It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Guides product users through our practice management software features, functionalities and resolves client inquiries by recommending solutions. Helps coordinate and implement product usage. Assists clients with software issues by providing professional and clear answers. Answers calls, provides troubleshooting information, reports and analyzes customers’ information and needs, and is a direct link between the company and its existing and potential clients.
Primary Responsibilities:
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Answers and resolves support inquiries in a professional and timely manner via telephone, support tickets, and chat.- Identifies client issues, helps solve them, and escalates necessary concerns to others for review.
- Recognizes opportunities to increase customer value and resolve potential client retention issues by acting as a client advocate.
- Updates internal company databases with information about technical issues and useful client conversations.
- Provides internal support and activity/process documentation.
- Collaborates with support team members and other organizational departments to ensure client satisfaction.
- Maintains awareness of the ever-changing healthcare landscape and the need to stay current with new industry requirements.
- Develops and adapts support strategies and techniques to accommodate changing environments and client needs.
- Stays up to date with product developments, feature launches, policy changes, and medical billing industry changes.
- Contributes to the support team by presenting customer issues, program functionality, and troubleshooting ideas during team meetings.
- Contributes to the instant messaging platform (Slack) throughout the entire organization to add and disseminate relevant company information.
- Performs other duties as assigned.
Primary Qualifications:
- High School Diploma or a certificate of successful completion of the General Educational Development (GED) test.
- A minimum of one (1) to three (3) years of customer service experience.
- Preferred: Some college courses in healthcare, or a directly related field from an accredited college or university.
- Preferred: One (1) to three (3) years of medical billing experience.
Success factors/job competencies:
- Action Oriented – Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of action with a minimum of planning; seizes more opportunity than others.
- Deals with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty.
- Collaboration - Actively and consistency seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Service a collaboration catalyst that motivates others to want to collaborate as well.
- Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Emotional Intelligence - Has the ability to perceive emotions of non-verbal signals of others, reason with emotions to promote thinking and cognitive activity, understand emotions by interpreting the cause of others emotions and what it may mean, and manage emotions by having the ability to regulate emotions of self and react and respond appropriately to the emotions of others.
- Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp; capable, and agile.
- Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
- Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
- Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and other for results.
Physical demands and work environment:
Continually requires sitting and manual dexterity, regular fine-finger and hand/wrist motions for operating a keyboard, writing, and filing.
Occasionally lifts, moves, or carries equipment and supplies that weigh up to ten (10) pounds.
Works in an office environment and uses a computer, telephone, and other office equipment as needed to perform job duties.
Seeing/vision, talking/speaking and listening/hearing are continually required.
May occasionally be exposed to individuals who are hostile or irate.
EEOC & ADA Statement:
Fullsteam and its family of companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Fullsteam and its family of companies complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Fullsteam Human Resources.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Final candidate must be able to pass a background check.
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