Client Support Representative - Full Time - Hybrid - Sioux Falls

Experity is the leading software and services company for ondemand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700 urgent care clinics across the country. We create maintain and support products to facilitate the complete ondemand healthcare experience: from patients finding clinics and making appointments to checking in to clinical documentation and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing ondemand healthcare for millions of patients across the country.

Experity offers the following:

• Benefits Comprehensive coverage starts first day of employment and includes Medical Dental/Orthodontia and Vision.
• Ownership All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program This robust program includes counseling legal resolution financial education pet adoption assistance identity theft and fraud resolution and so much more.
• Flexibility Experity is committed to helping team members face the demands of juggling work family and liferelated issues by offering flexible work scheduling to manage your worklife balance.
• Paid Time Off (PTO) Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge relax and spend time with loved ones.
• Career Development Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building We bring our Team Members together when we can to strengthen the team build relationships and have fun! We even have a family company picnic and a holiday party.
• Total Compensation Competitive pay quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Hybrid: Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Job Type: Full time

Shifts:Two shifts available at this time

• Tuesday Friday 8a 4:30p Saturday 7a 3:30p
• Sunday 7a 3:30p Monday Thursday 8a 4:30p

Compensation:Starting between $1719 hourly dependent on years of experience.

Responsibilities:

• Answer inbound Support calls/emails and make outbound followup calls/emails
• Manage client requests and assigned projects to successful completion
• Assist client/clinical staff/peers with application training and proper use
• Properly identify and investigate application issues research answers to guide client through corrective steps following escalation processes diligently to support service level agreements
• Build trusted and reputable working relationships with clients and internal teams
• Drive improved client satisfaction scores
• Maintain individual and team quality metrics
• Utilize CRM for documentation client communication and ticket resolution and tracking
• Escalateissues of increased priorityto Client Solutions Specialist and management per procedure and SLAs
• Utilize approved monitoring tools/resources to analyze technical issues
• Encourage workflow improvements and Experity product features to clients
• Adhere to all company and teamspecific processes and procedures
• Ability to work into a rotating shift for nights/weekends/Holidays
• Other duties as assigned

Qualifications:

• Proven ability to communicate well in English both verbally and written
• Excellent organization and time management
• Outstanding customer service and interpersonal skills
• Ability to prioritize multiple tasks work effectively under stress meet deadlines and take direction
• Proficient in Windows based applications and MS Office software products

Education and Experience:

• High school diploma or equivalent
• Two years of customer service experience

Preferred:

• Software/help desk experience is preferred
• Previous EHR experience preferred

Every team member exhibits our core values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

Our urgent care solutions include:

• Electronic Medical Records (EMR): Software that healthcare providers use to input patient data such as medical history diagnoses treatment plans medications and test results.
• Patient Engagement (PE): Software that shows patients the wait times at various clinics allows patients to reserve a spot in line if theres a wait and book the appointment.
• Practice Management (PM): Software that the clinic front desk staff uses to register the patient once they arrive for their appointment.
• Billing and Revenue Cycle Management (RCM): Software that manages coding billing and payer contracts for clinics so they dont have to.
• Teleradiology: Board certified radiologist providing accurate and timely reads of results from Xrays CT scans MRIs and ultrasounds for our urgent care clients.
• Consulting: Consulting services for urgent care clinics to assist with opening expanding and enhancing clients businesses

Required Experience:

Unclear Seniority