Website Kipu Health
Qualifications
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2+ years of relevant work experience in customer-facing roles supporting SaaS products
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Experience with Zendesk, ServiceNow, or similar ticketing systems
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Experience with Avea, CollaborateMD, Therabill, Kareo, or similar medical billing software
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Have medical billing and Revenue Cycle Management (RCM) knowledge and experience
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You have a passion for helping people troubleshoot and solve problems
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Have medical industry knowledge and understand medical terminology
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It’s a big plus if you have experience in the area of substance abuse treatment
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Proactively think of and propose new ideas to help improve general administrative, implementation, and customer service policies, procedures, and protocols
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Work well independently and enjoy working on a team
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High school diploma or general education degree (GED); with 1-year related experience fast-paced work environment; or an equivalent combination of education and experience
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Upon employment, Kipu Health may require, at the company’s expense, HIPAA or HITECH certifications to ensure adherence to regulations and proper processes for the protection of patient health information
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Responsibilities
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The Client Support Specialist is responsible for the training and troubleshooting of KipuEMR and Enterprise Billing Interface
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This is a technical business process-oriented role assisting clients with specialized solutions
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Responsibilities also include post-implementation support, service request investigation and resolution (supporting and training internal and external stakeholders), developing knowledge transfer materials for associates and customers, providing input for defining user needs, and solution-specific testing
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The Client Support Specialist responds to all customer support questions, concerns, and feedback across all channels (phone, chat, ticketing, email) within service-level agreement, maintaining the highest possible first-contact resolution and customer satisfaction rates
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Maintain knowledge base of current system capabilities, integrations, and troubleshooting techniques by initiating research through available resources
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Establish and cultivate relationships with staff members in client billing departments to become their trusted source for help with our Integrated Billing product
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Provide remote training on KipuEMR and Enterprise Billing Interface
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Be the voice-of-the-customer across Kipu, leveraging your insight and knowledge of the customer experience to bring positive change
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This entails respectfully and directly voicing your and customers’ ideas in team meetings, brainstorms, cross-departmental planning, and utilizing internal feedback loops to make customer experience improvements known to the organization
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Meet performance goals established for the position by optimizing customer satisfaction, phone, and ticket metrics
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Perform software optimization reviews and hold meetings with clients to help them get the most value out of our products
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Keep management informed of workload status, client feedback, issues, requests, etc
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Demonstrate time management and the ability to complete tasks on deadlines
Benefits
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Unlimited paid time off
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11 Paid Holidays
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Health, Dental, Vision, Disability, and Life Insurance
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Parental Leave
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Pet Insurance
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401(K)
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Employee Career Path Program
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