor's degree in Healthcare, Business Management, Information Technology, or a related field, or equivalent work experience.
• 1 or more years of customer service or software support experience, with direct phone and email client contact.
• Working knowledge of medical terminology and medical billing concepts, applied when interpreting client inquiries about claims and patient data.
• Technical aptitude to research, document, and solve software issues of moderate complexity across applications and data files.
• Clear, professional written and verbal communication with clients, vendors, and internal technology teams under time pressure.
• Ability to maintain confidentiality with sensitive patient, customer, and internal information.
• Ability to work independently with minimal supervision while managing shifting priorities and multiple open tickets.
• Working proficiency with office productivity software and the ability to quickly learn new client systems.

• Post-high school education in health care or laboratory sciences, or experience in reference laboratory operations.
• Experience with medical billing software or healthcare payer administration platforms in a client-facing support role.
• Experience supporting internet and PC applications, including troubleshooting over the phone with remote desktop sharing.
• Knowledge of ANSI transaction specifications, including 834, 835, 837, 276/277, 278, and 270/271 healthcare data formats.

• SLA compliance rate (%), showing Tier 1 tickets resolved or escalated on time.
• First contact resolution rate (%), reflecting issues closed without escalation.
• Average ticket resolution time (hours), measuring how fast client issues are closed.
• Interface file errors detected before client impact (count), reflecting monitoring accuracy.
• Portal access request turnaround (hours), covering registrations, deactivations, and resets.
• Ticket documentation accuracy (% of audited tickets), reflecting complete, correct records.

• Base Salary Range: $40,000 to $52,000 per year, depending on market and experience
• Bonus: Performance bonus of up to 5% of base, tied to SLA targets
• Equity: Rarely offered at this level; occasional stock options at venture-backed healthcare software firms
• Health Benefits: Medical, dental, and vision coverage, often with HSA or FSA options
• PTO: 10 to 15 days of paid time off plus paid holidays
• Common Perks: 401(k) match, remote or hybrid scheduling, and paid product and systems training

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Offers of employment are contingent on successful completion of a background check and, where required for healthcare settings, a drug screening. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Reasonable accommodations under the ADA are available on request throughout the hiring process. Candidates must be authorized to work in the United States.

The Client Support Representative delivers telephone and email support to customers and users, handling configuration enquiries and managing client access registrations for insurance billing. Reporting to the Service Desk Manager within the Customer Support team, the Client Support Representative escalates incidents in line with SLAs and keeps the knowledge base current so customers receive timely, accurate answers.

Key Responsibilities

• Provide telephone and email support to all customers and users as part of the Customer Support team.
• Help to solve configuration and handling enquiries or other questions about the company's products and services.
• Report errors and incidents to the Customer Support Manager and, once a response has been obtained, inform the customers or users.
• Attract new customers by advising them with information from the service.
• Manage clients and their access, including registration, cancellation, and modifications according to the insurance companies they can bill.
• Receive telephone calls, both from enquiries to the customer service centre area, from people who are not sure who to speak to, from overflow calls from other areas, as well as calls to company staff.
• Record all enquiries managed in the internal Service Desk systems accurately.
• Work closely with other departments to escalate and resolve customer enquiries and to keep updated about ongoing software and data developments.
• Contribute to the team's knowledge base to ensure that it is kept up to date and relevant.
• Take full accountability for hitting Key Performance Targets set by the Service Desk Manager to contribute to the overall success of the Service Desk Team.
• Escalate calls in a timely and appropriate manner in line with SLAs in place.
• Adhere at all times to the working processes and procedures for the department.
• Take part in training sessions on products and processes to gain the relevant experience and industry knowledge to provide the highest standard of support.

Required Qualifications

• Administrative Management Technician studies, or similar or higher.
• At least 1 to 2 years in customer service areas.
• Experience in the Automotive or Insurance sector is valuable.
• Familiarity with the handling and use of ticketing and Office tools.
• Ability to show high learning agility and application of knowledge.
• Good communication skills at all levels, written and verbal, face-to-face and over the phone.
• Able to speak at least one other language at a professional level.
• Willing to learn and consistently improve.

Embedded within the Help Desk support function, the Client Support Representative owns the logging, tracking, and escalation of user issues, from portal registration and password resets to interface file monitoring and outage notifications. Working closely with a diverse client base and internal employees, the Client Support Representative interprets detailed end-user information so issues reach proper resolution and application and process support stays reliable.

Core Functions

• Communicate directly with a diverse client base and internal employees to support various applications, operations, and processes.
• Gather, analyze, and interpret detailed information for requests and issues from end-users to be used for resolution or to be documented for proper escalation.
• Use the internal Help Desk trouble ticketing application to log, track, and escalate user issues.
• Handle portal registration approval, deactivation, and troubleshooting.
• Set up operator codes, grant additional access, and reset passwords.
• Intake client and employee inquiries of various kinds and determine proper routing for resolution.
• Monitor interface files and troubleshoot and report system performance issues.
• Perform applications break/fix triage and resolution communication, including unplanned outage and scheduled downtime notifications.

Qualifications & Experience

• Associate's degree or above in Healthcare, Business Management, Information Technology, or equivalent experience.
• Experience in customer service and/or software support.
• Experience supporting internet and PC applications is preferred.
• Knowledge of medical billing and experience with medical billing software is preferred.
• Working knowledge of software applications and application-related database structure, file systems, and administrative concepts.
• Ability to effectively dissect and interpret technical ideas and concepts.
• Proficiency in Microsoft Office applications.
• Strong communication, analytical, problem-solving, and time management skills.
• Strong organizational and multitasking skills, with a detail-oriented approach.
• Ability to maintain confidentiality.

Reporting to the Technical Support team, the Client Support Representative II delivers product support, troubleshooting, and case resolution as a central point of contact for clients. Partnering with clients on best practices and product use, the Client Support Representative II strengthens adoption and retention while keeping the knowledge base current in a SaaS environment.

Primary Duties

• Contribute to client retention by attaining the client satisfaction rate with Technical Support set by the company.
• Contribute to client adoption by consulting on best practices, product use, and community interaction through the programs.
• Contribute to new client acquisition by providing the highest level of industry customer support.
• Provide product support for clients.
• Provide troubleshooting and case resolution.
• Provide data and/or website consultation.
• Use the current CRM software for data entry.
• Ensure the knowledge base is current and develop new content.

Skills & Qualifications

• Experience in a SaaS environment is preferred.
• Experience in K-12, Higher Education and/or Government industries is preferred.
• Working knowledge of business communication standards and office procedures and methods.
• Working knowledge of internet standards and practices.
• Good technical mindset.
• Experience with Salesforce.com is preferred.
• Proficiency with the Microsoft Office suite, including MS Excel and other Office products.
• Strong oral and written communication skills.
• Ability to work as a client-oriented self-starter.
• Capacity to think creatively and handle and resolve recurring problems.
• Competent in establishing priorities, working independently, and proceeding with minimal supervision.
• Ability to pay precise attention to detail.

Sitting at the intersection of clients and vendors, the Client Support Representative owns initial Tier 1 triage of incoming tickets, assisting in resolution or escalating to other teams as necessary. Operating across internal teams, vendors, and an on-call rotation, the Client Support Representative keeps ticket resolution accurate and timely within company protocols and contractual SLAs for clients working with ANSI healthcare data.

Duties

• Respond to client and staff inquiries with a professional and positive attitude and as quickly as possible to ensure that issues and requests are addressed promptly and correctly.
• Perform initial triage (Tier 1 Support) of incoming tickets, assist in resolution, and escalate to other teams or vendors as necessary.
• Work closely with other teams and vendors to ensure accurate and timely delivery of ticket resolution within company protocols and contractual SLAs.
• Serve as the communication channel between clients, vendors, and internal teams.
• Participate in on-call rotation.

Requirements

• Associate degree, with additional years of support experience accepted as a substitute for the required education.
• 2 or more years of experience in a client support role.
• Working knowledge of ANSI specifications (ANSI 834, 835, 837, 276/277, 278, 270/271).
• Solid technical aptitude and ability to research, document, and solve issues of moderate complexity.
• Experience using Remedyforce Console ticketing system.
• Experience using Azure DevOps.
• Experience with Facets and HealthEdge Health Rules Payor is a plus.
• Strong written and verbal communication skills.
• Ability to maintain confidentiality with sensitive customer and internal information.
• Ability to stay self-motivated and work independently with minimal supervision.

