Product Support Representative - Tier 1 (EMR/Clinical/RCM/Medical Billing) - Remote

Overview

The Associate Product Support Representative plays a critical role in the overall client experience. This person is often the face of the company for users experiencing issues or questions with Raintree software. Great support is about earning trust through urgency, consistency, follow-through, and the delivery of high-quality answers. Responsibilities of the role focus on responsiveness, troubleshooting, problem-solving, case management, and client service/communication. They will work closely with clients and other support team members to efficiently identify and solve basic issues. The ideal candidate is skilled at troubleshooting/problem-solving, has a curiosity to learn, and can juggle multiple priorities while putting the client’s needs first.

In Short

• Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms.
• Focus your efforts on quickly developing your knowledge and skills in 1 of 3 core domains (Practice Management, Clinical or Billing/Financial).
• Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach.
• Demonstrate top-notch communication skills through empathy and active listening.
• Demonstrate exceptional troubleshooting skills to isolate the cause of basic issues.
• Expedite Problem-solving by leveraging all tools at your disposal.
• Leverage critical thinking skills to aid with prioritization and independent decision making.
• Effectively Manage your cases - Document, Document, Document.
• Identify client needs quickly and successfully implement solutions.
• Contribute to Raintree’s knowledge base content, documentation, and training materials.

Requirements

• Bachelor’s degree or relevant experience.
• At least 2 years of software application support experience in a SaaS environment.
• High technical aptitude.
• Proven track record of outstanding client support, troubleshooting and problem solving in a complex, technical environment.
• Medical/Revenue Cycle Management experience preferred.
• Previous SaaS or Healthcare IT company experience preferred.
• Working knowledge of EMR/EHR medical software applications is a plus.
• Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred).

Benefits

• Remote Work/Work From Home.
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break.
• Health, Dental, Vision, HSA/FSA.
• 401K with Company Match.
• Disability & Life Insurance.
• Employee Assistance Program.
• Paid Parental Leave.