Senior Client Support Analyst

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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 primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations. • Independently investigate technical issues using product knowledge, system behavior, historical tickets, documentation, internal tooling, and available data. • Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior. • Drive investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while maintaining ownership of the client experience. • Maintain ownership of tickets from initial intake through final client confirmation and resolution. • Prioritize work based on client impact, workflow-blocking status, executive visibility, and operational risk. • Ensure ticket documentation, classifications, routing, labels, linked work items, and client communications are complete and accurate. • Identify issue trends and recommend improvements to workflows, documentation, tooling, or product functionality. • Lead complex client conversations through email, Zoom, Slack, and phone. • Translate technical concepts for clinical and operational audiences. • Communicate investigation findings across technical and non-technical teams. • Model troubleshooting, prioritization, documentation, and client communication for the Support team. • Coach analysts through investigations and serve as an escalation resource. • Review complex client communications and provide constructive feedback. • Contribute to onboarding, documentation, training materials, and process improvements.

🎯 Requirements

• 7-10 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS • Experience independently leading complex technical investigations involving ambiguity, multiple stakeholders, and sound judgment under incomplete information • Strong experience in at least two of: technical troubleshooting and problem-solving; creating or updating user documentation or training materials; healthcare information systems • Excellent written and verbal communication skills, including leading live, on-camera client conversations and translating complex technical concepts for clinical and revenue-focused audiences • Strong empathy and patience, with a genuine desire to help users succeed • Experience with Jira, Zendesk, or other ticketing systems • Ability to quickly learn and adapt to new technologies and processes • Ability to meet response and resolution expectations amid shifting priorities and evolving requirements • Ability to make deliberate tradeoff decisions and maintain momentum • Proactive issue identification, systemic problem solving, and recommendation of preventive improvements • Nice to have: experience with clinical documentation improvement software or related healthcare applications • Nice to have: knowledge of medical terminology and hospital workflows • Nice to have: Salesforce and/or SQL experience

🏖️ Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan. • Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents. • Remote-First Team – Work from anywhere in the U.S. • Unlimited PTO & 10 Holidays • 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match. • Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters. • Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.