Support Specialist Lead (EHR platform billing support)

UNKNOWN; Tampa (FL); On-site; USD 85,000 - 110,000; Full time

Job summary

Qualifacts, a leading behavioral health software provider, seeks a Support Specialist Lead to deliver advanced Level 2 support, resolve complex issues, and mentor team members. The role is hybrid in Nashville or Tampa, with remote candidates will not be considered.

You will maintain KPI reporting and service performance, drive proactive customer service and issue resolution, support SOP compliance, and coordinate actions with Support Management to ensure timely resolutions and high CSAT.

Qualifications

• Bachelor's degree required; a High School diploma with relevant experience may substitute.
• 5+ years of related experience in EHR/software customer service or behavioral health.
• Strong troubleshooting and KPI reporting skills; ability to manage SOPs.

Responsibilities

• Provide frontline support via ticketing system and live chat or phone as needed.
• Oversee SOPs and Professional Services processes.
• Maintain high CSAT and SLA/SLO adherence.
• Deliver training and consulting as needed.
• Manage KPI reporting and service performance.
• Coordinate support actions with Support Management.
• Maintain SME-level knowledge and drive issue resolution.

Skills

Customer service

Coaching / mentoring

Troubleshooting

KPI reporting

SOP management

Stakeholder communication

Team leadership

Education

Bachelor's degree

High School diploma with relevant experience substitute

Job description

Job Description: Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients. Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions. If you want to work inside an atmosphere where innovation has purpose, and your ambition works to support our customers and those they serve,

We are seeking candidates in Nashville or Tampa to work a hybrid schedule in either office location. Remote candidates will not be considered.

Summary of the Support Specialist Lead

The Support Specialist Lead will deliver advanced Level 2 support, while independently resolving complex issues and handling Level 1 and Level 2 case escalations. They will mentor and coach team members, and help drive process improvements, while also serving as a subject matter expert to ensure exceptional customer outcomes and continuous team development. They will be responsible for ensuring timely resolution of high complexity issues. They are to maintain and improve KPI reporting and service performance, while also driving proactive customer service and issue resolution. They will support continuous improvement initiatives and SOP compliance, and actively contribute to team motivation and issue resolution.

Responsibilities for the Support Specialist Lead

• Provide frontline support and customer service through the ticketing system
• Assist with Live chat and/or phone support as needed
• Oversee SOPs and Professional Services processes
• Maintain high customer satisfaction (CSAT) and SLA/SLO adherence
• Deliver training and consultation as needed.
• Manage KPI reporting and service performance
• Support users with in-depth issue analysis and solutions
• Maintain SME-level knowledge
• Coordinate support actions with Support Management

Qualifications of the Support Specialist Lead

• Bachelor's degree: High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree
• 5+ years of related experience

Knowledge, Skills, and Abilities of the Support Specialist Lead

• Complete understanding of area of specialization; applies advanced problem-solving techniques
• Handle high-complexity tasks; works independently with judgment and interpretation
• Enhance relationships with internal/external partners; adapt communication style for diverse audiences
• Strong troubleshooting, SOP management, and KPI reporting skills
• Ability to coach, mentor, and motivate team members

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

For more than 20 years, Qualifacts has delivered thoughtful innovation, technology, support, and services to the behavioral health and human services market. Most recently, Qualifacts has been on a mission to expand its portfolio to support the patient continuum, from the initial appointment request to final billing and reporting, and everything in between.

Qualifacts has headquarters in Nashville and Tampa with employees across the globe, many with strong healthcare and clinical backgrounds to help bring you the best solutions possible.