Client Technical Analyst, Health - Remote

As a Client Technical Analyst at Experian, your key responsibilities include resolving complex issues relating to the Patient Access Curator suite of products, collaborating with internal technical teams, and managing client inquiries. You'll be troubleshooting both payer-related and platform-specific issues while managing a substantial caseload through Salesforce. Engaging directly with clients ensures that you effectively determine the severity of their concerns and navigate issues efficiently.

To qualify for the Client Technical Analyst position at Experian, candidates should hold a bachelor's degree in business, healthcare management, or a related field, alongside a minimum of 2 years of experience in the healthcare IT industry. Familiarity with healthcare-related standards, particularly ANSI X1, and strong analytical skills are also vital. The ability to handle customer frustrations with patience and professionalism is essential for success in this role.

Experian promotes work-life balance for its Client Technical Analysts through flexible work arrangements. This remote position allows for a choice between working from home, in a hybrid model, or at their offices. Additionally, Experian offers a generous benefits package that includes flexible time off, which encompasses volunteer time, vacation, and sick days, allowing you to recharge and take care of personal matters.

Client Technical Analysts at Experian primarily utilize Salesforce to manage customer support cases and track inquiries. They also engage with various communication tools for interactions via email, support cases, and calls. Proficiency in navigating these platforms is critical for efficient issue resolution and coordination with internal teams and clientele.

Experian is committed to employee development, offering various opportunities for growth and advancement for Client Technical Analysts. The company prioritizes a culture of engagement, wellness, and recognition. Employees can expect access to training programs, mentorship initiatives, and pathways for career advancement, encouraging everyone to bring their best selves to work.

In answering this question, focus on a specific instance where your technical skills shined. Describe the issue, the steps you took to analyze the problem, and how you collaborated with team members or clients to reach a resolution.

Discuss your method for prioritization, such as using the Eisenhower Matrix or a similar framework, and provide a real-world example that illustrates your ability to differentiate between urgent and important tasks effectively.

Highlight your communication skills and empathy. Explain how you actively listen to customer concerns, clarify misunderstandings, and maintain a positive demeanor even in potentially frustrating scenarios to build trust and rapport.

In your response, demonstrate your understanding of ANSI X1 standards and explain their importance in interoperability and compliance within healthcare IT solutions, linking this directly to the responsibilities of a Client Technical Analyst.

Share a situation where your collaborative efforts led to an improved workflow. Focus on the roles you played, the challenges faced, and the positive outcome resulting from teamwork and communication.

Explain how being adaptable helps you address unforeseen challenges effectively. Connect this flexibility to your previous experiences where solving client issues required outside-the-box thinking or adjusting your strategies quickly.

Discuss your commitment to continuous learning. Mention specific resources like industry publications, webinars, or professional associations that you follow to stay informed about healthcare IT trends and advancements.

Select a strength that is particularly relevant to the role. Be prepared to give specific examples of how this strength has positively impacted your work in previous positions, tying it back to the job at Experian.

Talk about your relationship-building strategies. Mention how active listening, follow-ups, and providing tailored solutions foster strong client relationships, contributing to customer loyalty and successful partnerships.

Articulate your excitement for the role at Experian by connecting your personal values with the company’s mission. Discuss how your skills align with their needs and how you feel you would contribute to the team’s success.