Client Success Specialist at PracticeTek
2 weeks ago
Company Overview:
PracticeTek, the parent company of RevolutionEHR, is a rapidly expanding leader in the eyecare software industry. We provide a cloud-based Electronic Health Record and practice management solution tailored for optometry, serving over 4,500 providers and 35,000 users across North America. We are currently seeking a dedicated Customer Support Associate to join our team.
Department Overview:
The Customer Success Department plays a crucial role in our organization, offering assistance to our clients by troubleshooting issues and providing essential information about our software. Each interaction with customers demands innovative thinking and expertise to effectively resolve their concerns. Collaboration with various departments is vital to ensure optimal software performance and customer satisfaction.
Role Purpose:
As a Customer Success Associate at PracticeTek, you will embark on a defined career trajectory that enhances your communication skills, product knowledge, and problem-solving abilities. Our team is committed to fostering company growth while creating opportunities for employee development.
Key Responsibilities:
As a valued member of our Customer Support team, you will ensure that RevolutionEHR clients receive exceptional support while utilizing our software platform. Your responsibilities will include, but are not limited to:
- Assisting existing clients by addressing inquiries and resolving issues through various communication channels.
- Creating instructional videos and other resources related to your areas of expertise.
- Contributing to the Knowledge Base by providing informative articles.
- Conducting one-on-one sessions with new clients to offer guidance as needed.
- Documenting all client interactions in our CRM system.
- Providing feedback to the Product Development Team for future software enhancements.
- Supporting the Quality Assurance Team with testing new developments as required.
Qualifications for Success:
- A minimum of two years of experience in a clinical or in-office setting within the eyecare field is required.
- Experience with EMR/EHR software as a technician, optical assistant, office administrator, or similar roles, performing tasks such as:
- Patient scheduling
- Preliminary testing
- Optometric billing and coding
- Dispensary management
- Ordering optical products (Frames, Lenses, Contact Lenses, etc.)
- A passionate advocate for customer success with a proven track record in remote support.
- Ability to independently research solutions and provide timely responses.
- Strong communication skills, both clear and concise.
- Proficiency in MS Office applications and familiarity with application sharing tools.
- Knowledge of HIPAA regulations.
At PracticeTek, we consider a comprehensive range of compensation factors when determining employment offers. This includes both internal and external market considerations as well as your individual experience and skills. Compensation may vary, but we anticipate a range between $33,050 and $68,650 for this position.
PracticeTek is an Equal Opportunity Employer that values a diverse workforce. We strive to create an inclusive environment, empowering all employees and embracing diversity. We encourage all qualified candidates to apply.
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