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

• Must have a camera to use for meeting conferences (google meet, zoom)