Senior Product Support Specialist – Enterprise Clinicals

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🇺🇸 Vereinigte Staaten – Remote

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Raintree Systems

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201 - 500 Mitarbeiter

Als führendes EMR für Therapie und Rehabilitation bietet unsere All-in-One-Lösung automatisierte Patientenbindung, leistungsstarkes Revenue Cycle Management und Abrechnung sowie flexible Business Intelligence. Vereinbaren Sie noch heute ein kostenloses Beratungsgespräch! -> https://www.raintreeinc.com/schedule-a-demo

Beschreibung

• Act as the key source of knowledge for our enterprise base regarding complex technical issues across Practice Management, Clinical, and Billing/Financial domains, with an emphasis on the EMR and clinicals. • Utilize expert-level critical thinking to deconstruct complex software behaviors, isolate root causes, and recreate bugs in test environments. • Participate in the response for high-impact service disruptions affecting the Enterprise base, ensuring rapid resolution and clear stakeholder communication. • Provide a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactions. • Dedicate 10% of your time to developing those around you, elevating the department's collective knowledge. • Participate in the creation, curation, and maintenance of a robust Knowledge Base to drive self-service and improve First Contact Resolution (FCR). • Help identify systemic challenges in products or processes and proactively propose data-driven strategies for improvement. • Maintain impeccable case records, ensuring HIPAA compliance, data security, and clear follow-up commitments. • Look beyond the immediate ticket to identify and resolve underlying issues before they impact the broader client base.

🎯 Anforderungen

• Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience. • 3–5 years of SaaS application support experience; minimum 2 years specifically supporting Raintree software with a focus on EMR/Clinical Domain. • Deep understanding of Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflows. • High proficiency in troubleshooting complex SaaS architectures and navigating database/integration issues. • Exceptional interpersonal and "diplomatic" communication skills; the ability to remain calm and authoritative during critical system outages.

🏖️ Vorteile

• Equal employment opportunities • Prohibition of discrimination and harassment of any type