What We Need
The IMPLEMENTATION SPECIALIST is responsible for a set of software or business process solutions for existing customers transitioning from implementation to general support.
Works directly with customer to manage outstanding training needs, escalated product issues, advanced payment posting, rejection troubleshooting, and staff changes.
Identifies and documents technical issues to be escalated to product and system integration teams for resolution. Provides feedback based on customer experiences to leadership for product and process improvements.
Your Area of Focus
Work directly with existing customers to manage ongoing setup of software solutions or medical billing services
Work cross-functionally to coordinate customer training, outstanding EDI enrollment requests, and Tier 2 level product issues
Monitor the progress of the various tasks / activities involved in the implementation process, escalate issues, and provide timely status updates to the customer
Effectively manage high volumes of customer cases (25-30 monthly) that may involve ongoing implementation of multiple modules
Ensure customersâ€™ expectations are met and key issues are addressed in a timely and satisfactory manner as required to retain business
Identify customer needs and provide guidance in upselling additional products and services
Maintain a deep knowledge of client industry, product, and role in the market
2+ years answering inbound phone calls
Strong knowledge and demonstrated experience in customer-facing technology troubleshooting role and / or clinical, or medical billing services operations
Business acumen and problem-solving skills with the ability to influence change at all levels
Strong knowledge of customer service principles and practices
Strong organizational skills with the ability to manage competing client demands
Demonstrated ability to work cross-functionally to problem-solve and meet customer expectations
Strong troubleshooting skillset
Be Passionately Driven : We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare.
We hold ourselves to the highest standards. And we work with urgency because what we do matters.
Dedicated to Customer Success : Helping our customers succeed directs every action we take. Weâ€™re committed to helping their practices run smoother so their patients can thrive.
We are solution-oriented and aligned with their needs.
Together Weâ€™re Better : Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
Constant Growth : We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry.
We are creative problem solvers that believe in making things better.
Kareo is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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