Product Support Representative - Tier 1 (Revenue Cycle Management)

Raintree Systems develops therapy technology and software solutions for healthcare organizations. The Associate Product Support Representative provides client support, troubleshooting, problem-solving, case management, and communication for medical billing and revenue cycle management issues involving Raintree’s EMR platforms.

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 w/ 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 problems solving in a complex, technical environment
• • Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred)
• • This position will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful
• • Previous SaaS or Healthcare IT company experience preferred
• • Working knowledge of EMR/EHR medical software applications is a plus