Act as the primary source of knowledge for our enterprise base when it comes to complex technical issues across Practice Management, Clinical, and Billing/Financial domains.
Utilize expert-level critical thinking to deconstruct complex software behaviors, isolate root causes, and recreate bugs in test environments.
Lead the response for high-impact service disruptions affecting the Enterprise base, ensuring rapid resolution and clear stakeholder communication.
Provide a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactions.
Dedicate 20% of your time to developing those around you, elevating the department's collective knowledge.
Lead the creation, curation, and maintenance of a robust Knowledge Base to drive self-service and improve First Contact Resolution (FCR).
Identify systemic challenges in products or processes and proactively propose data-driven improvement strategies.
Maintain impeccable case records, ensuring HIPAA compliance, data security, and clear follow-up commitments.

Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience.
4–6 years of SaaS application support experience; minimum 4 years specifically supporting Raintree software and the Billing/RCM Domain.
Deep understanding of Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflows.
High proficiency in troubleshooting complex SaaS architectures and navigating database/integration issues.
Exceptional interpersonal and "diplomatic" communication skills; the ability to remain calm and authoritative during critical system outages.

Senior Product Support Specialist – Enterprise RCM

Key skills