Client Support Analyst I

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SmarterDx

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

⚖️ Legal

💰 $6M Seed Round on 2022-04

Healthcare • Consulting • Legal

SmarterDx is a company that specializes in clinical AI, offering solutions to improve hospitals' revenue integrity and quality metrics. By analyzing 100% of patient charts, SmarterDx's proprietary AI algorithms identify differential diagnoses that may otherwise be missed, providing a significant boost to revenue opportunities for hospitals. Their services enhance clinical documentation integrity (CDI) by flagging clinical evidence with missing diagnoses or diagnoses lacking associated evidence, thereby ensuring compliance and streamlined workflows. SmarterDx prides itself on delivering immediate results and high customer satisfaction, thanks to its AI-driven insights which save time for CDI teams performing repetitive tasks.

📋 Description

• Serve as the initial point of contact for end user inquiries via email and chat • Build and maintain strong relationships with end users • Troubleshoot and resolve technical issues related to the application • Distinguish between user errors and system-level problems • Escalate complex technical issues with clear and detailed problem information • Stay current with product updates and features • Own client issues from intake through resolution • Investigate problems using documentation, historical tickets, product knowledge, and troubleshooting tools • Determine appropriate next steps based on available information • Communicate concise updates to clients and internal stakeholders throughout ticket lifecycles • Document investigation findings, attempted resolutions, and remaining blockers before escalation • Balance competing priorities across multiple active client issues

🎯 Requirements

• 3–5 years of experience in technical support or client service roles, preferably in healthcare technology or SaaS • Strong experience in at least two of: technical troubleshooting and problem-solving; clinical documentation improvement (CDI) processes; healthcare information systems/electronic medical records (EMRs) • Ability to explain technical concepts to non-technical users • Strong empathy and patience • Experience with Jira, Zendesk, or other ticketing systems • Experience with Slack • Ability to learn and adapt to new technologies and processes • Excellent time management and prioritization in a remote environment • Proactive issue identification and resolution • Ability to independently troubleshoot ambiguous technical problems • Strong critical thinking and decision-making with incomplete information • Excellent written communication for technical and non-technical audiences • Ability to prioritize competing work while owning multiple client issues • Attention to detail in documentation, client communications, and process execution • Ability to work within defined processes while exercising judgment outside documented guidance • Ability to receive and incorporate feedback quickly • Nice to have: experience with EMRs or related healthcare applications • Nice to have: knowledge of medical terminology and hospital workflows • Nice to have: Salesforce and/or SQL experience

🏖️ Benefits

• Base salary range of $60,000–$70,000 • Standard employee benefits • Accrued PTO program, with up to 15 days of PTO accrued per year • Medical, Dental & Vision insurance, with plans covering 75% of premiums depending on the plan • Paid parental leave of up to 12 weeks for birth or adoption • Remote-first work from anywhere in the U.S. • Unlimited PTO and 11 holidays • 401(k) with Traditional & Roth Options through Fidelity • 4% 401(k) match • Minimal bureaucracy • Supportive, mission-driven teammates