RCM Product Support Associate – Tier 1 (Hybrid)

Raintree Systems; Chicago (IL); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Raintree Systems is seeking an Associate Product Support Representative (RCM) to assist clients with Medical Billing/RCM issues. The role emphasizes troubleshooting, case management, and delivering fast, accurate guidance on Raintree EMR platforms.

The ideal candidate has at least 2 years of SaaS support experience in a healthcare IT context, strong communication skills, and the ability to work on Pacific Time hours. A HIPAA compliant environment and secure data handling are required.

Qualifications

• Bachelor’s degree or relevant experience.
• At least 2 years of software application support experience in a SaaS environment.
• Medical Billing/Revenue Cycle Management experience required.
• Working knowledge of HIPAA compliance and secure data handling.
• Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred).

Responsibilities

• Provide support and basic guidance to clients on Raintree EMR platforms focusing on Medical Billing/RCM inquiries.
• Deliver exceptional customer service with a phone-first approach.
• Demonstrate strong communication and active listening to gather information and resolve issues.
• Troubleshoot and isolate causes of basic issues; reproduce problems when needed.
• Leverage KB, documentation, and test systems to expedite problem resolution.
• Document cases thoroughly and set follow-up dates with clients; maintain case freshness.
• Escalate issues using priority and aging based on impact.
• Assist with software upgrades and related tasks as needed.
• Contribute to knowledge base content and training materials.

Skills

Troubleshooting

Customer service

Communication

Problem solving

Time management

Education

Bachelor’s degree or relevant experience

Tools

EMR/EHR software

Job description

Raintree Systems is seeking an Associate Product Support Representative (RCM) to assist clients with Medical Billing/RCM issues. The role emphasizes troubleshooting, case management, and delivering fast, accurate guidance on Raintree EMR platforms.

The ideal candidate has at least 2 years of SaaS support experience in a healthcare IT context, strong communication skills, and the ability to work on Pacific Time hours. A HIPAA compliant environment and secure data handling are required.