Product Support Specialist

5 days ago

Seymour, United States Boston Technologies, Inc. Full time
Job Description

About the Role

We are seeking a highly skilled and experienced Product Support Specialist to join our team at Boston Technologies, Inc. (BTI). As a Product Support Specialist, you will be responsible for providing top-notch technical support to our customers, ensuring their satisfaction and loyalty to our company.

Key Responsibilities

  • Product Knowledge:
    • Gaining and maintaining expert familiarity with BTI/HSS, BTI EHR, and points of interface with other BTI products;
  • Domain Knowledge:
    • Gaining and maintaining understanding of the technical and logistical needs of payer medical billing, including communication protocols, standards, and norms;
    • Gaining and maintaining understanding of the HIPAA, HITECH, ACA, and newer federal standards that bind electronic systems related to patient data and billing;
  • Customer Assistance:
    • Directly interacting with customers, building positive and helpful relationships while working with the development team to identify problems, describe paths to replicate, and gather requirements for solutions;
    • Communicating directly, clearly, patiently, and consistently across the customer base;
    • Managing customer expectations
    • Answering questions, providing calm and constructive answers
  • Maintaining and Improving Product Documentation and Training Materials:
    • Working with Development to identify and distribute product modifications and fixes;

Requirements

  • Strong troubleshooting skills
  • Strong willingness to learn new systems and operations
  • Strong verbal and written communication skills, focused on understanding others and being understood
  • Experience with managing customer expectations while troubleshooting.
  • An understanding of accounting, including General Ledger, accounts Payable, and Payroll or prior experience with BTI/HSS
  • An understanding of electronic health record systems and operations or prior experience with BTI EHR
  • Strong teamwork and collaboration skills
  • Prior experience maintaining and updating documentation
  • Prior product education / training experience
  • Familiarity with IBM OS/400
  • Familiarity with Microsoft Windows based computers and applications

Desirable Skills

  • Familiarity with multiple payer medical billing
  • Familiarity with ANSI X12 communication protocols (such as 837 professional billing, 837 institutional billing, 835 remittance, 270/271 eligibility inquiry, 997 response)
  • Familiarity with Federal Organizational/Employer Filing requirements such as W2, W3, 1099, W4, and 941 forms.
  • Awareness of HIPAA, HITECH, ACA Federal Standards and how to comply with them.
  • Familiarity with IBM OS/400 operation system
    • Basic user administration
    • Functions and terminology
    • SQL and IBM Query significant plus
  • Familiarity with HCL Domino and Notes application database environment
    • Basic user administration
    • Application use, configuration and troubleshooting.
  • Familiarity with VPN clients for secure remote customer access
  • Familiarity with JIRA or similar ticketing systems

Education

  • Associate's Degree in IS, IT or related degree program
  • Or 3+ years experience with customer or product support.

Benefits

  • Retirement matching
  • Health insurance
  • Paid time off
  • Tuition Reimbursement

About Boston Technologies, Inc.

Boston Technologies, Inc. (BTI) is a leading provider of Human Services Software (BTI/HSS) and custom care-provider-focused electronic health records systems for Behavioral Health Care organizations. BTI/HSS is a comprehensive office automation software solution that provides claims submission, medical records, scheduling, staff performance, demographics, general accounting services, and more. BTI has leveraged decades of experience with Behavioral Health Care organizations to build and deliver several custom care-provider-focused electronic health records systems. These electronic health records systems are part of an ongoing functionality expansion and compliance effort as behavioral health plays a more central role in coordinated health care. As a small team, we work closely with each other and our customers to develop high impact solutions for their needs.

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