Customer Support Representative Tier 2 (Onsite | Healthcare))

What You’ll Do

You will act as the Tier 2 of frontline customer support, owning complex financial disputes and delivering clear, confident resolutions in high-impact situations.

• Lead resolution of complex billing discrepancies, unexplained charges, and refund requests through detailed system investigation and root cause analysis.
• Serve as the primary escalation point for emotionally distressed or high-risk customer interactions, using advanced de-escalation and solution-focused communication.
• Provide specialized support to senior and vulnerable members, ensuring clarity, empathy, and accuracy in resolving financial or technical concerns.
• Conduct in-depth account audits across multiple systems to ensure accurate adjustments and prevent recurring issues.
• Identify recurring billing errors and operational gaps; surface insights and recommendations to leadership to strengthen processes and reduce future escalations....