EMR Product Support Associate — Hybrid (Tier 1)

Raintree Systems; Kansas City (MO); Hybrid; USD 52,000 - 66,000; Full time

Job summary

Raintree Systems seeks an Associate Product Support Representative to be the frontline for customers using our EMR platforms. You will handle basic issues, troubleshoot with urgency, and document outcomes with care in a fast-paced SaaS environment.

In this role you’ll develop domain knowledge in Practice Management or Clinical areas, deliver excellent client service, and collaborate with the support team to resolve cases efficiently while maintaining HIPAA compliance and data security standards.

Qualifications

• Bachelor’s degree or relevant experience.
• At least 2 years of software application support experience in a SaaS environment.
• High technical aptitude.
• Proven track record of outstanding client support, troubleshooting and problems solving in a complex, technical environment.
• Medical Practice / Patient Front Office experience preferred.
• Previous SaaS or Healthcare IT company experience preferred.
• Working knowledge of EMR/EHR medical software applications is a plus.
• Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred).
• This position will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful.

Responsibilities

• Provide support, technical solutions, and basic how-to guidance to clients on Raintree’s EMR platforms.
• Focus your efforts on quickly developing your knowledge and skills in core domains (Practice Management or Clinical).
• Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach.
• Demonstrate top-notch communication skills through empathy and active listening.
• Demonstrate exceptional troubleshooting skills to isolate the cause of basic issues and steps to recreate the problem.
• Expedite Problem-solving by leveraging all tools at your disposal (KB, documentation, screen sharing, test systems, etc.).
• Leverage critical thinking skills to aid with prioritization, independent decision making, and problem deconstruction abilities.
• Effectively Manage your cases - Document, Document, Document. Set specific follow-up dates/times w/ the client and meet those commitments.
• Leverage priority and aging to guide follow-ups and when issues should be escalated.
• Identify client needs quickly and successfully implement solutions.
• Close the required minimum number of client cases and follow-up on escalated issues.
• Perform new Raintree software upgrades and related tasks as needed.
• Provide timely updates to management on all high priority, high impact issues.
• Identify common challenges and proactively inform ways to improve our product/processes.
• Contribute to Raintree’s knowledge base content, documentation, and training materials.
• Link knowledge articles used to resolve issues to all relevant cases.
• Ensure compliance with company policies, maintaining data security and confidentiality.
• Client first - own it and figure it out internally. Avoid transferring customers, calls or cases.
• Beyond great service, your job is to be a top notch Raintree troubleshooter/problem solver.

Skills

Troubleshooting

Customer service

Communication

Case management

EMR software knowledge

Curiosity/learn

Education

Bachelor’s degree or relevant experience

Tools

KB access

Documentation tools

Screen sharing

Test systems

Job description

Raintree Systems seeks an Associate Product Support Representative to be the frontline for customers using our EMR platforms. You will handle basic issues, troubleshoot with urgency, and document outcomes with care in a fast-paced SaaS environment.

In this role you’ll develop domain knowledge in Practice Management or Clinical areas, deliver excellent client service, and collaborate with the support team to resolve cases efficiently while maintaining HIPAA compliance and data security standards.