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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.
- Client Assistance:
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
Method of Application
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