Client Support Specialist - Work From Home

Pasig, Metro Manila, Philippines | Beta | Full-time | Fully remote

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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:

    1. 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.

    2. Problem-Solving:

      • Troubleshoot issues encountered by users.

      • Understand the objectives behind users’ actions and identify any obstacles they may face.

    3. Inquiries and Training:

      • Address basic medical billing questions after completing mandatory on-the-job training.

    4. 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.

    5. Communication:

      • Engage with clients through various channels, including phone, email, live chat, Facebook, and an internal tasking system.

    6. 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.

    7. Administrative Duties:

      • Ensure accurate documentation of all client interactions.

      • Follow up on client interactions as per established procedures.

    8. 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