Client Support Specialist - Work From Home

We are a Health IT and RCM service company with a leading-edge EHR software product and a medical billing BPO. We are looking for an enthusiastic Client Support Specialist. This role involves a broad range of responsibilities, from responding to client inquiries to troubleshooting and beyond. The ideal candidate is a problem-solver, an effective communicator, and dedicated to enhancing user experience.

• Responsibilities:
• Client Assistance:
• Guide ClinicMind clients in maximizing the system's utility.
• Handle a wide array of inquiries, including but not limited to patient demographics, balance management, clinic reporting, claims, and point of sale.
• Problem-Solving:
• Troubleshoot issues encountered by users.
• Understand the objectives behind users’ actions and identify any obstacles they may face.
• Inquiries and Training:
• Address basic medical billing questions after completing mandatory on-the-job training.
• Collaboration:
• Work closely with our software support and account management teams to resolve client issues effectively.
• Determine when an issue needs to be escalated to other departments for resolution.
• Communication:
• Engage with clients through various channels, including phone, email, live chat, Facebook, and an internal tasking system.
• Escalation and Risk Management:
• Identify practices at risk of attrition and escalate to the appropriate resource.
• Recognize tone, keywords, and signs of frustration to address client concerns proactively.
• Administrative Duties:
• Ensure accurate documentation of all client interactions.
• Follow up on client interactions as per established procedures.
• Additional Responsibilities:
• Perform other duties as assigned by management, adhering to the dynamic needs of the department.
  

Qualifications

• Proven experience in customer support or a similar role.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication abilities.
• Ability to work effectively in a team and independently.
• Familiarity with medical billing processes is a plus.
• Proficiency in using various communication platforms including live chat and social media.
• Commitment to providing high-quality support to enhance client satisfaction.
  
  

Position Requirements

• Must have stable internet connection minimum of 5 MBPS
• Must have a mobile data plan as a backup
• Must be in a quiet environment
• Must be comfortable working the US business hours
• Must own a PC with at least 8 GB of memory