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Support Services Consultant

2 months ago

Charlotte, North Carolina, United States TherapyNotes Full time
About TherapyNotes

TherapyNotes stands as a prominent figure in the realm of behavioral health Practice Management and Electronic Health Records (EHR) software. Our software-as-a-service (SaaS) platform leads the charge in innovation, effortlessly merging patient scheduling, medical documentation, billing, and electronic claims to transform how mental health practitioners operate their practices.

At TherapyNotes, we cultivate a team of enthusiastic and skilled professionals. Our collaborative environment encourages innovation, consistently pushing the limits of what EHR software can achieve. We take pride in our adaptability to the continuously changing landscape of healthcare and technology, ensuring we remain at the forefront of industry advancements.

We foster a culture of learning and problem-solving, creating an atmosphere where your skills and expertise can thrive. Together, we are redefining the future of behavioral health software, facilitating clinicians in delivering optimal care to their patients.

If you are driven by technology, mental health, and the desire to make a positive impact, TherapyNotes is the ideal place for you to realize your potential.

Position Overview

TherapyNotes is on the lookout for skilled and professional Customer Success Representatives. In this role, you will become part of a dedicated team of software support representatives, assisting both prospective and existing customers in managing their TherapyNotes accounts. You will guide psychologists, therapists, counselors, social workers, psychiatrists, and practice administrators through account setup, intricate support inquiries, and various challenges they may encounter with the TherapyNotes software. This position is an internal customer support role within our corporate structure.

This position offers an engaging and dynamic opportunity that involves daily interactions with customers as well as collaboration with the entire TherapyNotes business team.

Key Responsibilities
  • Technical and Business Software Training - Instruct customers on effectively navigating and utilizing the TherapyNotes software, inform them about essential software features, and assist with complex inquiries and support calls regarding specific TherapyNotes functionalities.
  • Inbound Call and Email Support - Manage a high volume of support requests, providing assistance to behavioral health professionals, practice administrators, medical billers, and patient appointment schedulers.
  • Customer Support Documentation - Maintain a comprehensive call and email database by logging support ticket information in multichannel customer support/help desk software applications.
  • Accuracy and High Standards - Uphold high standards, ensuring attention to detail, accuracy, and completeness in all tasks.
  • Knowledge Development - Cultivate a strong understanding of TherapyNotes features and value propositions.
Qualifications
  • 5+ years of experience in customer service.
  • 2+ years of experience in a high-volume call center or phone support role.
  • 2+ years of experience working remotely.
  • Familiarity with multichannel customer support/help desk software is advantageous.
  • Strong computer and technical problem-solving skills are essential.
  • Excellent verbal and written communication abilities.
  • Proficient in exchanging information via telephone, email, and instant messaging platforms.
  • Ability to maintain composure in stressful situations.
  • Exceptional time management skills.
  • A collaborative team player who is eager to grow and strives for excellence.
  • Interest in working within an entrepreneurial, small to mid-sized business environment.
  • Flexibility in work hours, including occasional nights and weekends.
Benefits
  • Competitive salary - $50,000/year.
  • Opportunities for overtime.
  • Employer-provided medical, dental, vision, life, and disability insurance.
  • Retirement plan with company contributions.
  • Annual company profit sharing and bonuses.
  • Personal development/training budget.
  • Open and collaborative work environment.
  • Comprehensive 2-week onboarding plan.
  • Robust mentorship program.
TherapyNotes, LLC is an Equal Employment Opportunity Employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.