Client Support Representative I (Product Support Representative I) - REMOTE
About Net Health Belong. Thrive. Make a Difference. Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you. A high-growthand profitable company, we help caregivers harness data for human health.Wealsohonor and respect the needs of our Net Health family and staff,which is why weoffer awork-from-anywhere environment and unlimited PTO.Ourwelcomingand collaborativeculturepaired with progressive benefits makesNet Healththe ultimate career home! As a leading-edgeSaaScompany in healthcare, we deliver solutions that help patients get better, faster, and livemore fulfilling lives. Our software and predictive analytics coverthecontinuum of care, fromhospital-to-home, across various medical specialties. Come join us andstart the next chapter of your exciting careerwhile helping otherstolive better lives. World-Class Benefits That Reflect Our World-ClassCulture. Click Here to Learn More!: #WorkFromAnywhere#UnlimitedPTO#ComprehensiveBenefitsPackage#EmployeeResourceGroups #CasualDressCode #PrioritizedEmployeeWellness#DiversityAndInclusion#AVoice#NewHireSupport#CareerDevelopment #EducationalAssistance #EmployeeReferralBonus#ProgressiveParentalLeave JOB OVERVIEW Responsible dedicated and customer-focused Product Support Representative to join our team. In this role, you'll be the primary point of contact for our customers, providing essential support and technical guidance for our company's software products. This position is highly phone-centric, requiring strong communication skills and a passion for helping others. You will be responsible for resolving customer issues, documenting solutions, and prioritizing cases to meet all key performance metrics. RESPONSIBILITIES AND DUTIES • Analyze and resolve issues for clients using department guidelines and timeframes • Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services. • Troubleshoot client issues, including downloading and updating key software dependencies, collecting details as necessary, and escalation of issues to level 3 and/or engineering as necessary to resolve client issues. • Research required information using available resources. • Provide internal feedback to resolve issues and/or enhance product based on client • Provide support for a suite of software applications • Retrieve, respond to, and create cases for client emails within the appropriate service level window following set guidelines and procedures. • Handle inbound calls and create cases within the appropriate service level window following set guidelines and procedures. • Organize ideas and communicate oral messages appropriate to the situation to both clients and co-workers. • Solid understanding of the end-to-end revenue cycle process in a healthcare setting. • Follow up and make scheduled call backs to clients where necessary. • Participate in regularly scheduled internal training on Net Health products. • All other duties as assigned. • Some holiday, evening and weekend hours will be required as needed to meet client needs and provide adequate coverage. • Experience with CPT and ICD-10 claim generation and submission, payment posting, denial management, account receivables. • Understanding of Waystar a plus. QUALIFICATIONS • Minimum education High School Diploma or equivalent GED • 0-2 years’ experience in a client service or technical support role; may have degree or equivalent. • 2+ years in medical revenue cycle space REQUIRED SOFTWARE EXPERIENCE • Microsoft Office • 0-2 years’ experience as a user of common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, etc.) Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization. Salary Range: $15.20 - $19.00 USD A word on Al-assisted candidate fraud & deepfakes: Our company maintains a zero-tolerance policy for the use of Al tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy.