Solution Support Specialist

MediStreams LLC • Roswell, GA

7d • Hybrid

About The Position

MediStreams is a healthcare revenue cycle management company that specializes in automating payment posting and reconciliation. Our proprietary technology and integration capabilities help healthcare providers streamline their financial operations, ensuring accuracy, efficiency, and compliance. The Solution Support Specialist serves as the primary point of contact for Tier II client support, acting as a liaison between clients and internal teams to ensure timely and effective resolution of service requests. This role requires strong analytical skills, the ability to manage multiple priorities, and a comprehensive understanding of revenue cycle management processes and healthcare payment applications.

Requirements

• Bachelor’s degree in Healthcare Administration, Business Management, or a related field
• 2+ years of experience in revenue cycle management, healthcare payment applications, cash management, or a related healthcare function
• Strong communication and interpersonal skills, with the ability to build rapport and establish trust with clients and team members
• Proven ability to analyze complex issues and develop effective, solution-oriented approaches
• Demonstrated critical thinking skills, with the ability to evaluate information, identify patterns, and make sound decisions
• Knowledge of healthcare regulations, compliance standards, and payment methodologies
• Proficiency in web-based applications and standard business tools (e.g., Outlook, Excel, CRM systems)
• Ability to manage multiple priorities, maintain organization, and perform effectively in a fast-paced environment

Nice To Haves

• Experience working in client-facing environments (preferred)

Responsibilities

• Log and acknowledge all incoming client support requests by ensuring timely responses, accurate documentation, and consistent communication through the support ticketing system.
• Manage client requests for configurations, products, or services by connecting clients with the appropriate MediStreams resources and ensuring seamless follow-through.
• Collaborate with cross-functional teams to improve client outcomes by leveraging client feedback to address technical challenges and enhance product functionality.
• Demonstrate strong knowledge of revenue cycle management and healthcare payments by applying industry expertise to support client needs and provide informed recommendations.
• Lead Tier II client go-live transition meetings by introducing clients to long-term support teams and providing clear direction on issue resolution processes.
• Translate client needs into actionable internal requirements by using active listening to align new requests with existing features or service expansions.
• Maintain compliance with healthcare regulations and internal security standards by completing required training and staying current on evolving regulatory and payment landscapes.
• Continuously improve support processes and operational efficiency by identifying gaps, refining workflows, and contributing to MediStreams’ operational excellence initiatives.
• Support additional client and operational initiatives as needed by assisting with escalations, special projects, or evolving business needs related to client experience and support delivery.
• Ensure proper handling of PHI and sensitive data by following HIPAA guidelines and using secure communication methods when required.
• Document detailed requirements for internal teams by writing clear instructions for Product Development and other teams to support data modifications or customizations.
• Provide clear and concise client instructions by explaining how solutions were resolved and outlining available options for future self-service.
• Ensure timely resolution and tracking of all support tickets by maintaining ownership of issues through to completion and ensuring client satisfaction.
• Develop deep expertise in the MediStreams platform by guiding clients through troubleshooting and workflows via phone, email, and web-based meetings.
• Support Tier II clients with enhancements and solution optimization by evaluating “voice-of-customer” feedback, creating onboarding documentation, and collaborating with Implementation or Development teams to drive outcomes.
• Triage incoming support requests by identifying key patterns, diagnosing issues, and resolving them directly or escalating to the appropriate internal teams.

Benefits

• Competitive salary & benefits package (health, dental, vision, 401(k) match, PTO, etc.)
• A collaborative work environment that values problem-solving, accountability, and client success
• Opportunities to influence product development through direct client feedback and insights.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees