Senior Customer Support Specialist - Hospice EMR

curantissolutions • Addison, TX

9d

About The Position

As a Senior Customer Support Specialist at Curantis, you help hospice and palliative care teams and agency staff get the most from the Curantis Hospice Software Solution and Curantis Palliative Care Software Solution, enabling them to focus on patients and families. This is an individual contributor position with no direct reports. The role follows standard business hours of 8:00 AM to 5:00 PM ET, with rotating on-call coverage until 8:00 PM ET and flexibility for customer needs. Occasional travel may be required for customer meetings or conferences.

Success is measured by customer satisfaction and responsiveness, timely issue resolution, resolution of billing-related issues at first escalation, customer retention and adoption, and the quality of collaboration with Product, Customer Success and Billing.

Requirements

• Experience in hospice, palliative care, home health or a related setting.
• Working knowledge of hospice billing and revenue cycle, including Medicare and Medicaid billing requirements, claims, remittance and common denial causes.
• Hands-on experience with EMR/EHR systems.
• Prior experience supporting healthcare software customers.
• Working knowledge of hospice operations and regulatory documentation requirements.
• Excellent written and verbal communication, including the ability to explain technical concepts simply.
• Strong organization and the ability to manage multiple priorities in a fast-paced setting.
• Comfort with ticketing systems, CRM and collaboration tools, and curiosity about AI-enabled workplace tools.
• Bachelor's degree preferred; equivalent experience considered.

Nice To Haves

• RN, LVN, LPN or similar credentialing.
• Experience supporting SaaS customers.
• Bachelor's degree.

Responsibilities

• Serve as the escalation point for complex customer questions about clinical documentation, workflows, compliance, billing and software functionality.
• Help customers connect clinical documentation to clean claims, and troubleshoot issues affecting billing, claim submission and remittance.
• Troubleshoot application issues and work with Technical Support, Product Management and Development to resolve them.
• Respond to customers within service level agreements with professionalism and empathy.
• Guide customers on interdisciplinary workflows, care planning and revenue cycle processes in the software.
• Partner with Customer Success and Implementation on customer satisfaction, adoption and retention.
• Bring customer feedback to Product Management and help validate new features from clinical and financial workflow perspectives.
• Participate in a rotating on-call schedule until 8:00 PM ET, handling calls for feature failures and system failures.
• Collaborate with Product, Customer Success and Billing.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed