Product Support Representative - Tier 1 (Revenue Cycle Management)

About the role

An Associate Product Support Representative (RCM) plays a critical role in the overall client experience. This person is often the face of the company for users experiencing Medical Bill/RCM related issues or questions with Raintree software. Great support is about earning trust through urgency, consistency, follow-through, and the delivery of high-quality answers. Responsibilities of the role focus on responsiveness, troubleshooting, problem-solving, case management, and client service/communication.

Responsibilities

• Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms with a focus on Medical Billing/RCM inquiries.
• Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach.
• Demonstrate top-notch communication skills through empathy and active listening. Use these skills to help gather relevant information and validate to remove ambiguity.
• Demonstrate exceptional troubleshooting skills to isolate the cause of basic issues and steps to recreate the problem.
• Expedite problem-solving by leveraging all tools at your disposal (KB, documentation, screen sharing, test systems, etc.).
• Leverage critical thinking skills to aid with prioritization, independent decision making, and problem deconstruction abilities.
• Effectively manage your cases - Document, Document, Document. Set specific follow-up dates/times with the client and meet those commitments. Do what is right, and don’t let your cases get stale.
• Leverage priority and aging to guide follow-ups and when issues should be escalated.
• Identify client needs quickly and successfully implement solutions.
• Close the required minimum number of client cases and follow-up on escalated issues.
• Perform new Raintree software upgrades and related tasks as needed.
• Provide timely updates to management on all high priority, high impact issues.
• Identify common challenges and proactively inform ways to improve our product/processes.
• Contribute to Raintree’s knowledge base content, documentation, and training materials.
• Link knowledge articles used to resolve issues to all relevant cases.
• Ensure compliance with company policies, maintaining data security and confidentiality.
• Client first - own it and figure it out internally. Avoid transferring customers, calls or cases.
• Beyond great service, your job is to be a top notch Raintree troubleshooter/problem solver.

Requirements

• Bachelor’s degree or relevant experience.
• At least 2 years of software application support experience in a SaaS environment.
• Medical Practice / Medical Billing/ Revenue Cycle Management experience required.
• High technical aptitude.
• Proven track record of outstanding client support, troubleshooting and problem solving in a complex, technical environment.
• Previous SaaS or Healthcare IT company experience preferred.
• Working knowledge of EMR/EHR medical software applications is a plus.
• This position will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful.

Schedule

Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred).