Client Support Specialist I - Integrated Billing

Kipu Systems

141d

About The Position

The Client Support Specialist is responsible for the training and troubleshooting of KipuEMR and Enterprise Billing Interface. This is a technical business process-oriented role assisting clients with specialized solutions. Responsibilities also include post-implementation support, service request investigation and resolution (supporting and training internal and external stakeholders), developing knowledge transfer materials for associates and customers, providing input for defining user needs, and solution-specific testing.

Requirements

• 2+ years of relevant work experience in customer-facing roles supporting SaaS products.
• Experience with Zendesk, ServiceNow, or similar ticketing systems.
• Experience with Avea, CollaborateMD, Therabill, Kareo, or similar medical billing software.
• Have medical billing and Revenue Cycle Management (RCM) knowledge and experience.
• Have a passion for helping people troubleshoot and solve problems.
• Have medical industry knowledge and understand medical terminology.
• Demonstrate time management and the ability to complete tasks on deadlines.
• Work well independently and enjoy working on a team.
• High school diploma or general education degree (GED); with 1-year related experience fast-paced work environment; or an equivalent combination of education and experience.

Nice To Haves

• Experience in substance abuse treatment.
• Proactively think of and propose new ideas to help improve general administrative, implementation, and customer service policies, procedures, and protocols.

Responsibilities

• Respond to all customer support questions, concerns, and feedback across all channels (phone, chat, ticketing, email) within service-level agreement, maintaining the highest possible first-contact resolution and customer satisfaction rates.
• Maintain knowledge base of current system capabilities, integrations, and troubleshooting techniques by initiating research through available resources.
• Establish and cultivate relationships with staff members in client billing departments to become their trusted source for help with our Integrated Billing product.
• Provide remote training on KipuEMR and Enterprise Billing Interface.
• Be the voice-of-the-customer across Kipu, leveraging your insight and knowledge of the customer experience to bring positive change.
• Meet performance goals established for the position by optimizing customer satisfaction, phone, and ticket metrics.
• Perform software optimization reviews and hold meetings with clients to help them get the most value out of our products.
• Keep management informed of workload status, client feedback, issues, requests, etc.

Benefits

• Highly competitive salary based on your local market’s compensation data.
• Flexible paid time off.
• 11 Paid Holidays.
• Health, Dental, Vision, Disability, and Life Insurance.
• Parental Leave.
• Pet Insurance.
• 401(K) with Company Match.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 101-250 employees