RCM SaaS Support Specialist (Hybrid/Remote)

Raintree Systems; Minneapolis (MN); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Raintree Systems is seeking an Associate Product Support Representative (Tier 1) for Medical Billing/RCM to deliver trusted, timely support to clients operating Raintree software. You will handle case management, troubleshoot issues, and communicate clearly to ensure high-quality service while maintaining data security.

The role requires 2+ years in SaaS application support within a healthcare IT context, familiarity with EMR/EHR applications, and a Pacific Time Zone schedule.

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.
• 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 – maintain a phone-first approach.
• Demonstrate strong communication via empathy and active listening to gather information and validate issues.
• Troubleshoot to identify root causes and steps to reproduce issues.
• Use KBs, documentation, screen sharing, and test systems to resolve client problems quickly.
• Prioritize and manage cases, set follow-up dates, and escalate when needed.
• Identify client needs and implement effective solutions.
• Close minimum required cases and follow up on escalated issues.
• Perform software upgrades and related tasks as needed.
• Provide timely updates to management on high priority issues.
• Contribute to knowledge base content and training materials.

Skills

SaaS support

EMR/EHR knowledge

Technical troubleshooting

Education

Bachelor’s degree or relevant experience

Job description

Raintree Systems is seeking an Associate Product Support Representative (Tier 1) for Medical Billing/RCM to deliver trusted, timely support to clients operating Raintree software. You will handle case management, troubleshoot issues, and communicate clearly to ensure high-quality service while maintaining data security.

The role requires 2+ years in SaaS application support within a healthcare IT context, familiarity with EMR/EHR applications, and a Pacific Time Zone schedule.