A key member of the client support department, the Client Support Representative builds client relationships through high-service communication with potential and existing clients while resolving customer issues across all solution sets. Collaborating across the department and company, the Client Support Representative documents every communication with complete notes, keeping product knowledge sharp and client records reliable.

Functions

• Initiate communication with potential and existing client base with a high level of service and relationship building.
• Resolve or facilitate resolution of customer issues for all solution sets.
• Document all communications with accurate, concise, and complete notes, following documentation procedures.
• Maintain expert knowledge of products and services sufficient to perform duties.
• Participate in special projects and initiatives as assigned.
• Participate actively as a positive team player within the department and company.

Experience & Qualifications

• High school diploma required; college degree preferred.
• Experience in a helpdesk role is preferred.
• Basic knowledge of general computer network topology is preferred.
• Solid understanding of the Microsoft Windows desktop operating systems.
• Ability to troubleshoot in the Windows environment is essential.
• Experience with Microsoft Windows Server operating systems is preferred.
• Experience with SQL Server Management Studio is desired.
• Proficiency in Salesforce is desired.
• Experience in Microsoft Office products is preferred.
• Strong customer service skills and professional phone etiquette.
• Proficiency in business writing.

Accurate patient information and responsive client service at a clinical laboratory depend on the Client Support Representative, who delivers responses to all incoming calls, identifies client needs, and maintains computerized client problem tracking. Serving as a liaison between clients and the clinical laboratory, the Client Support Representative performs internal client account maintenance and uses laboratory information systems so relevant patient data stays current.

Accountabilities

• Handle all incoming calls, identify client needs, and respond accordingly.
• Monitor problem sheets regularly and maintain computerized client problem tracking.
• Act as a liaison between clients and the clinical laboratory.
• Perform internal client account maintenance.
• Use laboratory information systems to input and obtain relevant patient information.

Technical Qualifications

• High school diploma or equivalent is preferred.
• Experience in health care, or post-high school education in health care, laboratory sciences (MLT or MT), or equivalent sciences, is preferred.
• Understanding of medical terminology and reference laboratory operations.
• Working knowledge of word processing software (e.g., Word) and ability to learn and work efficiently with a variety of laboratory computer systems.
• Ability to keep oral and written communication professional, clear, and concise.
• Available for any shift, holiday, and/or weekend as needed.
• Willingness to travel among company sites as needed.

As the Client Support Representative, this role involves accurate data entry for client authorizations while communicating by phone and email with internal and external customers. The Program team relies on this work to meet project goals and timelines, with issues raised to the Program Account Manager as they arise.

Activities

• Communicate proactively via phone and email with internal and external customers while providing exceptional levels of customer service.
• Review received data and authorizations received from the client.
• Enter received data into the computer system accurately and completely.
• Implement organizational methods and procedures to proactively manage workload.
• Collaborate with Program team members to ensure project goals and timelines are met.
• Identify any internal or external issues and inform the Program Account Manager as appropriate.

Position Requirements

• High School Diploma required, with some college course completion helpful.
• 1 or more years of customer service experience.
• Experience in Vocational Rehabilitation is helpful, but not required.
• Proficiency with MS Office Suite.
• Ability to quickly and easily learn new database systems.
• Strong attention to detail, following processes and procedures as required.
• Strong ability to stay organized and manage workload efficiently.
• Advanced verbal and written communication skills.

Client Support Representative owns the first tier of triage for all incoming client communications, documenting accurate assessments and resolving or escalating issues within defined SLAs. Success in the position means encouraging client retention, escalating at-risk clients to the team lead, and meeting team and personal goals defined by the Client Operations Manager.

Operational Focus

• Answer incoming client inquiries and ensure an accurate assessment of the issue is documented and escalated or resolved within the defined SLAs.
• Handle tier I tasks and issues, provide appropriate solutions, and follow up with the client to ensure complete resolution and satisfaction.
• Identify and escalate at-risk clients and issues to the team lead proactively.
• Embrace change and participate continually in suggestions for process improvements while promoting the company culture and spirit of teamwork.
• Document and update client records, support notes and interactions accurately within the various software systems (Service Cloud, SFDB and Admin).
• Ensure compliance with company specifications and regulations and follow established policies, procedures and workflows.
• Inform clients of new updates to services, seek opportunities to increase client utilization metrics, identify upsell opportunities and coordinate initial meetings with CSS.
• Assist with and contribute to marketing and advertising initiatives.
• Meet personal and team goals and quotas consistently and adhere to the established work schedule.
• Participate in POD Meetings.

