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The IT Analyst 1 - Inbound, Account Management is primarily responsible for providing remote access management and software support to many core Heartland Dental systems. Duties include, but are not limited to answering, documenting and escalating customer inquiries received via phone and electronic channels, ensuring efficient and accurate issue resolution while delivering exceptional customer service.

Heartland Dental is the nation's largest dental support organization, providing non-clinical administrative support services to more than 3,000 supported doctors across 39 states and the District of Columbia in 1,900+ dental offices. Each Heartland Dental supported office is unique to the community and the patients they serve. Supported doctors are the clinical leaders of their practice, retain full clinical autonomy, and establish their own care philosophies. All Heartland Dental supported doctors are united by a common goal: delivering the highest quality dental care and patient experiences.

To give an idea of the team structure, this position will work on a team with other account management analysts and report to the IT Account Management Support Manager or Supervisor.

Below is an overview of the duties and responsibilities you would take on in this role:

• Deliver efficient and valuable customer service via phone, email, and tickets


• Handle inbound communications professionally; answer inbound phone calls, addressing customer needs promptly and courteously


• Respond to electronic requests from customers in a timely manner


• Support user account provisioning, maintenance, and de-provisioning of dental office users within a variety of applications


• Troubleshoot and resolve user account login issues (password resets, Active Directory changes, Office 365, email, etc.)


• Facilitate electronic claims setup and address related support questions


• Provide support to the internal stakeholders to ensure dental providers’ user account information is set up and functioning within the current dental practice management software


• Handle creation, maintenance, and troubleshooting of dental office accounts on insurance websites, ensuring seamless access and functionality


• Educate end users on self-service tools for common account management tasks


• Participate as a member of the IT Account Support Team by providing feedback on current processes and tools used to support and solve user account issues and incidents


• Accurately document support activities, escalating complex issues to appropriate teams for resolution as necessary


• Other projects as assigned

• Completion of one year of relevant experience in a customer service/support role


• Practical customer service skills, demonstrating the ability to manage customer inquiries and deliver exceptional service


• Ability to answer telephone calls and communicate information to customers


• Exceptional verbal and written communication skills, with the ability to convey information clearly and across various channels


• Strong computer skills, with excellent organizational skills, accuracy, and attention to detail


• Ability to work well under pressure and prioritize multiple tasks


• High level of maturity, personal initiative, and sound judgment with the ability to interact with co-workers in a collegial manner to accomplish common task


• Attendance and punctuality are essential


• Meet or exceed documented KPI’s

• Customer service experience in IT or healthcare fields


• Completion of associates degree in IT field


• Active Directory experience


• Familiarity with Azure


• Payor websites experience

• Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position


• Prolonged periods sitting at a desk and working on a computer


• Must be able to lift up to 15 pounds at times

We put our people first at Heartland Dental, and that shows in our generous benefits package.

Company retains the sole discretion to change the duties of the position at any time.

We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.