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User Satisfaction Specialist

72% Flex
Full Remote
  • Remote from:United States
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User Satisfaction Specialist

72% Flex
Remote: Full Remote
Work from: United States...

Offer summary

Qualifications:

Bachelor’s Degree preferred or 5+ years of professional experience, 3-5 years experience with healthcare vendor products, Knowledge of patient workflows in healthcare settings.

Key responsabilities:

  • Provide support for Insight Program users
  • Update documentation, respond to emails and calls
  • Troubleshoot issues, contribute to team efforts
AmSurg LLC logo
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AmSurg LLC

Large

http://www.amsurg.com/

1001 - 5000 Employees

Job description

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Your missions

Remote

AMSURG is a nationally recognized leader in the strategic and operational management of ambulatory surgery centers with medical specialties ranging from gastroenterology to ophthalmology and orthopedics. With more than 250 surgery centers across the U.S., we partner with physicians and health systems to deliver the highest standards of patient care and quality. For more information, please access our website: https://www.amsurg.com/.

Through AMSURG, our clinician-led organization is changing the face of healthcare by delivering high-quality care that puts the patient first. **

Benefits**

At AMSURG, we offer benefits at the speed of your life. Our wide range of health and welfare benefits allow you to choose the right coverage for you and your family. Qualifying employees are eligible to enroll on the 1st of the month, following 30 days of employment. AMSURG offers a variety of health and welfare benefit options to help protect your health and promote your wellbeing. Benefits offered include but are not limited to: Medical, Dental, Vision, Life, Disability, Healthcare FSA, Dependent Care FSA, Limited Healthcare FSA, FSAs for Transportation and Parking & HSAs, and a matching 401(K) Plan. **

Paid Time Off**

AMSURG offers paid time off, 9 observed holidays, and paid family leave. You accrue Paid Time Off (PTO) each pay period and depending on your position and can earn a minimum of 20 days and up to 25 days per calendar year. **

Position Summary**

The primary responsibilities of the User Satisfaction Specialist are to provide excellent support to our Insight Program users including corporate, surgery center, physician practice, and Central Billing Office (CBO) users. Support encompasses troubleshooting, documentation, topic-specific training, report generation and more.

Our User Satisfaction Specialist position requires broad knowledge and experience with Revenue Cycle Management systems and Clearinghouses. NextGen, NextGen Clearinghouse, or Waystar experience is highly desirable. The NextGen products/services that the User Satisfaction team may support include Practice Management, EHR, Clearinghouse, Eligibility, EDI Print Services and Messaging, Patient Portal, Mobile and the process of creating and/or modifying/updating NextGen Chart Packs for Centers. Other supported products/services include Refund Manager, Viewgol, ASC State Reporting, InstaMed, and SIS Complete. The list of supported products, solutions, and services supported will continue to grow over time. As the products and services under the Insight umbrella grow and expand, the User Satisfaction Specialist will be expected to rapidly learn how to support those products and services.

Excellent demonstrated skills in written and verbal communication are expected of the User Satisfaction Specialist, keeping in mind the intended audience. Communication audiences will range from end users to Center Leaders, Business Operation leads, CBO leadership, and others. Written communication will include email, internal or external user documentation and presentations. Verbal communication will include issue discussion, team and project meetings, end user training and presentations. Further, excellent demonstrated skills in written and verbal communication will be expected, monitored, and reviewed on a regular basis. **

Work Schedule: This role is offered on a fully remote basis allowing the User Satisfaction Specialist to be based anywhere within the continental U.S. Must be able to work a Central Time Zone schedule, Monday – Friday, of 8a – 5p.

