Customer Experience Representative - Practice Management / Billing

Sycle LLC is a market-leading global SaaS company focused on providing practice management solutions for audiology providers. They are seeking a Customer Experience Representative to support their platform, assist customers with inquiries related to technical issues, billing, and medical insurance, and ensure a high level of customer satisfaction.

Responsibilities:

• Understand the functionality of the Sycle platform and be able to communicate information in a succinct and timely manner to customers
• Ability to build professional relationships with the customer to maintain their satisfaction with Sycle’s product and services
• Providing basic information and training for new Sycle users
• Provide account maintenance and support, including clinic additions, clinic cancellations, billing updates, ownership transfers and subscription renewals
• Identify problematic workflows that disrupt the proper functionality of the software
• Report core functionality suggestions for Sycle through feature requests
• Understand common FAQs and how to resolve them
• Provide browser support for Google Chrome by clearing cookies and cache, setting file associations, setting security and pop-up exceptions, and disabling and enabling plugins and flags
• Understand Sycle reporting functions and how to acquire the information that the customer is seeking
• Remain informed on software defects and other system issues to help troubleshoot with customers
• Effectively manage cases through Sycle’s CRM system, HubSpot
• Escalate issues as needed in a timely manner

Requirements:

• Experience and/or certifications in the medical insurance space
• 2-3+ years of technical help desk experience
• Strong customer focus orientation
• Strong problem analysis and problem solving skills
• Effective at implementing processes and procedures
• Strong verbal and written communication skills
• Must be high energy with a results-driven personality
• Ability to form positive relationships
• Experience with medical claims
• Understanding medical terminology
• Familiar with CPT, HCPCS, ICD-10
• Medical billing knowledge
• AAPC certification
• CPB in Professional Billing
• Experience working with Waystar and/or Optum Intelligent EDI