Billing Tech Support Specialist

About the role

In this role, you will be responsible for delivering specialized support to customers using Prompt's billing software, primarily through email communication. As a key member of the Customer Experience Team, your contributions will ensure that clients receive Prompt and accurate assistance, enhancing their overall experience with our products.

Key facts

What you'll do

• Respond to customer inquiries related to revenue cycle management and billing software via email, utilizing a help desk system to ensure effective and timely solutions.
• Handle incoming support requests, escalate complex issues to relevant departments with detailed information, and assist in drafting and reviewing engineering tickets.
• Acquire an in-depth understanding of Prompt's product offerings to provide comprehensive support tailored to customer needs within our single-channel support framework.
• Enhance customer satisfaction and loyalty by recognizing individual client requirements and striving to exceed their expectations consistently.
• Identify opportunities for product and service improvements based on customer feedback and experiences, contributing to the overall enhancement of our offerings.
• Collaborate with team members to share insights and best practices for addressing common customer challenges effectively.
• Maintain accurate records of customer interactions and support requests to ensure a experience for clients.
• Participate in training sessions to stay updated on new features and functionalities of the billing software, ensuring you can provide the best support possible.
• Assist in the development of support documentation and FAQs to empower customers with self-service options.
• Monitor trends in customer inquiries to identify recurring issues and suggest proactive solutions to improve the customer experience.
• Work closely with the engineering team to relay customer feedback and assist in the testing of new software releases.
• Engage in continuous learning opportunities to enhance your skills and knowledge related to billing software and customer support practices.

Requirements

• At least 3 years of experience in customer-facing roles, particularly in technical support environments.
• Mandatory experience in medical billing, with a strong preference for candidates who have worked in Physical Therapy billing.
• Previous experience in clinical development or medical billing operations, covering areas such as data management, system administration, or claims processing.
• Strong analytical skills with the ability to troubleshoot software issues effectively and efficiently.
• Self-motivated and proactive, demonstrating the ability to learn quickly and work independently.
• Ability to juggle multiple tasks while maintaining accurate records, preparing reports, and following detailed instructions.
• Proficiency in Microsoft Excel for data analysis and reporting.
• Exceptional written and verbal communication skills to ensure clear and effective interactions with customers.
• Openness to learning new software tools and adapting to evolving technologies.

Nice to have

• Experience in a startup environment or within a B2B SaaS company, which can provide valuable insights into the dynamics of a fast-paced workplace.
• Familiarity with customer support platforms such as Zendesk, which can streamline support processes and enhance customer interactions.
• Knowledge of additional billing software or tools that can complement your expertise in medical billing.

Skills & tools

• Proficient in Microsoft Excel for data management and reporting.
• Experience with help desk software, particularly Zendesk, to manage customer inquiries efficiently.

Practical notes

• Prompt Therapy Solutions, Inc. is committed to being an equal opportunity employer, ensuring a diverse and inclusive workplace.
• There is a specific policy regarding hiring individuals who are currently employed by Prompt Customers; explicit consent from their current employer is required before proceeding with the hiring process.

If you are about customer support and have a strong background in medical billing, we encourage you to apply for the Billing Tech Support Specialist position at Prompt. Join our team and help us deliver exceptional service to our clients while growing your career in a supportive and dynamic environment.

About the company

Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest-growing company in the space and the new standard in healthcare technology, we strive to attract top talent who share our vision and values.