The Customer Support Specialist I, Forms and Reports is responsible for providing customer support for reporting and application form development, enhancements, and functionality. This role encompasses the design, modification, and troubleshooting of financial, clinical, and administrative reports and forms within the application. The Specialist works in close collaboration with customers, implementation teams, and internal departments to ensure accurate data capture, regulatory compliance, and the optimization of operational workflows. 

This position ensures timely initial response and consistent follow-up for assigned service requests, conducts preliminary data collection and analysis, and evaluates end-user requirements to support the development of high-quality, comprehensive reports and end-user forms. The Forms and Reports Specialist addresses routine configuration and functionality inquiries via telephone, online, and email support channels; maintains accurate and thorough documentation of all service requests; monitors progress through resolution; and escalates or coordinates advanced issues as necessary to ensure timely and effective outcomes. 

Essential Duties and Responsibilities 

The essential duties and responsibilities of this position include, but are not limited to the following: 

• Respond to and provide friendly, patient, and professional customer service for all incoming calls, emails, and online requests for reports and application forms, serving as a subject matter resource for customers and internal teams. 
  
• Design, create, modify, and maintain financial, clinical, and administrative reports to meet customer, operational, and regulatory requirements. 
  
• Develop, configure, and update electronic forms to support clinical documentation, administrative processes, and data collection workflows. 
  
• Troubleshoot and resolve issues related to report accuracy, data integrity, formatting, filters, permissions, and form behavior. 
  
• Analyze end-user requirements and workflows to recommend effective reporting and form solutions. 
  
• Perform preliminary data gathering and validation to ensure completeness, accuracy, and consistency of report outputs. 
  
• Provide timely initial response and ongoing follow-up for assigned service requests in accordance with service level agreements (SLAs). 
  
• Accurately document, track, and monitor all service requests, actions taken, and resolutions within the ticketing system. 
  
• Resolve routine configuration and functionality inquiries through telephone, online, and email support channels. 
  
• Escalate, coordinate, or dispatch complex or advanced issues to appropriate internal teams while maintaining ownership through resolution. 
  
• Collaborate with implementation, product, development, and quality assurance teams to support issue resolution and system enhancements. 
  
• Assist with testing and validation of reports, forms, and system updates prior to release or deployment. 
  
• Develop and maintain internal and customer-facing documentation, including knowledge base articles, user guides, and standard operating procedures. 
  
• Identify recurring requests, issues, trends, and opportunities for improvement and provide recommendations to enhance system performance, usability, and support processes. 
  
• Ensure compliance with applicable healthcare regulations, data privacy standards, and organizational policies, including HIPAA. 
  
• Maintain a high level of professionalism and customer service while interacting with clinicians, administrative staff, and internal stakeholders. 
  
• Participate in ongoing training to maintain proficiency with system updates, reporting tools, and industry best practices. 
  
• Perform additional duties as assigned in support of departmental and organizational objectives. 
  
• Participate in team meetings and training sessions as required. 
  
• Other duties as assigned by supervisor. 
  

Minimum Qualifications (Knowledge, Skills, and Abilities) 

• High school diploma or equivalent. 
  
• Minimum 1-2 years’ work experience in a customer service-oriented role. 
  
• Strong troubleshooting skills. 
  
• Ability to have understanding and application of customer service techniques as required to address problems with PC based tools and products; effective and result-oriented customer service skills. 
  
• Exceptional interpersonal and team building skills. 
  
• Effective organization and time management skills. 
  
• Ability to work independently and within a team environment. 
  

Preferred Qualifications 

• Associate’s degree in computer science, computer programming, computer information systems, or database administration, or closely related field. 
  
• Certifications in the IT field is highly preferred. 
  
• 1-2 years professional work experience in application or technical support. 
  
• Professional work experience in healthcare or IT industry preferred.