Essential Responsibilities**

  • Assist with creation and updating various documentation including user manuals, internal team user guides and training materials for go-lives and support. Create end user documentation on Insight products or services including clear step-by-step instructions with screenshots following established style guidelines.
  • Manage and respond to project related emails and calls in a timely manner.
  • Support and troubleshoot ASC state reporting via the NextGen portal.
  • Update and support chart packs in NextGen, involving clinical related support when necessary.
  • Complete NextGen upgrade or patch testing and other product testing with attention to detail, workflow impact, and potential issues.
  • Complete monthly non-production environment(s) testing with attention to detail, workflow impact, and potential issues.
  • Interact with users and stakeholders on a daily basis, responding to their questions and service desk tickets in a professional and timely manner.
  • Perform troubleshooting of problems, resolve issues and devise solutions in partnership with Insight leadership that facilitates best practices and sustainable workflows for end users.
  • Create knowledge base articles to assist in team learning and resolution of similar future tickets.
  • Utilize critical thinking and excellent judgement to proactively escalate tickets to management when required. Recognize when to pull in the Subject Matter Expert (SME) and/or other team members on complex issues.
  • Cross train with other team members to gain experience and knowledge of all Insight Program products and services.
  • Consistently meet or exceed user and stakeholder Service Level Agreements (SLAs) and satisfaction goals.
  • Assist in the adoption cycle after the project is transferred to the Insight User Satisfaction/Applications Team.
  • Deliver supplemental end user and/or new hire training when an entity has excessive user-related issues with Insight products and services.
  • Collaborate with support teams from NextGen, NextGen Clearinghouse, Waystar, and ancillary vendors for issue resolution.
  • Work closely with AMSURG service desk to ensure the service desk analysts have current knowledge of Insight centers, products, and services. Create materials or provide training for service desk analysts when requested by management.
  • Participate in team meetings with meaningful and productive contributions.
  • Assist Insight management, team, and IT colleagues with other duties and projects as needed.
  • Travel is generally not a requirement, though may be asked occasionally to attend vendor-related conferences.
  • Solve straightforward issues with little or no assistance.
  • Identify and research issues and trends.
  • Evaluate and prioritize assigned work utilizing available resources.
  • Ability to follow and update specific project plans in Smartsheet as needed.
  • Manage straightforward configuration issues.
  • Adhere to all company policies and procedures, including Information Security Policies and ensure that AMSURG remains as secure as possible.

Knowledge And Skills

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the managerial, clinical, and HIT knowledge, skills, and/or abilities required: **

Essential Abilities**

  • Excellent verbal and written English communication skills.
  • Strong self-starter, able to work with minimal oversight.
  • Ability to learn new technologies and technical products quickly.
  • Highly organized with strong attention to detail.
  • Able to works well under pressure, communicating appropriately even when under stress or duress.
  • Superior analytical and creative problem-solving capabilities.
  • Able to research and apply knowledge effectively.
  • Capable of managing multi-faceted programs and a variety of disparate projects simultaneously.
  • Able to learn multiple vendor product design and documentation methods.
  • Able to assess vendor products for technical features and functions, reporting findings succinctly and factually.
  • Displays positive attitude and strong team spirit.

Education/Experience

  • Bachelor’s Degree preferred, or 5+ years’ professional experience in a similar healthcare environment or centralized billing office environment.
  • Broad knowledge and experience with Clearinghouses, i.e., Waystar or NextGen Clearinghouse.
  • Minimum of 3-5 years direct use experience with healthcare vendor products.
  • Minimum of 2 years’ experience troubleshooting healthcare software in a user support, help desk support, or customer service role.
  • Basic knowledge of healthcare billing and/or front office workflows and administrative patient documents required for services (and how these are reflected in applications).
  • Revenue Cycle Management experience is helpful.
  • ASC / Practice Office experience or strong understanding of Billing, CPT, ICD-10 coding, and ASC X12 transactions is preferred.
  • Thorough understanding of patient workflows in ambulatory surgery center and/or medical practice is extremely helpful.
  • Project management skills and experience useful.
  • Continuing Education classes, vendor conferences and/or certifications in appropriate healthcare fields desired such as NextGen Certified Professional [EPM/EHR/Others].

Other Qualifications

High integrity, including maintenance of confidential information. Based on occasional business need, the ability to work a flexible schedule, including some evenings. Must pass a background check and drug screen. **

We are an Equal Opportunity Employer.**

We do not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other prohibited category set forth in federal or state regulations.

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Soft Skills

  • Excellent communication skills
  • Strong self-starter
  • Superior analytical thinking
  • Organized with attention to detail
  • Team player

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