Essential Functions: In addition to working as prescribed in our Performance Factors specific responsibilities of this role include:
- Possess excellent understanding of Application Support processes and customer service expectations and can mentor fellow peers to ensure consistency in the delivery of quality customer support.
- Capable of independent application support situation resolution for more difficult customer needs, escalated issues, and/or client retention efforts.
- Supervisory responsibilities are not part of this role.
- Demonstrates ability to address customer service escalations and/or issues independently.
- Collaborate with fellow peers and/or management to ensure accurate and valuable feedback is obtained that translate into efficient solutions.
- Able to provide suggestions and feedback to improve upon Application support processes that translate into effective and timely customer service resolutions.
- Displays a professional demeanor, calm and friendly disposition even during high levels of stress and work demands.
- Consistently demonstrates excellent verbal and written communication skills.
- Effectively communicates customer concerns regarding service and/or escalated. complaint inquiries to management when appropriate to ensure timely and correct resources are applied.
- Diligently works on tasks and/or projects assigned by management members.
- Participates in the on-call rotation as per department guidelines and functions independently while on call.
- Demonstrates a broad understanding of TruBridge EHR application(s) assigned to for customer service support.
- Demonstrates a broad level of independent decision making with confidence and accuracy with both internal and external customers.
- Comprehensive understanding of TruBridge EHR applications best practices and ability to apply that knowledge to address customer service questions and needs.
- Collaborate with fellow peers from various departments to ensure application issues are addressed in a timely and efficient manner.
- Eagerly seeks educational opportunities and strives to improve upon presentation skills.
- Able to respond in a timely manner to all requests from the leadership team and able to independently establish appropriate deadlines to ensure timely completion of assigned tasks and/or projects.
- Conducts advanced level of training for internal and external customer needs.
- Able to complete thorough testing and troubleshooting in our in-house directory.
- Maintains an understanding of TruBridge project roadmaps.
- Promotes a positive team/work environment and exhibits strong leadership qualities.
- Provides solutions to more complex problems in situations that infrequently occur based on practice and existing procedures.
- Impacts the quality and effectiveness of the team.
Minimum Requirements:
Education/Experience/Certification Requirements
- Experience in Medications, Order Management, Prescription Entry, EPCS, etc. or other healthcare-related functions.
- Excellent communication (written and oral) and interpersonal skills.
- Strong organizational, multi-tasking, and time-management skills.
- Must be detail oriented and able to follow through on issues to resolution.
- Must be able to act both independently and as a team member.
- College degree preferred or relevant work experience.
- Must possess excellent customer services skills, including phone etiquette.
- Must possess strong organizational, communication, and verbal presentation skills.
- Must possess strong computer skills including Word, Excel, and Outlook.
Preferred Qualifications:
- Minimum of three (3) years of experience with customer service including but not limited to sales, implementation, and support of the TruBridge EHR services.
- Familiarity with the operations of a healthcare facility.
Working Environment/Physical Demands
Working Environment:
- General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.
- Periods of stress may occur.
- Work from home environment.
Physical Demands:
- Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
- Some walking and standing relative to interaction with other personnel.
Why join our team?
- Work remotely with a work/life balance approach
- Robust benefits offering, including 401(k)
- Generous time off allotments
- 10 paid holidays annually
- Employer-paid short term disability and life insurance
- Paid Parental Leave
Travel Requirements:
Occasional (25% or Less)
Business Support