Customer Experience Representative - Practice Management / Billing

Sycle is a market-leading global SaaS company focused on improving hearing care through its practice management solutions. The Customer Experience Representative will support customers in utilizing the audiology platform, addressing inquiries related to technical issues, billing, and medical insurance.

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