Client Support Specialist

4 days ago

Manila, National Capital Region, Philippines ClinicMind Full time

We are a Health IT and RCM service company with a leading-edge EHR software product and a medical billing BPO. We are looking for an enthusiastic Client Support Specialist. This role involves a broad range of responsibilities, from responding to client inquiries to troubleshooting and beyond. The ideal candidate is a problem-solver, an effective communicator, and dedicated to enhancing user experience.

  • Responsibilities:

  • Client Assistance:

    • Guide ClinicMind clients in maximizing the system's utility.
    • Handle a wide array of inquiries, including but not limited to patient demographics, balance management, clinic reporting, claims, and point of sale.

    • Problem-Solving:

    • Troubleshoot issues encountered by users.

    • Understand the objectives behind users' actions and identify any obstacles they may face.

    • Inquiries and Training:

    • Address basic medical billing questions after completing mandatory on-the-job training.

    • Collaboration:

    • Work closely with our software support and account management teams to resolve client issues effectively.

    • Determine when an issue needs to be escalated to other departments for resolution.

    • Communication:

    • Engage with clients through various channels, including phone, email, live chat, Facebook, and an internal tasking system.

    • Escalation and Risk Management:

    • Identify practices at risk of attrition and escalate to the appropriate resource.

    • Recognize tone, keywords, and signs of frustration to address client concerns proactively.

    • Administrative Duties:

    • Ensure accurate documentation of all client interactions.

    • Follow up on client interactions as per established procedures.

    • Additional Responsibilities:

    • Perform other duties as assigned by management, adhering to the dynamic needs of the department.

Qualifications:

  • Proven experience in customer support or a similar role.
  • Excellent problem-solving and analytical skills.
  • Strong verbal and written communication abilities.
  • Ability to work effectively in a team and independently.
  • Familiarity with medical billing processes is a plus.
  • Proficiency in using various communication platforms including live chat and social media.
  • Commitment to providing high-quality support to enhance client satisfaction.

Position Requirements:

  • Must have stable internet connection minimum of 5 MBPS
  • Must have a mobile data plan as a backup
  • Must be in a quiet environment
  • Must be comfortable working the US business hours
  • Must own a PC with at least 8 GB of memory

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