Solution Support Specialist

MediStreams LLC • Roswell, GA

1d • Remote

About The Position

The Solution Support Specialist is the primary point of contact for Tier II client support at MediStreams, a healthcare revenue cycle management company specializing in automating payment posting and reconciliation. The specialist acts as a liaison between clients and internal teams to ensure timely, effective resolution of service requests. The role calls for strong analytical skills, the ability to manage multiple priorities, and an understanding of revenue cycle management processes and healthcare payment applications.

The position supports client adoption of MediStreams’ solutions by providing troubleshooting guidance, coordinating requests for configurations, products, and services, and collaborating with internal teams on technical challenges and potential product enhancements. The specialist also helps transition clients to go-live and ongoing support, maintains thorough support documentation, and follows HIPAA and PHI security practices.

Requirements

• Bachelor’s degree in healthcare administration, business management, or a related field.
• At least 2 years of experience in revenue cycle management, healthcare payment applications, or cash management.
• Client-facing experience with strong interpersonal and communication skills.
• Excellent analytical, problem-solving, and critical-thinking abilities.
• Knowledge of healthcare regulations, compliance standards, and payment methodologies.
• Proficiency with web-based applications and office productivity tools.
• Ability to manage multiple client relationships and prioritize tasks effectively.

Responsibilities

• Log and acknowledge incoming client assistance requests, responding promptly and documenting them thoroughly.
• Triage support requests, identifying issues that can be resolved directly or should be escalated to the appropriate team.
• Coordinate client requests for new configurations, products, or services with relevant departments.
• Develop expertise in the MediStreams platform and guide clients through troubleshooting by phone, email, or web meetings.
• Support Tier II clients by creating onboarding documents, referring requests for additional products to Implementation, and collaborating with Development on potential product enhancements.
• Lead meetings to transition Tier II clients to go-live and ensure a smooth handoff to the ongoing support team.
• Provide clear, concise instructions about resolution processes and available self-help resources.
• Collaborate with Product Development, Engineering, and other teams to address technical challenges and improve client outcomes.
• Monitor the support ticketing system and track, resolve, and close tickets promptly.
• Maintain compliance with HIPAA and PHI security practices, using secure messaging when appropriate.
• Assess and refine support processes to improve client satisfaction and operational efficiency.

Benefits

• Competitive salary and benefits package.
• Health insurance.
• Dental insurance.
• Vision insurance.
• 401(k) match.
• Paid time off.
• Collaborative work environment that values innovation and client satisfaction.
• Opportunities to influence product development and contribute to operational excellence.
• Exposure to solutions transforming the healthcare revenue cycle industry.

What This Job Offers

• Job Type: Full-time