Job Summary

A Billing Analyst answers both internal and external questions regarding billing claims processing as it pertains to the Methasoft Billing module. They also must work with clients to make sure that the billing is set up correctly for them. A Billing Analyst will manage customer calls and complaints regarding billing and other non-related billing issues. The analyst will keep their manager(s) informed of any sensitive customer issues or obstacles that may prevent the customer from successfully process their billing claims.

Under general supervision, serves as a central point of contact and provides assistance to Methasoft customers; receives, prioritizes, documents, and resolves customer service requests; documents customer contacts; provides problem resolution using diagnostic tools and troubleshooting and problem solving methodologies.

Qualifications

Billing analysts should be able to work independently with minimal oversight. Prospective applicants must be effective managers of time, due in part to short turnaround times for billing. Analysts must be able to effectively meet deadlines and prioritize work assignments for efficiency. Organizational skills are a key component to success in this field, as it requires working with large amounts of data. A college degree is not always required for a billing analyst position, but applicants should be comfortable working with computer applications. Most positions require a working knowledge of Microsoft Office products.

CHARACTERISTIC JOB TASKS AND RESPONSIBILITIES
May include any and/or all of the following:

1. Assists customers with issues related to supported software and computing platforms through telephone interaction, email; researches questions using various manuals and resources, ensuring customer satisfaction; applies diagnostic utilities to aid in troubleshooting; accesses software updates, drivers, and knowledge bases, to aid in problem resolution.
2. Prioritizes issues and directs escalated matter to appropriate staff; documents customer contacts during service request/problem-solving process using the call log, including successful and unsuccessful decisions and actions taken through to final resolution; performs post-resolution follow-ups to service requests; verifies customer awareness of resolution; evaluates documented resolutions and analyzes trends for future occurrences; documents system status issues.
3. Participates with ongoing development and maintenance of departmental documents and processes; provides guidance and instructions to other staff; performs other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• 1-3 years of experience in a similar role
• Must communicate respectfully to peers and management
• Must demonstrate leadership abilities
• Working knowledge of computer hardware and operating systems
• Working knowledge of Internet browsers
• Working knowledge of office productivity suites and other core enterprise systems
• Strong customer service skills
• Strong written and verbal communication skills
• Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Demonstrated team-oriented working skills in a collaborative environment
• Self motivated and directed
• Strong attention to detail
• Analytical and problem-solving skills
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Ability to prioritize and execute tasks in a high-pressure environment
• Ability to conduct research on a wide range of issues
• Strong working knowledge of the Methasoft billing module
• Strong working knowledge of the intricate differences between Methasoft EDI Billing and Methasoft Billing as a Service (BaaS)