RCM Product Support Associate – Tier 1 (Hybrid)

Raintree Systems; Madison (WI); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Raintree Systems is seeking an Associate Product Support Representative (RCM) to be the face of support for Medical Billing issues. You’ll troubleshoot, guide clients, and manage cases with a phone-first, empathetic approach while maintaining security and HIPAA compliance.

You’ll collaborate with the Client Support team to provide timely solutions, upgrades, and knowledge-base contributions, helping clients maximize value from Raintree software.

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.
• High technical aptitude.
• Proven track record of outstanding client support and problem solving in a technical environment.
• 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).
• HIPAA compliant environment and dedicated workspace required.

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 to gather information and remove ambiguity.
• Demonstrate exceptional troubleshooting skills to isolate the cause of basic issues and steps to recreate the problem.
• Expedite problem-solving by leveraging KB, documentation, screen sharing, test systems, etc.
• Prioritize, make independent decisions, and deconstruct problems to aid resolutions.
• Manage cases: document, set follow-up dates, and meet commitments.
• Use priority/aging to guide follow-ups and escalations.
• Identify client needs quickly and implement solutions.
• Close minimum required client cases and follow up on escalated issues.
• Perform new Raintree software upgrades and related tasks as needed.
• Provide timely updates to management on high-priority issues.
• Identify challenges and suggest product/process improvements.
• Contribute to knowledge base content, documentation, and training materials.
• Link knowledge articles to relevant cases.
• Ensure compliance with company policies and data security.
• Be client-first and avoid unnecessary transfers.
• Be a top-notch Raintree troubleshooter and problem solver.

Skills

Troubleshooting

Customer service

Communication skills

Prioritization

HIPAA awareness

Education

Bachelor’s degree or relevant experience

Tools

Knowledge base (KB)

Documentation tools

Screen sharing

Test systems

Job description

Raintree Systems is seeking an Associate Product Support Representative (RCM) to be the face of support for Medical Billing issues. You’ll troubleshoot, guide clients, and manage cases with a phone-first, empathetic approach while maintaining security and HIPAA compliance.

You’ll collaborate with the Client Support team to provide timely solutions, upgrades, and knowledge-base contributions, helping clients maximize value from Raintree software.