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
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