Support Specialist Lead (EHR platform billing support)

Responsibilities

• Provide frontline support and customer service through the ticketing system
• Avoid Live chat and/or phone support as needed
• Oversee SOPs and Professional Services processes
• Maintain high customer satisfaction (CSAT) and SLA/SLO adherence
• Deliver training and consultation as needed
• Manage KPI reporting and service performance
• Deliver in-depth issue analysis and solutions
• Maintain SME-level knowledge
• Cookordinate support actions with Support Management

Qualifications

• Bachelor's degree: High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree
• 5+ years of related experience
• Must have billing/RCM knowledge and experience