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Customer Support Team Lead

Company: CIOX Health
Location: Alpharetta
Posted on: November 18, 2023

Job Description:

Customer Support Team Lead

Job Locations


Requisition ID


# of Openings


Category (Portal Searching)

Customer Service

Position Type (Portal Searching)

Employee Full-Time

Equal Pay Act Minimum Range

17.00 - 20.00


Who we are...Ciox Health merged with Datavant in 2021, creating the nation's largest health data ecosystems, powering secure data connectivity on behalf of thousands of providers, payers, health data analytics companies, patient-facing applications, government agencies, research institutions and life science companies. The combined company is focused on improving patient outcomes and reducing costs by removing impediments to the secure exchange of health data. Ciox, a Datavant company will offer the ability to access, exchange, and connect data among the thousands of organizations in its ecosystem for use cases ranging from better clinical care and value-based payments to health analytics and medical research. What we offer...At Ciox Health we offer all employees a place to grow and expand their current skills so that they can not only help build Ciox Health into the greatest health technology company but create a career that you can be proud of. We offer you complete training and long-term career goals. Our environment is what most of our employees are the proudest of. Give us just a few moments to explain why we need you and hope you will help us change how the health Industry manages its' medical records. What we need...Customer Support Analyst Lead provides support to the customer service and collection departments. Most of the work performed in this position is to provide leadership for and guidance for team members, responding to customer emails regarding status updates, billing disputes and invoice adjustments. Other jobs duties include researching accounts/invoices and delegating special projects. This is a Remote role (Call Center)

* Full-Time: Tues-Sat 10pm-6:30pm EST or Wed-Sat 10pm-8:30am
* Comfortable working in a high-volume production environment.
* Processing medical record requests by taking calls from patients, insurance companies and attorneys to provide medical record status
* Documenting information in multiple platforms using two computer monitors.
* Proficient in Microsoft office (including Word and Excel)

We offer:
Comprehensive onsite/virtual training program followed by job shadowing with an assigned mentor
Company equipment will be provided to you (including computer, monitor, virtual phone, etc.)
Full Benefits: PTO, Health, Vision, and Dental Insurance and 401k Savings Plan and tuition Assistance


Uphold and maintain CIOX standard of quality and excellence in the Customer Services DepartmentAnswering a high volume of emails dailyAssist CSA representatives with escalated emails or questionsAnalyze and identify patterns of incorrect billing, indexing errors, and client disputes by reviewing accounts for accuracyConduct meetings with team members as needed to improve training or qualityIdentify problem areas and work on strategies that will improve the Customer Support Department.Investigate and respond to customer inquiries regarding billing disputesProcesses cancellation requests.Back up to train new hires, maintain and update training materialsAssist customer service and collections to develop possible resolutions.Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionCommunicate with management regarding creative concepts and objectives, which may benefit the company.Performs other duties as assigned.


Experience in an office environment, preferably in business to business collections or customer serviceType 50 words per minutePossess effective verbal and written interpersonal communication and listening skills.Proven customer support experienceWorking knowledge of the Microsoft Office Suite, especially Word and Excel.Must be able to apply appropriate billing statues.May require knowledge of specific account types and billing procedures.Ability to work with accuracy in a fast-paced environment, while providing excellent customer service.Be very organized and be capable and willing to multi-task.Ability to work both independently and as part of a team.Ability to sustain continuous pressure, withstand conflicting requirements.Possess strong time management skills.High School diploma or equivalent.To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Ciox Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion. For remote work, this position requires that you provide a high-speed internet connection, subject to applicable expense reimbursement requirements (if any), and a work environment free from distractions. Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Equal Pay Act Minimum Range

17.00 - 20.00

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Keywords: CIOX Health, Alpharetta , Customer Support Team Lead, Other , Alpharetta, Georgia

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