Customer Experience Representative - Practice Management / Billing

Sycle•Denver, CO

5d•Remote

About The Position

About Sycle Sycle is a market-leading global SaaS company with the mission of facilitating the delivery of better hearing to the world. Founded in 2001, we have grown to be the leading practice management solution for audiology (hearing care) providers, with more than 65% market share. The Sycle practice management solution frees up valuable time so our customers can grow their businesses through delivering high quality patient care and exceptional services that delight their customers. Small hearing care practices and some of the largest retailers utilize our software in 13 countries worldwide. The Sycle team is 120 strong. We are headquartered in Lone Tree, Colorado with offices in Alabama and Vancouver, and a large remote workforce. We are always on the lookout for exceptional talent to help us build and deliver market-leading tools that make a difference for our customers. Check out our job listings and apply! Position Requirements As a vital part of the Sycle Team, the Customer Experience team strives to provide our customers with a level of support to exceed the customer’s expectations. The role involves supporting our audiology platform, helping customers learn the system and leverage its functionality. Inquiries range from technical issues to sometimes complex billing and medical insurance issues. Someone with experience and/or certifications in the medical insurance space is a requirement of this role. This is a remote position that requires the applicant to work from home from one of the following states: AL, CA, CO, FL, IL, MN, NV, OR, TX or UT .

Requirements

Experience with medical claims
Understanding medical terminology
Familiar with CPT, HCPCS, ICD-10
Medical billing knowledge
2-3+ years of technical help desk experience
Strong customer focus orientation
Strong problem analysis and problem solving skills
Effective at implementing processes and procedures
Strong verbal and written communication skills
Must be high energy with a results-driven personality
Ability to form positive relationships

Nice To Haves

AAPC certification, CPB in Professional Billing
Experience working with Waystar and/or Optum Intelligent EDI

Responsibilities

Understand the functionality of the Sycle platform and be able to communicate information in a succinct and timely manner to customers
Ability to build professional relationships with the customer to maintain their satisfaction with Sycle’s product and services
Providing basic information and training for new Sycle users
Provide account maintenance and support, including clinic additions, clinic cancellations, billing updates, ownership transfers and subscription renewals.
Identify problematic workflows that disrupt the proper functionality of the software
Report core functionality suggestions for Sycle through feature requests
Understand common FAQs and how to resolve them
Provide browser support for Google Chrome by clearing cookies and cache, setting file associations, setting security and pop-up exceptions, and disabling and enabling plugins and flags
Understand Sycle reporting functions and how to acquire the information that the customer is seeking
Remain informed on software defects and other system issues to help troubleshoot with customers
Effectively manage cases through Sycle’s CRM system, HubSpot
Escalate issues as needed in a timely manner