Job Opening

Client Support Specialist

Role Summary

The Client Support Specialist is a key player on a team focused on delivering exceptional customer service to outpatient rehabilitation practices using Clinicient’s practice management software. Tasked primarily with supporting customer accounts in their use of the system, initiating proactive measures that result in decreased case volume and resolution time, and providing issue feedback and support to Team Managers, they are the ultimate team player. The Client Support Specialist plays a key role in maintaining the customer relationship.

The Client Support Specialist partners with the Team Manager in aligning Clinicient and customer resources, to ensure successful customer onboarding, system adoption and ongoing usage. The Client Support Specialist is focused on engaging directly with customer to understand their needs, guiding them in successful use of the software and advocating for process and product enhancements that improve the overall customer experience.

Essential Responsibilities

  • Acquire expertise in the use of the Clinicient product.
  • Interact directly with customers to articulate best practices and to identify, resolve and document usage issues.
  • Work with clients addressing charge issues, missing charge issues or answering questions about patient accounts.
  • Work with the client office for resolving incomplete charges or missing information (primarily payor) required to submit a complete claim.
  • Create educational articles and videos.
  • Utilize support tools to track cases and monitor key metrics.
  • Advocate on behalf of the customer and collaborate with internal teams to identify Customer’s experience, service, product and process improvements that enhance and support Clinicient’s value proposition and customer engagement.

Knowledge, Skills and Abilities

  • Must be a role model of Clinicient’s Core Values: People; Client Focused; Trust; Innovation; Fun; Excellence and Teamwork.
  • Competencies: Manages Conflict, Communicates Effectively, Being Resilient, Nimble Learning, and Self-development.
  • Keen problem solving skills, able to gather data and identify root issues.
  • Exceptional written and verbal communication skills, able to bridge effortlessly any gap between technology and medical professionals.
  • Exceptional level of ownership, dependability, and accountability.
  • Very organized, with the ability to prioritize the small parts within the big picture.
  • Relentless focus on delivering responsive, exceptional results to customers.
  • Thirst for knowledge and the ability to draw from that knowledge across a variety of issues.
  • Active listener, always looking to establish a strong working relationship with the customer while working toward resolution.
  • Demonstrated ability to work in a highly interdependent team environment.

Education and Experience

  • Bachelor’s degree preferred.
  • 1-2 years previous experience in healthcare account management, customer service, revenue cycle operations or accounting.
  • 1-2 years of medical billing including commercial payers, Medicare, Medicaid, workers’ compensation and patient responsibility is required.
  • Proficient in the use of technology.

About Clinicient

Our Vision

Clinicient’s vision is to improve 20 million lives by 2025. This is our higher purpose and what drives us to help therapists and clinics thrive in all aspects of their business.  Get inspired by how therapists are improving lives every day.

Our Mission

Our mission is a noble one: to reward great care through partnerships with the clinicians we serve. We do this by combining the clinical tools that allow our clients to efficiently deliver and document care and the financial tools to maximize reimbursements.

Benefits and Perks

Clinicient offers a generous benefits plan to all employees. In addition, we offer a $100.00 monthly transportation reimbursement, 401k plan, wellness program, and paid time-off. Eligible employees can also take advantage of a four-week paid parental leave policy, which is for moms and dads. We are in the heart of Downtown, Portland, Oregon and offer a flexible and creative workplace that includes a game room, fully stocked fridge, local microbrews, and many fun events throughout the year.

Clinicient is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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