{"id":3786343,"url":"https://alion.io/job/contexture-senior-client-support-specialist","title":"Senior Client Support Specialist","company":{"id":2999719,"name":"Contexture","domain":"contexture.org","url":"https://alion.io/company/contexture-org","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Phoenix, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":5147,"max":5833,"currency":"USD","period":"month","gross":null,"usd_annual":69996},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HL7","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Okta","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-05T03:47:59Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-05T14:28:59Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"SENIOR CLIENT SUPPORT SPECIALIST\nJob Code: SRCSS\nReports To: Manager, Client Support\nBase Location: AZ or CO\nWork Status: Virtual Office\nMinimum Starting Monthly Range: $5,147\nHiring Range (Monthly Pay): $5,147 - $5,833\nFull-time / Part-time Full-time\nExempt / Non-Exempt Non-Exempt\nRisk Designation: High\nSummary\nThe Senior Client Support Specialist is an integral part of the Client Support team. The Senior Client Support Specialist is responsible for providing helpdesk and technical support for consumers, participants, and internal partners within Contexture’s platforms. The Senior Client Support Specialist will provide mentoring and training of the Client Support Specialists, act as a liaison between different departments within the organization and provide enhanced services to users/participants. This position balances multiple support activities including matters related to both operational and project support.\nThis position is based in Phoenix Arizona; Denver Colorado; or Grand Junction, Colorado and requires local residency in one of these base locations. Our strategic flexibility allows for local work from home opportunities.\nQualifications\nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nEssential Duties and Responsibilities include the following:\nServe as Subject Matter Expert (SME) in assigned subject area(s).\nCollaborates with the Manager, Client Support, to contribute to the development and revision of training plans for Client Support Specialist.\nReview patient queue for errors and reprocess files as needed.\nServe as mentor to Client Support Specialists.\nServe as a tier-two escalation point for complex tickets and questions that may require further investigation and/or support from other Contexture teams.\nDistribute outage notifications to participating organizations.\nTroubleshoot data and manage technical issues related to platform access issues.\nManage user in the appropriate environment.\nAssist with onboarding new hires and OTJ Training.\nMaintain effective working relationships with participants.\nDocument support outcomes in the ticketing system.\nManage patient consent status in appropriate platforms.\nProcess Request for Information (ROIs) submitted by patients.\nTroubleshoot alert/notification and migration issues.\nRespond to support requests via email, ticketing system, or phone within SLA guidelines.\nProvide and distribute regular reports to internal and external customers and produce ad-hoc reports as needed/requested.\nResponsible for monitoring and maintaining the support queue efficiently.\nIdentify and escalate situations requiring urgent attention.\nStay current with system information, changes, and updates.\nProvide after-hours support in on-call rotation.\nEvaluate, research, and determine best response to issue.\nTrack and route problems and requests and document resolutions.\nPerforms other related duties as assigned.\nParticipates in design, review and influences critical technology projects within scope of role and team.\nKnowledgeable about interface specifications and HL7 messages/CCDA documents for implementation projects.\nProvides support to participant in collaboration with technical resources for system changes. Assist in testing and validation of interfaces and tools developed by Contexture or its vendors.\nManage competing projects and initiatives while self-managing through difficult and demanding situations with timely decision making and creative problem solving.\nStrong ability to understand technical and clinical workflows of health information systems and the industry standards of messaging to current and future Contexture HIE services and products.\nHelp support ongoing maintenance and validation of system upgrade.\nProvide tier 1 internal helpdesk support for contexture employees and escalate tier 2 issues as needed.\nSkills\nWorking knowledge of helpdesk processes and procedures.\nStrong working knowledge of basic computing hardware including laptops and desktop computers.\nStrong working knowledge of Microsoft Windows and Microsoft Office / Office 365.\nEntry-level technical certifications such as A+ or Microsoft certifications preferred.\nStrong analytical and organizational skills.\nExcellent written and oral communication skills.\nStrong attention to detail.\nAbility to build and maintain respectful, professional, and productive relationships with both internal and external stakeholders.\nManage competing priorities in a complex and dynamic environment.\nAdvanced knowledge of Microsoft Word, Excel, and customer relationship management (CRM) software.\nKnowledge of HL7 v2.x, HL7 v3.x, C-CDA, and webservices relating to XDS.b, XCA standards and protocols, and IHE.\nKnowledge of basic database structures.\nAbility to work effectively in a team environment and build and maintain strong working relationships with both internal and external stakeholders.\nKnowledge of clinical codes sets such as LOINC, CPT, ICD9/ICD10, RxNorm, etc.\nAdvanced skills in understanding data workflows inside of systems and diagnosing root cause or points of failure.\nKnowledge of and experience in the capabilities of desktop, laptop, telephone, and video technologies.\nUnderstanding of how Okta or other Multi-factor authentication tools operate.\nAdvanced knowledge of Microsoft office suite (Word, Excel, and PowerPoint).\nKnowledge of Microsoft Teams.\nEducation/Experience\nMinimum of 4+ years’ experience in technical customer service.\nExperience in operational support of health information technologies, customer service, and healthcare required.\nStrong working knowledge of Health Data Hub (HDH), Mirth Connect and Connexion.\nHigh School Diploma or GED required.\nBachelor's Degree in Information Technology, Computer Science, Business Administration or another related field preferred.\nWork Environment\nThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.\nThe position may require occasional availability for after-hours work, outside of regularly scheduled hours.\nThis position is expected to be exposed to, process, or handle sensitive information including but not limited to Protected Health Information (PHI), Personally Identifiable Information (PII), financial information, etc. As such, the holder of this position is expected to comply with all applicable laws, regulations, organizational policies, and compliance expectations.\nPhysical Demands\nThe physical demands described here are representative of those necessary to perform the essential functions of the role:\nFrequent communication and information exchange.\nRegular movement within the office to access equipment and materials.\nAbility to remain stationary for extended periods (approximately 50% of the time).\nContinuous use of computers and office equipment (e.g., keyboard, monitor, printer).\nFrequent handling of materials up to 10 lbs; occasional handling up to 30 lbs.\nReasonable accommodations may be made to enable individuals with disabilities to perform essential functions.\nNote: This job description is not intended to be an exhaustive list of all duties, responsibilities and / or qualifications associated with the job. \n\nBenefits:Contexture provides a comprehensive benefits package. For details, please request a Benefit Summary from our Benefits Department.\nThe organization is an inclusive Equal Opportunity Employer. We do not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other status protected by law or regulation. \n\n#internalonly and #LI-DNI","description_format":"text","description_chars":7980,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care"],"lifecycle":[{"event":"open","at":"2026-11-05T03:47:59Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"green card filings: 1","filings_12m":0,"filings_prev_12m":2,"green_card_filings_12m":1,"median_offered_wage_usd":77500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["conf:2","win:early"],"computed_at":"2026-11-05T05:54:30Z"},"pay":{"stated_usd_annual":69996,"is_top_pay":false},"html_url":"https://alion.io/job/contexture-senior-client-support-specialist","json_url":"https://alion.io/job/contexture-senior-client-support-specialist.json","meta":{"generated_at":"2026-11-05T18:28:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24412,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2999719},"rest":"https://alion.io/mcp/rest/get_company?id=2999719"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcontexture-senior-client-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcontexture-senior-client-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcontexture-senior-client-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/contexture-senior-client-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcontexture-senior-client-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3786343}},{"tool":"search_jobs","arguments":{"company":"contexture.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3786343},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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