We are looking for an experienced Customer Success Executive with 5+ years of experience in healthcare operations, particularly in customer process management and claims processing. The candidate will be responsible for managing customer interactions, ensuring smooth healthcare claim processes, resolving operational issues, and maintaining high levels of customer satisfaction.
The ideal candidate should have strong knowledge of healthcare claims, insurance processes, customer service, and healthcare operations, along with excellent communication and problem-solving skills.
Key Responsibilities
- Application Support Analyst with 6 years of experience providing technical support for enterprise SaaS applications across Healthcare,
- Lead end-to-end implementation of healthcare software solutions (EHR/EMR, HIS, RCM, interoperability platforms, etc.)
- Technical Support with Saas Implementation for Healthcare Product
- Supply Chain Logistics, and Unified Communications domains.
- Experienced in managing high-volume incidents, troubleshooting application and system issues, and ensuring SLA adherence in mission-critical environments.
- Responsible for handling L1/L2 application support, including investigation of authentication issues, access controls, configuration errors, and workflow disruptions.
- Skilled in issue replication, log analysis, and root cause identification to distinguish user errors from product defects.
- Prepare detailed escalation artifacts such as logs, screenshots, timestamps, and reproduction steps to enable efficient resolution by L2/L3 and engineering teams.
- Regularly collaborate with cross-functional teams including Engineering, QA, Product, and Operations to resolve escalations and reduce recurring issues.
- Maintain clear, calm, and professional communication with customers during high-severity and time-sensitive incidents, including patient-facing healthcare workflows.
- Actively contribute to knowledge management by creating and maintaining internal and external documentation, helping reduce ticket volume and escalation rates.
- Support release activities through smoke testing, regression testing, and validation of defect fixes.
- Utilize ITSM and ticketing tools such as ServiceNow, Jira, and Zendesk to track, manage, and resolve incidents efficiently.
- Demonstrated ability to work in fast-paced environments, manage multiple priorities, and improve support processes through structured troubleshooting, documentation, and continuous learning initiatives.
Benefits:
- Flexible schedule
- Health insurance
- Provident Fund
- Work from home
Application Question(s):
- What is your notice period ?
- What is your CTC & ECTC ?
Experience:
- Customer Success Executive: 5 years (Required)
- US Healthcare: 3 years (Required)
- Claim Processing: 3 years (Required)
Work Location: Remote
