Hybrid RCM Support Specialist (Tier 1)

Raintree Systems; Phoenix (AZ); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Raintree Systems is seeking an Associate Product Support Representative (Tier 1) to assist clients with Medical Billing/RCM issues from a Phoenix-based home office in a hybrid setup (3-4 days in office). You’ll handle case management, troubleshooting, and timely communication to build trust and resolve questions quickly.

Strong candidates will have 2+ years in SaaS support, experience with EMR/EHR software, and a HIPAA-conscious, patient, problem-solving mindset.

Qualifications

• Bachelor’s degree or relevant experience.
• At least 2 years of software application support experience in a SaaS environment.
• Medical Practice / Medical Billing/ Revenue Cycle Management experience required.
• High technical aptitude.
• Proven track record of outstanding client support, troubleshooting and problems solving in a complex, technical environment.
• 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 with a focus on Medical Billing/RCM inquiries.
• Provide exceptional customer service – always remain positive and respectful, taking a phone-first approach.
• Demonstrate top-notch communication skills through empathy and active listening. Use these skills to help gather relevant information and validate to remove ambiguity.
• 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. Do what is right, and don’t let your cases get stale.
• 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

Skills

Technical aptitude

Client support

Troubleshooting

Communication

Documentation

Education

Bachelor’s degree or relevant experience

Tools

EMR/EHR software

Job description

Raintree Systems is seeking an Associate Product Support Representative (Tier 1) to assist clients with Medical Billing/RCM issues from a Phoenix-based home office in a hybrid setup (3-4 days in office). You’ll handle case management, troubleshooting, and timely communication to build trust and resolve questions quickly.

Strong candidates will have 2+ years in SaaS support, experience with EMR/EHR software, and a HIPAA-conscious, patient, problem-solving mindset.