Sr. Resolution Specialist

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Consensus Cloud Solutions is a publicly traded, leading digital cloud fax and interoperability solutions organization in the United States and globally, focusing on connecting and empowering healthcare providers, payers, care teams, and technology innovators to unify multiple systems that wouldn’t otherwise talk to each other. Consensus is a trailblazer in our industry and believes that data transformation will reshape the world of healthcare.

Founded over 25 years ago, Consensus leverages its technology heritage to move from simple digital documents to advanced healthcare standards (HL7 / FHIR) for secure data transport, as well as Natural Language Processing (NLP) and Artificial Intelligence (AI) to convert unstructured to structured, analytics-ready data, helping users unveil information that is meaningful and actionable for better patient care.

Consensus leads the industry in data exchange solutions and we’re only getting started! With exciting new initiatives on the horizon, we are continuing our strategic expansion and we are looking to add to our diverse team of innovators.

Now is the ideal time to join us in our mission to solve healthcare’s biggest challenges, and work collaboratively with a diverse team of like-minded self-starters and partners to accomplish it.

Consensus Cloud Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We offer many remote and hybrid career opportunities.

How You Will Impact The Organization…

The successful candidate will play a key role in the growth of Consensus. Reporting to the Operations Manager, the Sr. Resolution Specialist would provide support for a team of customer service representatives, for escalated requests and feedback to ensure all members are able to achieve a high level of customer support. This position also interacts with other groups / teams within Consensus to ensure the customer’s needs are met and may include higher tiered support for PSP customers, delivering “White-glove Treatment”. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.

The value you will deliver…

• Responsible for answering CSR first line technical & billing questions efficiently, accurately and in a professional manner.
• Maintaining to be a subject matter expertise on process / procedures and systems.
• Acts as a coach and mentor for training to colleagues and frontline support staff.
• Providing a consistent, courteous, and positive example for the team.
• Compiles issues for potential escalations and communicates ongoing issues to the team.
• Receives and handles escalated customer calls from Tier 1 representatives also handling Strategic or PSP accounts and escalate issues as required to 2nd & 3rd line support to meet predefined service levels.
• Attend meetings as CS management representative to provide input, report issues, offer suggestions and / or communicate information back to the team.
• Watch the CSR queue (both calls and emails) to make sure that all CSR first line is utilizing the work time efficiently and in a professional manner.
• Special Projects assigned by Manager or overseeing VP of Corporate Support.
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.

What You Will Bring To The Table…

You will stand out if you also have…

Additional Details…

The salary range for this role is $55,000 - $60,000 USD annually . The total compensation package for this position is negotiable and may also include annual performance bonus, ESPP, enhanced time off packages and benefits. This job doesn't have an expiration date and will remain open until a qualified candidate is hired.

We are not accepting agency submissions for this role.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

IT Services and IT Consulting

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