Senior Product Support Specialist – Enterprise Clinicals
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Job Description
Product Support Specialist providing support for complex technical issues with a focus on EMR/clinical workflows. Acting as the key knowledge resource for enterprise clients at Raintree Systems.
Responsibilities:
- Act as the key source of knowledge for our enterprise base when it comes to complex technical issues across Practice Management, Clinical, and Billing/Financial domains, with an emphasis on the EMR and clinicals.
- Utilize expert-level critical thinking to deconstruct complex software behaviors, isolate root causes, and recreate bugs in test environments.
- Participate in the response for high-impact service disruptions affecting the Enterprise base, ensuring rapid resolution and clear stakeholder communication.
- Provide a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactions.
- Dedicate 10% of your time to developing those around you, elevating the department's collective knowledge.
- Help identify systemic challenges in products or processes and proactively propose data-driven strategies for improvement.
- Maintain impeccable case records, ensuring HIPAA compliance, data security, and clear follow-up commitments.
- Look beyond the immediate ticket to identify and resolve underlying issues before they impact the broader client base.
Requirements:
- Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience.
- 3–5 years of SaaS application support experience; minimum 2 years specifically supporting Raintree software with a focus on EMR/Clinical Domain.
- Deep understanding of Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflows.
- High proficiency in troubleshooting complex SaaS architectures and navigating database/integration issues.
- Exceptional interpersonal and "diplomatic" communication skills; the ability to remain calm and authoritative during critical system outages.
Benefits:
- Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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