EHR Support Analyst - Tier 1

Office Practicum • Fort Washington, PA

2d

About The Position

The support analyst team is Office Practicum's most customer focused team. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Team members need to have a passion for client service and enjoy troubleshooting. This is a frontline client-focused position with the overall goal of restoring the relationship between OP and our clients. Team members will be responding to incoming questions, requests, and concerns from Office Practicum clients.

Requirements

• Critical thinking
• Ability to conceptualize abstract concepts as they pertain to software
• Root cause analysis and troubleshooting
• Ability to learn new things
• Service oriented / customer focus
• Friendly / empathetic
• Excellent oral and written communication
• Attention to detail
• Change tolerant
• Professional
• Flexible
• Effectively work independently or in a team
• Time management
• Metric conscious
• Active listening
• Data entry
• Technologically proficient, using various software applications, e.g., Google Suite, Outlook, Salesforce CRM
• Passion and enthusiasm that are easily recognizable
• You’re curious and have a natural ability to “zoom out” of a problem, in order to ask the right questions
• Customer service experience, requiring a technology component to perform duties. This could be in a variety of settings and industries, including financial, insurance, medical, hospitality, etc.

Nice To Haves

• Experience using an EHR (preferred)
• RCM / Medical Billing experience (preferred)

Responsibilities

• Respond to incoming client inquiries via telephone, chat, and email
• Research and resolve client issues and requests
• Explain complex issues in appealingly simple terms
• Manage case backlog and meet commitments to clients
• Escalate tickets properly
• Represent client needs and concerns when interacting with various OP departments
• Stays current on all software releases, enhancements, and reported issues
• Utilize critical thinking, root cause analysis, and problem solving skills to address client issues in the most efficient way possible

Benefits

• Medical, Prescription, Vision, and Dental Insurance
• Life Insurance
• 401(k) with company match
• Paid Time Off, Holidays, and Volunteer Hours
• Company Wellness Program
• Employee Assistance Program
• Short and Long Term Disability Insurance
• Pet Insurance
• Tuition Assistance Program
• Employee Recognition Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 51-100 employees