EHR Client Services Representative

2 weeks ago

Norfolk, Virginia, United States ContinuumCloud, LLC. Full time
About ContinuumCloud:

ContinuumCloud is on the lookout for a dedicated Client Services Representative to enhance our EHR Client Services team. We are in search of a bright, detail-oriented, and highly motivated individual who excels in a dynamic environment.

Your Role:
In this pivotal position, you will serve as the primary point of contact for our clients, playing a crucial role in establishing our reputation for outstanding client service.

Key Responsibilities:
- Assess incoming client service inquiries, prioritize them, and assign to the appropriate resources as necessary, ensuring each request is followed through to resolution.
- Document and monitor time associated with each service request and client interaction in our Salesforce support ticketing system.
- Address and resolve client service inquiries promptly, adhering to ContinuumCloud's established support protocols.
- Conduct initial evaluations, discovery, and prioritization of all service request tickets.
- With adequate training, analyze, diagnose, and propose potential solutions before escalation to other ContinuumCloud resources.
- Facilitate phone support calls and web meetings, providing training and demonstrations to clients as required.
- Monitor and report on service requests for trends that may indicate issues within specific software features or functions.
- Stay informed about all software updates and enhancements.

Client Communication:
In a professional and timely manner, keep clients updated on the status and resolution of their service requests. Notify your Manager of any obstacles hindering timely or satisfactory resolution of client issues. Assist clients in accessing available support and training resources.

Qualifications:
- Willingness to travel up to 5%.
- Proven track record of delivering exceptional client experiences, preferably with Electronic Health Records software clients.
- Background in medical billing or a related field is essential.
- Excellent written and verbal communication skills.
- Strong organizational skills, attention to detail, and ability to manage multiple tasks/projects simultaneously.
- Strong interpersonal and client-facing abilities.
- Exceptional analytical, troubleshooting, and problem-solving skills.
- Intermediate computer skills, including experience with 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 and Perks:
ContinuumCloud is committed to the health and well-being of our team members. We offer a comprehensive benefits package that includes:
- 100% employer-paid medical insurance.
- 401k plan with company match.
- Company-funded Life, AD&D, and Disability Insurances.
- Student Loan reimbursement.
- Company-sponsored training and certification programs.
- Open PTO program.
- Company holidays and floating holidays.
- Parental Leave.
- Office perks such as paid parking, an on-site gym, catered lunches, and healthy snacks.

We are an equal opportunity employer and value diversity at ContinuumCloud. 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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