Knowledge, Skills & Abilities

• Demonstrate an increasing level of knowledge and comprehension of company products and partner integrations.
• Able to use the internet, including functions, navigating, and researching.
• Familiarity with CRM, support, and ticketing software systems and practices.
• Proficiency with Microsoft Suite Products (Excel, Word, and PowerPoint).
• Effective problem-solving skills and strong client orientation.
• Proven ability to work in a team-centered work environment.
• Ability to stay detail-oriented and dependable, with a positive and inquisitive attitude.
• Strong verbal, written, and interpersonal communication skills, with active listening ability.
• Ability to multi-task, prioritize, and collaborate with multiple departments and stakeholders.
• Capacity to exhibit a high degree of self-motivation and drive.

The Client Support Representative develops expert knowledge of the company's software applications, diagnosing and resolving customer issues by phone or e-mail for internal and external clients. Reporting to management, the Client Support Representative liaises between business and technology team members and suggests operational and product improvements that raise service quality.

Key Deliverables

• Become an expert in the company's software applications.
• Diagnose and resolve customer issues by phone or e-mail to ensure the highest quality of service for internal and external clients.
• Identify and suggest opportunities for operational and product improvements.
• Liaise between business and technology team members with customer-facing responsibilities.
• Participate in quality assurance and ensure 100% client satisfaction.
• Understand and manage evolving client expectations.
• Review and follow up on internal tickets, tasks, and special projects as assigned by management.

Professional Experience

• 1 to 3 years of training and supporting customers on software products is preferred.
• Comfort troubleshooting over the phone, at times using remote desktop sharing utilities.
• Experience with Microsoft Windows operating systems.
• Strong verbal and written communication skills.
• Strong organizational, project management, and multitasking skills.
• Ability to work independently and as a team player.
• Ability to multitask and effectively handle shifting priorities professionally.
• Fluency in English.

Embedded within the client support team, the Client Support Representative produces timely answers and routine reports for clients on data reporting, test results, and Department of Transportation drug testing requirements. Working closely with the Client Account Manager, supervisors, and other departments, the Client Support Representative escalates urgent issues and supports compliance with federal controlled substance programs.

Areas of Ownership

• Answer incoming phone calls and emails to answer customer questions, respond to inquiries, clarify procedures, and give directions.
• Research information and contract terms, track down testing paperwork and consent forms, and make outbound calls as needed.
• Resolve client issues regarding data reporting and applicable procedures quickly.
• Input information, update notes, and update and retrieve data using multiple proprietary data management systems to provide a timely response to the client.
• Assist clients and new employees with collection site locations.
• Chase and track test results and process test issues.
• Issue Certification letters and certificates for random test results or third-party compliance.
• Meet company performance standards, follow protocol, track information, and escalate potential issues.
• Prepare a variety of routine reports for clients.
• Recognize and escalate urgent issues to a Supervisor/Manager, Client Account Manager, or other departments as needed to ensure the highest level of customer service.
• Maintain knowledge of Department of Transportation drug testing concepts, policies, procedures, and requirements.
• Assist with new account and user setups (Admin/Inex/VIP systems) and new account user training.
• Participate in audits and reconcile imports (pending list, duplicate records, supervisors missing linked records).
• Ensure compliance with Federal and Controlled Substance programs meeting Dept. of Transportation and client-required substance abuse, background screening, and related standards.

Background & Experience

• High school diploma, or equivalent years of experience.
• 2 or more years of customer service experience, including previous Customer Service or Call Center experience.
• Ability to navigate computer applications while speaking with clients and applicants.
• Proficient in using Microsoft Office programs (Word, Excel, PowerPoint, and Outlook).
• Strong customer service practices, speaking clearly when providing information.
• Willing to take initiative to answer incoming telephone calls and make outbound calls to assist existing customers.
• Ability to solve problems quickly and adapt.
• Ability to listen actively and demonstrate a friendly, upbeat disposition when working with others.
• Fluency in Spanish is helpful, but not required.