Product Support Specialist

The Product Support Specialist will have primary responsibility for supporting our Revenue Integrity product lines. The right candidate is a great communicator and a strong problem-solver, and has experience in application and end-user support. You will be a highly visible link between our customers and us, ensuring that we provide outstanding support that exceeds customers’ expectations.

Essential Tasks and Responsibilities:

• Provide phone and email support for all customer applications and end users
• Document issues and either resolve them or provide information for technical escalation
• Manage and follow up on multiple support issues to ensure timely resolution
• Track and prioritize incidents 
• Communicate with technical and business personnel, management, and customers to resolve issues
• Test and troubleshoot software corrections
• Train customers on Cobius applications
• Recommend and document improvements to make sure we meet high service level standards
• Run reports on support needs and discuss with management

• Update support and training documentation for customer applications and internal support needs
• Complete special projects related to customer needs and support

Qualifications:

• College degree highly desirable and/or applicable technical course work, training, or certification in computer science, healthcare, business, or related field
• 3+ years of relevant work experience with healthcare revenue cycle software
• 2+ years of experience providing end-user support
• Experience with healthcare information systems (HIS), EPIC, Cerner strongly preferred.
• Outstanding problem-solving and analytical skills
• Proven ability to work independently, meet deadlines, and prioritize multiple tasks in a fast-paced dynamic setting
• Strong customer service orientation
• Positive attitude, professional demeanor, and a strong work ethic

• Excellent communicator (written and oral)
• Proficient with Microsoft Office, especially Word, Excel, and Outlook
• Any of the following is a plus:  Write SQL Queries; project management; basic programming; software QA; familiarity with software development life cycle;