Customer Support Specialist

PracticeTek • Green Bay, WI

1d • $20 - $22 • Hybrid

About The Position

The Customer Support Specialist I role exists to assist new clients with the implementation of our integrated clearinghouse services. This role creates revenue opportunities for the company by providing the clients with integrated options that allow a more seamless billing process and could save them time and positively impact their revenue stream. The overall objective of this role is to assist and guide the client with tasks required for implementation, notify them of next steps, and address any questions or concerns that may arise during the process. This position follows a hybrid schedule, with 3 days per week required in the Green Bay, WI office.

Requirements

• Minimum of two (2) years of clearinghouse enrollment or medical billing experience; experience with Change Healthcare, Waystar, or TriZetto preferred.
• Minimum of two (2) years of experience with Salesforce, demonstrating proficiency in maintaining clean and accurate data through its various functionalities.
• Prior experience managing a client assignment load of 40+ clinics or equivalent volume.
• Consistently upholds high ethical standards and takes ownership of outcomes.
• Exceptional written and verbal communication skills with the ability to convey information clearly and professionally
• Ability to manage multiple tasks simultaneously while maintaining strong attention to detail.
• Previous customer service experience is highly desirable.
• Comfortable handling a high volume of incoming calls with professionalism and composure.
• Strong time-management and organizational abilities with a proven ability to stay focused in a fast-paced environment.
• Demonstrates a proactive, self-motivated approach with a strong desire for continuous learning and professional growth.

Responsibilities

• Provide an exceptional customer experience through timely communication, clear feedback, and expert clearinghouse enrollment support.
• Serve as the primary point of contact for customers during the Clearinghouse Implementation process.
• Responsible for clearing house implementation including setup of customer’s account
• Support clinics in enabling electronic billing by facilitating accurate clearinghouse setup and payer-specific enrollments.
• Guide customers through the enrollment process, monitoring progress, ensuring timely approval, and assisting with troubleshooting any enrollment-related issues.
• Drive timely activation of clearinghouse services, aiming for production readiness within thirty days of sale, dependent on complexity.
• Respond to and resolve basic product and account inquiries, collaborating with the Clearinghouse Vendor and Customer Success teams to ensure prompt resolution.
• Protect patient and provider data by adhering to all HIPAA privacy and security requirements.
• Maintain a high level of professionalism when handling written and verbal client inquiries consistently representing the organization with courtesy and accuracy.
• Document, track, and monitor all customer interactions accurately in Salesforce to maintain data integrity.
• Troubleshoot routine technical and process issues, including login problems, setup questions, and basic configuration needs.
• Escalate unresolved, urgent, or complex issues to Customer Success teams or Leadership in a timely and appropriate manner.
• Provide professional and timely support via phone and email, ensuring a high level of responsiveness.
• Escalate client concerns promptly when they pose risks to onboarding timelines, enrollment completion, or customer satisfaction.
• Ensure department deadlines and service expectations are met through effective time management and prioritization.

Benefits

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall well-being
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match to help you build your future
• Culture Committee driving initiatives that spark connection, fun, and belonging

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees