Solution Support Specialist

MediStreams LLC; Roswell (GA); Remoto; USD 65.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Dental insurance

Vision insurance

401(k) match

PTO

Descrizione del lavoro

MediStreams LLC is seeking a Solution Support Specialist to serve as the primary Tier II client support contact, coordinating with clients and internal teams to resolve service requests efficiently. This remote role requires strong analytical skills, HIPAA awareness, and the ability to manage multiple client issues with care.

You'll guide customers through troubleshooting, document onboarding, and collaborate with Product Development and Engineering to enhance the MediStreams platform while

Competenze

• Bachelor’s degree in healthcare administration, business management, or related field.
• 2+ years of experience in revenue cycle management, healthcare payment applications, or cash management.
• Proven client-facing experience with strong interpersonal and communication skills.
• Excellent analytical, problem-solving, and critical thinking abilities.
• Knowledge of healthcare regulations, compliance standards, and payment methodologies.
• Proficiency in web-based applications and office productivity tools.
• Ability to manage multiple client relationships and prioritize tasks effectively.

Mansioni

• Log and acknowledge incoming client requests with thorough documentation.
• Triage support requests and escalate when needed.
• Coordinate with departments for configuration, products, or services.
• Develop expertise in MediStreams platform to guide clients via phone, email, or web meetings.
• Assist Tier II clients with onboarding documents and product enhancements.
• Lead meetings to transition Tier II clients to go-live and handoff to ongoing support.
• Provide clear instructions to clients on resolution processes and self-help resources.
• Collaborate with Product Development, Engineering, and other teams to resolve technical challenges.
• Monitor the support ticketing system to track, resolve, and close tickets promptly.
• Maintain HIPAA and PHI security practices in all communications.
• Continuously refine support processes to improve client satisfaction and efficiency.

Conoscenze

Client-facing communication

Analytical thinking

Problem-solving

Healthcare industry knowledge

Web-based applications

Formazione

Bachelor’s degree in healthcare administration or related field

Strumenti

Ticketing system

Office productivity tools

Descrizione del lavoro

Location: Remote

Job Type: Full-Time, Salaried

Schedule: Monday – Friday, standard business hours with flexibility to accommodate client needs

About MediStreams

MediStreams is a healthcare revenue cycle management company that specializes in automating payment posting and reconciliation. Our proprietary technology and integration capabilities help healthcare providers streamline their financial operations, ensuring accuracy, efficiency, and compliance.

Position Summary

The Solution Support Specialist serves as the primary point of contact for Tier II client support, acting as a liaison between clients and internal teams to ensure timely and effective resolution of service requests. This role requires strong analytical skills, the ability to manage multiple priorities, and a comprehensive understanding of revenue cycle management processes and healthcare payment applications.

Key Responsibilities

You’ll:

• Log and acknowledge all incoming client requests for assistance, ensuring timely responses and thorough documentation.
• Triage support requests, identifying keywords and phrases to either resolve the issue or elevate to the appropriate team.
• Manage client requests for new configurations, products, or services, coordinating with relevant departments for resolution.
• Develop deep expertise in the MediStreams platform to effectively guide clients through troubleshooting processes via phone, email, or web meetings
• Assist Tier II clients by creating onboarding documents, referring to Implementation for additional products, or collaborating with Development for potential product enhancements.
• Lead meetings to transition Tier II clients to go-live, ensuring a smooth handoff to the ongoing support team.
• Provide detailed, concise instructions to clients, explaining resolution processes and available self-help resources.
• Collaborate with Product Development, Engineering, and other teams to address technical challenges and optimize client outcomes.
• Monitor support ticketing system to track, resolve, and close tickets in a timely manner.
• Maintain compliance with HIPAA and PHI security practices, utilizing secure messaging when appropriate.
• Continuously assess and refine support processes to improve client satisfaction and operational efficiency

Qualifications & Requirements

You’re a great fit if you have:

• A bachelor’s degree in healthcare administration, business management, or related field.
• 2+ years of experience in revenue cycle management, healthcare payment applications, or cash management.
• Proven client-facing experience with strong interpersonal and communication skills.
• Excellent analytical, problem-solving, and critical thinking abilities.
• Knowledge of healthcare regulations, compliance standards, and payment methodologies.
• Proficiency in web-based applications and office productivity tools.
• Ability to manage multiple client relationships and prioritize tasks effective

Why Join MediStreams?

This is a unique opportunity to work directly with clients, ensuring their successful adoption of MediStreams’ solutions while playing a key role in resolving complex technical challenges. In this role, you'll enjoy:

• Competitive salary & benefits package (health, dental, vision, 401(k) match, PTO, etc.).
• A collaborative work environment that values innovation and client satisfaction.
• Opportunities to influence product development and contribute to operational excellence.
• Exposure to cutting-edge solutions that are transforming the healthcare revenue cycle industry.