Job Description

Responsibilities and Duties

• Review and analyze system specifications
• Collaborate with Business Unit and Developers to develop effective strategies and test plans
• Execute test cases and analyze results
• Create logs to document testing phases and defects
• Documenting how features work.
• Report bugs and errors to development teams
• Help troubleshoot issues
• Conduct post-release/ post-implementation testing
• Work with cross-functional teams to ensure quality throughout the software development lifecycle
• Reviewing and analyzing system specifications
• Executing test scripts and reviewing results
• Reporting and documenting technical issues
• Provide 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 and/or email
• Proactively assume responsibilities for technical tickets that come in via phone or email from our customers.
• Documents technical tickets in the Customer Relationship Management (CRM) software from start to finish including updates and final resolution.
• Assess the technical issues and determine whether the issue can be resolved directly or whether the issue must be escalated.
• Assess and communicate to internal and external stakeholders the issue, the breadth of impact of the issue, and expected resolution, if or when known, via internal ticketing.
• Assume full responsibility for the issue and its resolution, even if escalated and triaged, until issues is fully resolved.
• Follow customer service procedures for all operations including, but not limited to, user account management functions
• Understands and complies with all company Privacy and Security standards
• Light data entry
• Other duties as assigned

Qualifications

• Proven experience as a QA tester or similar role
• Ability to document and troubleshoot errors
• Excellent communication skills both verbally and written
• Attention to detail
• Analytical mind and problem-solving aptitude
• Customer service minded and detail oriented
• Excellent troubleshooting and problem solving skills
• Ability to communicate instructions in a clear and concise manner
• Comfortable multitasking in fast paced environment
• Able to work independently as well as part of a dynamic team

Preferred Skills:

• 3+ years of Technical Support experience
• Strong communication and listening skills
• Strong analytical skills
• Knowledge of health care, insurance, medical terminology, CPT, HCPCS, DRG, Revenue, ICD-9, ICD-10 preferred
• Knowledge of databases and Microsoft SQL Management Studio or equivalent
• Strong computer skills
• Detail oriented
• WCAG Compliance Testing a plus

Experience:

• QA testing: 1 year (Required)

Benefits

Medical, Dental & Vision insurance

401(k) retirement savings with employer match vesting immediately

Vacation and sick paid time off

7 paid holidays & 2 floating holidays

Paid maternity/paternity leave

Disability & Life insurance

Flexible Spending Account (FSA)

Employee Assistance Program (EAP)

Free on-site fitness center

Professional and career development initiatives

Remote work eligible

REMOTE WORK REQUIREMENTS

Must 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.

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