IT Analyst 1 Inbound Account Management - Midwest Remote
Job Details
- Req ID:
- 97775
- Supported Practice:
- Heartland Dental
- Category:
- Information Technology
- Location:
- 1200 Network Centre Drive, Effingham, IL 62401
- Salary:
- $18.00 - $22.00 per hour
Position Summary:
The IT Analyst 1 - Inbound, Account Management is primarily responsible for providing remote access management and software support to many core Heartland Dental systems. Duties include, but are not limited to answering, documenting and escalating customer inquiries received via phone and electronic channels, ensuring efficient and accurate issue resolution while delivering exceptional customer service.
With more than 1,800 dental offices supported across 38 states, over 10,000 team members and over 2,600 supported doctors in our support, Heartland Dental has a proven track record of growth and success. We’re looking for professional individuals who are open, positive and mentally flexible to join our network of support.
To give an idea of the team structure, this position will work on a team with other account management analysts and report to the IT Account Management Support Manager or Supervisor.
Below is an overview of the duties and responsibilities you would take on in this role:
- Deliver efficient and valuable customer service via phone, email, and tickets
- Handle inbound communications professionally; answer inbound phone calls, addressing customer needs promptly and courteously
- Respond to electronic requests from customers in a timely manner
- Support user account provisioning, maintenance, and de-provisioning of dental office users within a variety of applications
- Troubleshoot and resolve user account login issues (password resets, Active Directory changes, Office 365, email, etc.)
- Facilitate electronic claims setup and address related support questions
- Provide support to the internal stakeholders to ensure dental providers’ user account information is set up and functioning within the current dental practice management software
- Handle creation, maintenance, and troubleshooting of dental office accounts on insurance websites, ensuring seamless access and functionality
- Educate end users on self-service tools for common account management tasks
- Participate as a member of the IT Account Support Team by providing feedback on current processes and tools used to support and solve user account issues and incidents
- Accurately document support activities, escalating complex issues to appropriate teams for resolution as necessary
Minimum Requirements:
- Completion of one year of relevant experience in a customer service/support role
- Practical customer service skills, demonstrating the ability to manage customer inquiries and deliver exceptional service
- Ability to answer telephone calls and communicate information to customers
- Exceptional verbal and written communication skills, with the ability to convey information clearly and across various channels
- Strong computer skills, with excellent organizational skills, accuracy, and attention to detail
- Ability to work well under pressure and prioritize multiple tasks
- High level of maturity, personal initiative, and sound judgment with the ability to interact with co-workers in a collegial manner to accomplish common task
- Attendance and punctuality are essential
- Meet or exceed documented KPI’s
Desirable Qualifications:
- Customer service experience in IT or healthcare fields
- Completion of associates degree in IT field
- Active Directory experience
- Familiarity with Azure
- Payor websites experience
Physical Requirements:
- Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
We put our people first at Heartland Dental, and that shows in our generous benefits package.
Company retains the sole discretion to change the duties of the position at any time.
We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.
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Benefits
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Paid Vacation & Holidays
-
Access to Daily Pay
-
Sponsored Continuing Education Opportunities
-
Bonus Program
-
Retirement and College Savings Plans
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Referral Bonus
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Health, Vision, Dental, & Life Benefits
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Fitness and Mental Wellness Programs
Personal Stories
“I joined Heartland Dental in 2018 with 13 years of dental experience in search of career and leadership growth, and I’ve gotten that in abundance. The support is never-ending. If you have a vision or a dream, Heartland supports it wholeheartedly. I am blessed to be a part of such an amazing Supported Practice!”
- 2023 Joined the Communications Team
- 2021 Promoted to Regional Manager of Operations supporting Columbia and Aiken, SC and Evan, GA
- 2020 Expanded PMO role to support a second office
- 2018 Promoted to become the office’s Practice Manager of Operations (PMO)
- 2018 Joined Heartland Dental as a Business Assistant
“I joined Heartland Dental in search of a new opportunity and have found so much more than I could have ever imagined. Heartland has provided me invaluable education opportunities that have allowed me to achieve things I never thought possible and do things I never would have imagined.”
- 2023 Promoted to Regional Manager of Operations supporting Charlotte, North Carolina
- 2020 Transitioned to a PMO role supporting newly affiliated practices and new, or De Novo, offices in Charleston, SC
- 2017 Promoted to Practice Manager of Operations (PMO) supporting offices in Melbourne, FL
- 2015 Joined Heartland Dental as an Office Manager
“Beyond supporting me professionally, Heartland allows me to make a difference in my community. Being able to volunteer in Free Dentistry Days has been a huge motivator for me. I am proud to make a difference by helping empower providers to give back.”
- 2023 Founding member of Alliance, Heartland Dental’s gender and sexuality employee-led community
- 2022 Transitioned to Digital Marketing
- 2022 Promoted to Field Marketing Strategist
- 2018 Transitioned to the Regional Marketing Strategist
- 2017 Promoted to Practice Manager of Operations
- 2016 Promoted to Office Manager
- 2014 Joined Heartland Dental as a Business Assistant
“I joined Heartland Dental in search of a new career opportunity. Thanks to the great leaders and developmental courses Heartland offers, I have grown both personally and professionally. I never imagined I would become part of a new and growing department!”
- 2022 Promoted to Payor Relations Supervisor
- 2018 Joined a new, growing department as Payor Relations Lead
- 2016 Promoted to Fee Schedule Manager
- 2014 Promoted to Fee Schedule Supervisor
- 2011 Moved to Dental Insurance Administration department as a Fee Schedule Coordinator
- 2008 Transitioned to a role as a Dental Assistant
- 2007 Joined Heartland Dental as a Business Assistant
Heartland Dental
Heartland Dental provides exceptional service to more than 2,800+ supported doctors, across 39 states and over 1,700+ offices. Cementing itself as the largest, and still one of the fastest growing, Dental Support Organizations in the United States.
Each Heartland Dental supported office is unique to the community and the patients they serve. Supported doctors are the leaders of their practice and set forth their own clinical care philosophies. But all our partners are united by a common goal: delivering the highest quality dental care and experience.
At Heartland Dental, we’re committed to living our core values which promote diversity and inclusion. We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.