Billing Tech Support Specialist

Key Responsibilities

• Respond to customer questions and requests regarding RCM and billing software via email using our help desk platform.
• Triage tickets, perform escalations to appropriate teams, and provide all necessary details.
• Support engineering ticket creation, review, and prioritization.
• Develop and maintain a deep understanding of our product offerings to respond to inquiries.
• Promote customer satisfaction and loyalty by understanding each customer’s unique needs, delivering value, and exceeding expectations.
• Improve and advocate for customer experience by identifying opportunities to enhance our product and service features.

Minimum Requirements

• 3+ years of relevant experience in customer-facing functions such as tech support or similar.
• Medical billing background required (Physical Therapy billing strongly preferred).
• Experience in any function of clinical development or medical billing operations (clinical operations, data management, biostatistics, system management, information management, medical monitoring, RCM follow up, claim review and submission, etc.).
• Highly analytical mindset with superior ability to troubleshoot/test use cases and issues in software.
• Proactive, self-motivated and self-directed, with the ability to learn quickly and autonomously.
• Ability to multitask, keep records, prepare reports, and follow specific instructions.
• Proficient in MS Excel.
• Exceptional written and verbal communication skills.
• Eagerness to learn and adopt software.

Preferred Qualifications

• Prior startup and/or B2B SaaS technology organization experience.
• Experience with Zendesk or similar customer support software.
• Preferred Excel experience.