We are a Health IT and RCM service company with a leading-edge EHR software product and a medical billing BPO. We are looking for an enthusiastic Client Support Specialist. This role involves a broad range of responsibilities, from responding to client inquiries to troubleshooting and beyond. The ideal candidate is a problem-solver, an effective communicator, and dedicated to enhancing user... experience.
? Responsibilities:
? Client Assistance:
? Guide ClinicMind clients in maximizing the system's utility.
? Handle a wide array of inquiries, including but not limited to patient demographics, balance management, clinic reporting, claims, and point of sale.
? Problem-Solving:
? Troubleshoot issues encountered by users.
? Understand the objectives behind users? actions and identify any obstacles they may face.
? Inquiries and Training:
? Address basic medical billing questions after completing mandatory on-the-job training.
? Collaboration:
? Work closely with our software support and account management teams to resolve client issues effectively.
? Determine when an issue needs to be escalated to other departments for resolution.
? Communication:
? Engage with clients through various channels, including phone, email, live chat, Facebook, and an internal tasking system.
? Escalation and Risk Management:
? Identify practices at risk of attrition and escalate to the appropriate resource.
? Recognize tone, keywords, and signs of frustration to address client concerns proactively.
? Administrative Duties:
? Ensure accurate documentation of all client interactions.
? Follow up on client interactions as per established procedures.
? Additional Responsibilities:
? Perform other duties as assigned by management, adhering to the dynamic needs of the department.
Qualifications:
? Proven experience in customer support or a similar role.
? Excellent problem-solving and analytical skills.
? Strong verbal and written communication abilities.
? Ability to work effectively in a team and independently.
? Familiarity with medical billing processes is a plus.
? Proficiency in using various communication platforms including live chat and social media.
? Commitment to providing high-quality support to enhance client satisfaction.
Position Requirements:
? Must have stable internet connection minimum of 5 MBPS
? Must have a mobile data plan as a backup
? Must be in a quiet environment
? Must be comfortable working the US business hours
? Must own a PC with at least 8 GB of memory
? Must have a camera to use for meeting conferences (google meet, zoom