Product Support Representative - Tier 1

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Raintree Systems

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The Most Powerful, Flexible EMR For Therapy and Rehab

Medical Record and Billing • Pediatric Therapy • Physical Therapy • Billing Services • Revenue Cycle

201 - 500

Description

• Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms • Focus your efforts on quickly developing your knowledge and skills in 1 of 3 core domains (Practice Management, Clinical or Billing/Financial) • Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach. • Demonstrate top-notch communication skills through empathy and active listening. • Use these skills to help gather relevant information and validate to remove ambiguity. • Demonstrate exceptional troubleshooting skills to isolate the cause of basic issues and steps to recreate the problem. • Expedite Problem-solving by leveraging all tools at your disposal (KB, documentation, screen sharing, test systems, etc.) • Leverage critical thinking skills to aid with prioritization, independent decision making, and problem deconstruction abilities. • Effectively Manage your cases - Document, Document, Document. • Set specific follow-up dates/times w/ the client and meet those commitments. • Do what is right, and don’t let your cases get stale. • Leverage priority and aging to guide follow-ups and when issues should be escalated. • Identify client needs quickly and successfully implement solutions • Close the required minimum number of client cases and follow-up on escalated issues • Perform new Raintree software upgrades and related tasks as needed • Provide timely updates to management on all high priority, high impact issues • Identify common challenges and proactively inform ways to improve our product/processes • Contribute to Raintree’s knowledge base content, documentation, and training materials • Link knowledge articles used to resolve issues to all relevant cases • Ensure compliance with company policies, maintaining data security and confidentiality. • Client first - own it and figure it out internally. • Avoid transferring customers, calls or cases. • Beyond great service, your job is to be a top notch Raintree troubleshooter/problem solver.

Requirements

• Bachelor’s degree or relevant experience • At least 2 years of software application support experience in a SaaS environment • High technical aptitude • Proven track record of outstanding client support, troubleshooting and problems solving in a complex, technical environment • Medical/Revenue Cycle Management experience preferred • Previous SaaS or Healthcare IT company experience preferred • Working knowledge of EMR/EHR medical software applications is a plus • Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred) • This position will require a HIPAA compliant environment.

Benefits

• Remote Work/Work From Home • Paid Time Off/11 Paid Holidays/Year-End Holiday Break • Health, Dental, Vision, HSA/FSA • 401K with Company Match • Disability & Life Insurance • Employee Assistance Program • Paid Parental Leave