Technical Support Analyst III (Hybrid) - Physicians Billing Service
Washington University in St. Louis
IT, Customer Service
USD 25.47-39.49 / hour
Posted on May 14, 2025
Scheduled Hours
40Position Summary
This position provides consultation, analytical support, and/or training to clients of computer or other technology-based systems. Employee may provide advanced technical support of hardware, software, operating systems, and networking. This level requires a broad understanding of a wide variety of technologies to effectively support clients’ technical needs and provide technical guidance to lower-tiered technical support employees. Employee may serve as a technical expert or specialist in a particular area such as in the applications, systems, or hardware areas. Employee interacts with a broad range of clients requiring strong communication and customer service skills as well as the ability to use a wide variety of technical resources for providing a high level of technical support to clients. Employee at this level generally provides advanced support for a broad range of information-related technologies, or may provide in-depth support for a more narrowly defined area of technology.Job Description
Primary Duties & Responsibilities:
- Develops/implements plan for claims processing from submission to payment. Reviews clearinghouse and billing system claim files daily to ensure claims are flowing through the process and any denials, errors or rejections are resolved in a timely manner. Identifies and resolves operational issues that impacts electronic claim submissions to payers. Investigates and analyzes electronic claims data errors.
- Coordinates with users to determine special project needs, submits documentation and implements process modifications. Recommends enhancements and additions to system configurations to maintain and assure benefits from new technologies.
- Provides testing processes, test results review for routine and special projects.
- Tests and monitors processes to provide effective follow-up, system maintenance, and claims completion. Acts as Administrator for Experian Claim Source and One Source databases and collaborates with vendor to build or update edits as needed. Manages follow-up of all system and/or clearinghouse requests to completion. Tracks performance of vendor in resolving issues within target dates.
- Serves as liaison between the IT department, clinical divisions and vendors, regarding coding/claims and special project processes. Talks with programmers and/or system support analysts to explain software errors and/or recommend changes. Assists with entering and answering Service Now technical/system support tickets and follows performance to resolution.
- Performs other duties as assigned and assists with special projects. (i.e. manages and prioritizes daily claim edit and 277 rejection work queues, performs electronic claims and ERA enrollment duties as needed, provides expertise or general claim follow-up support by reviewing, researching, investigating, processing and adjusting claims).
- Provides appropriate level of support for specific application or set of applications, hardware, software and networking, or may provide advanced support for a wider range of technologies to department end users.
- Responds to assigned tickets.
- Evaluates, prioritizes, and resolves problems and requests or escalates to appropriate support areas
- May act as phone support backup to more junior-level help desk
- Instructs end users on use of technologies within the designated spectrum of support.
- Recommends upgrades and enhancements, researches, tests, and evaluates new technologies related to support spectrum.
- Collaborates with higher-level technical areas on planning and issue resolutions.
- Develops training materials and documentation for end users and internal department use.
- Provides formal training to end user for applications related to support spectrum.
- Actively participates in team meetings and discussions.
- Performs other related project work and duties as assigned.
Working Conditions:
Job Location/Working Conditions
- Primarily remote with the exception of coming into the office at least once a month.
- Normal office environment.
Physical Effort
- Typically sitting at a desk or table.
Equipment
- Office equipment.
Required Qualifications
Education:
High school diploma or equivalent high school certification or combination of education and/or experience.
Certifications:
Work Experience:
Skills:
Driver's License:
More About This Job
WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.Preferred Qualifications
Education:
No additional education beyond what is stated in the Required Qualifications section.
Certifications:
Work Experience:
Skills:
Client Counseling, Communication, Customer Empathy, Customer Needs Assessments, Customer Service, Group Problem Solving, Identifying Customer Needs, Implementation Planning, Information Technology (IT) Solutions, IT Solution Design, Operating Systems (OS), Organizational Planning, Problem Analysis, Project Coordination, Requirements Development, Tactful, Technical Knowledge, Technical Leadership, Technical Support, Time Management, Work CollaborativelyGrade
G10-HSalary Range
$25.47 - $39.49 / HourlyThe salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.Questions
For frequently asked questions about the application process, please refer to our External Applicant FAQ.
Accommodation
If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.
All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.Pre-Employment Screening
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.Benefits Statement
Personal
Up to 22 days of vacation, 10 recognized holidays, and sick time.
Competitive health insurance packages with priority appointments and lower copays/coinsurance.
Take advantage of our free Metro transit U-Pass for eligible employees.
WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
Wellness
Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
Family
We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.
For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/