EHR Client Services Representative

2 weeks ago

Norfolk, Virginia, United States ContinuumCloud Full time

About ContinuumCloud:
ContinuumCloud is on the lookout for a dedicated Client Support Specialist to become a vital part of our EHR Client Services team. We are in search of a bright, detail-oriented, and highly motivated individual who excels in a dynamic environment. Success in this role requires exceptional communication skills, adaptability, and the ability to build trust with our clients. As a primary point of contact for clients, you will play a crucial role in establishing our reputation for outstanding client service.

Compensation and Benefits:
At ContinuumCloud, salary is just one aspect of our comprehensive compensation package. Your total rewards will include exceptional medical, dental, and vision coverage, student loan reimbursement, a Flexible PTO policy, and numerous other benefits.

Salary Range:
$45,000 - $55,000

Key Responsibilities:

  • Evaluate incoming client service requests, prioritize, and assign them to the appropriate resources while ensuring resolution.
  • Document and track time associated with each service request and client interactions using the Salesforce support ticketing system.
  • Address and resolve client service requests promptly, adhering to ContinuumCloud's established support protocols.
  • Conduct initial assessments, discovery, and prioritization of all service request tickets.
  • With proper training, diagnose issues and propose potential solutions before escalating to other ContinuumCloud resources.
  • Facilitate phone support calls and web meetings, providing training and demonstrations to clients as necessary.
  • Monitor and analyze service requests for recurring issues that may indicate problems within specific software features or functions.
  • Stay informed about all updates and enhancements to the software.
  • Communicate professionally and timely with customers regarding the status and resolution of their service requests.
  • Notify management of any obstacles hindering timely or satisfactory resolution of client issues.
  • Assist clients in accessing available support and training resources.
Qualifications:

What You Bring:
  • Willingness to travel up to 5%.
  • Proven track record of delivering exceptional client experiences, preferably with Electronic Health Records software.
  • Experience in medical billing or a related field is required.
  • Outstanding written and verbal communication skills.
  • Strong organizational skills, attention to detail, and the ability to manage multiple tasks/projects simultaneously.
  • Excellent interpersonal and client-facing abilities.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Intermediate computing skills, including proficiency in Microsoft Office, Salesforce, and webinar tools.
  • Self-motivated and capable of independent learning alongside ContinuumCloud-provided training.
  • Bachelor's degree or equivalent experience/training.
Benefits:

Who We Are:
ContinuumCloud offers a wide range of cloud-based software solutions tailored to meet the specific needs of the behavioral health and human services sectors. Our offerings include an EHR platform powered by Welligent and an HR & Payroll system powered by DATIS HR Cloud. Through these solutions, we empower organizations to deliver high-quality care and fulfill their missions.

Employee Benefits:
  • 100% employer-paid medical insurance.
  • 401k plan with company matching.
  • Company-funded life, AD&D, and disability insurance.
  • Student loan reimbursement.
  • Company-sponsored training and certification programs.
  • Open PTO policy.
  • Company holidays including New Year's Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, the Friday after Thanksgiving, Christmas Day, and two floating holidays.
  • Parental leave.
  • Office perks such as paid parking, an on-site gym, catered lunches, and healthy snacks.
ContinuumCloud is an equal opportunity employer and values diversity within our workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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