Represent MHK by acting as a central point of contact for assigned customer(s)
Build rapport quickly; reliably meets agreed timelines; captures and relays client feedback
Grow client trust organically as a product advisor by proving an ongoing value through accountability, proactive communication and transparency, while providing tailored solutions aligned to each client’s goals and use cases. Consistency creates reliability, and the client’s success is MHK’s success.
Maintain a detailed knowledge of the customer’s business processes and systems
Provide expert guidance and support, becoming a go-to resource for client needs
Effectively communicate CMS compliance changes as issued by MHK Compliance
Coordinate configuration and/or code deployments as necessary
Track, triage and resolve reported defects and support client configuration questions
Facilitate weekly client meetings, work through priority issues, and plan future initiatives
Coordinate training of the MHK application
Assist with the prioritization of initiatives by providing recommendations, documenting risks, and outlining mitigation strategies
Review MHK enhancements with clients
Coordinate the work of both support and development resources when required
Collaborate to identify changes in scope in accordance with change control procedures
Allocate, and approve resource bookings and manage time in time reporting system
Collaborate to meet Service Level Agreements for assigned customers
Travel to client sites as necessary (less than 20% annually)
Perform other duties as assigned
Requirements
A minimum of 2 years of professional experience in client software support, specifically assisting in a business-to-business customer setting, is required.
Moderate technical exposure to SQL statements and writing basic SQL queries is preferred
Experience with Jira or other ticketing tools, as well as Microsoft Office suite is preferred
Excellent presentation, communication, and customer service skills
Ability to communicate complex problems in an easily understood manner
Ability to effectively communicate client business needs to technical staff
Attention to detail and excellent analytical skills
Managed Care knowledge/experience is strongly preferred
Health insurance industry experience/knowledge is strongly preferred
Well organized with the ability to prioritize and handle multiple assignments
Demonstrable aptitude to become proficient as a user in MHK software modules
Project management / implementation support experience is preferred
Previous experience with the MHK application or similar software is a plus.
Ability to support West Coast hours 9-5pm PST / 12pm - 8pm ET
Benefits
Medical, vision, and dental plans for full time employees
401(k) offered with a generous match
Benefits begin on first day of the month following employment
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