Client Service Support Analyst - Military veterans preferred

About Avalon Healthcare Solutions:

Avalon Healthcare Solutions is the nation’s leader in diagnostic intelligence, uniquely focused on transforming the role of diagnostic testing across the healthcare ecosystem. Our proprietary Diagnostic Insights Platform delivers evidence-based policies, curated lab networks, and real-time analytics that simplify complex diagnostics, accelerate innovation adoption, and optimize diagnostic investments.

Supporting over 30 health plans and 44 million members nationwide, Avalon partners with payers and providers to ensure diagnostic testing is performed appropriately, efficiently, and at the right time. Our flexible solutions span routine and genetic testing management, automated adherence, and end-to-end diagnostics support—driving measurable value, reduced waste, and improved clinical outcomes.

With unmatched scientific rigor, deep clinical expertise, and a performance-based model, Avalon is redefining how diagnostics power personalized care and healthcare value.
 Learn more at www.avalonhcs.com.

You will be part of a team that shapes a new market and business. Most importantly, you will help Avalon to achieve its mission and improve clinical outcomes and health care affordability for the people we serve.

For more information about Avalon, please visit www.avalonhcs.com.

Avalon Healthcare Solutions, and its affiliates, is an equal opportunity employer.  This position description is subject to change at any time. As determined by the company based upon business needs, an employee in this position may be required to perform duties and take responsibility for work other than as described in this document.

About the Client Service Support Analyst Position:

The Client Service Support Analyst (CSSA) is a key member of the Operations Department, supporting the internal operations needed for stellar client service delivery. This position is responsible for resolution of client inquiries and issues, including triaging requests and conducting detailed claims research. The CSSA works cross-functionally with other departments to conduct research, pull impact analyses, and insightful information as needed from other departments to understand and resolve operational issues. Ideal candidates bring a proactive, solution-oriented approach and can balance tactical execution with strategic thinking— ensuring excellence in operational efficiency. 

This position is eligible for remote work, but quarterly travel will be required to Avalon's corporate office located in Tampa, Florida.

Client Service Support Analyst – Essential Functions and Responsibilities:

• Act as the Operational Subject Matter Expert and support team for service delivery.
• Acquire an in-depth understanding of internal processes to resolve customer inquiries effectively and efficiently.
• Develop, run, and execute client queries for internal reports. 
• Pull and prepare monthly, quarterly, and ad hoc reports for assigned clients.
• Develop and provide customer (and occasional provider) education as needed.
• Evaluate disputed claims in denial management process for system configuration, claims processing, and/or contractual issues to facilitate health plan review of claims.
• Support the resolution of operational errors and trends.
• Collaborate with Service Delivery team and other internal departments to provide excellent service. 
• Understand departmental needs and recommend process improvements.
• Assist with special assignments and projects that require extensive and thorough research.

Client Service Support Analyst – Minimum Qualifications:

• Previous experience working in a health plan or healthcare services company is required.
• Maintains a positive, solutions-oriented mindset, even when faced with ambiguity or shifting priorities.
• Demonstrates a strong sense of ownership and accountability for outcomes and continuous improvement.
• Follows up consistently and respectfully to keep deliverables on track.
• Ability to learn basic SQL queries to run client reports.
• Good working knowledge of Microsoft Office Suite is essential.
• Attention to detail is critical.

Client Service Support Analyst – Preferred Qualifications:

• Working knowledge of SQL is highly desired.
• Experience or certification in medical billing and/or coding a plus. 
• Reporting and JIRA experience is preferred.