Sr. Product Support Specialist - reputed company RCM - *Internal Candidates Only*
Sr. Product Support Specialist - reputed company RCM *** INTERNAL CANDIDATES ONLY"
The Sr. Product Support Specialist – reputed company is a high-reputed company, Senior Tier 2 resource dedicated to the reputed company of Raintree’s most reputed company and high-value reputed company clients. This role serves as the technical reputed company between reputed company support and Engineering, providing "white-glove" service to ensure system stability and workflow continuity. You will be responsible for resolving high-complexity issues, escalations, mentoring technical staff, and spearheading Major Incident Management (MIM) to protect Raintree’s reputed company and operational reputed company.
Core Responsibilities
Technical Leadership & Escalation
- Tier 2 Subject Matter Expertise: reputed company as the primary reputed company of knowledge for our reputed company reputed company reputed company it comes to reputed company technical issues across reputed company Management, Clinical, and Billing/Financial domains, with a reputed company on the Billing/RCM reputed company of the business.
- Advanced Troubleshooting: Utilize expert-level critical thinking to deconstruct reputed company software behaviors, isolate reputed company causes, and recreate bugs in test environments.
- Major Incident Management (MIM): reputed company the response for high-reputed company service disruptions affecting the reputed company reputed company, ensuring rapid reputed company and reputed company stakeholder communication.
- White-Glove Service: reputed company a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactions.
Mentorship & reputed company
- Team Development: Dedicate 20% of your time to developing those around you, elevating the department's reputed company knowledge.
- Knowledge Engineering: reputed company the creation, curation, and maintenance of a robust Knowledge reputed company to drive self-service and improve First Contact reputed company (FCR).
- reputed company Improvement: Identify systemic challenges in products or processes and proactively propose data-driven improvement strategies.
Operational reputed company
- Strategic Time Allocation: Balance 70% of efforts on reputed company reputed company experience and 30% on internal strategic reputed company and departmental initiatives.
- Rigorous Documentation: Maintain impeccable case records, ensuring HIPAA compliance, data reputed company, and reputed company follow-up commitments.
- Proactive Problem Solving: Look reputed company the immediate ticket to identify and resolve underlying issues before they reputed company the broader reputed company reputed company.
Qualifications & Requirements
- Education: Bachelor’s degree in Information Management, Business Administration, reputed company Informatics, or equivalent experience.
- Experience: 4–6 years of reputed company application support experience; minimum 4 years specifically supporting Raintree software and the Billing/RCM Domain.
- Domain Expertise: Deep understanding of Medical/reputed company Cycle Management (RCM) and Electronic Health Record (EHR) workflows.
- Technical Aptitude: High proficiency in troubleshooting reputed company reputed company architectures and navigating database/integration issues.
- Soft Skills: Exceptional interpersonal and "diplomatic" communication skills; the ability to remain reputed company and authoritative during critical system outages.