TruBridge RCM Install Coordinator

As a Client Project Management Associate position you are at the very forefront of TruBridge's customer service operations and are tasked with delivering exceptional service and support experience to end users.  This requires a high level of listening and communication skills to appropriately evaluate and provide resolutions.  This role requires thorough analysis of customer inquiries and questions to ensure accurate problem solving and staying up to date with TruBridge Client Services changes and EHR or the Trubridge RCM applications to deliver the most efficient and effective customer service experience.

Along with direct customer support, this role also includes but are not limited to: assisting with on-site and/or virtual implementation training as necessary to our clients; onboarding existing clients to new products and features; conducting on-site or virtual client educational sessions; and participating in workgroups for new internal or external tools and features. 

Essential Functions: In addition to working as prescribed in our Performance Factors specific responsibilities of this role include:

• Possess strong analytical, problem solving, and decision making skills
• Effectively utilize Microsoft Office tools (Excel, Word, and PowerPoint)
• Experience working with primary care and specialist physician practices, including a demonstrated knowledge of practice operations and workflow
• Creativity and analytical ability to solve problems in a variety of client situations, roles and environments
• Demonstrate strong documentation and presentation skills
• Utilize one’s deep understanding of revenue cycle management to solve client issues.
• Analyze client billing data to identify and deliver insights to clients and our operational teams.
• Serve as a primary team member to coordinate with clients, to support our business development efforts as a relevant expert, and to assist your operations team to deliver high levels of customer satisfaction and profitability.
• Manage multiple client service teams remotely.

• Lead and assist with new clients or new project implementation. Updates CPSI tracking system (Big Brother Situation) with appropriate and accurate customer related information for troubleshooting planning and resolution purposes
• Demonstrates proficient use of various internal communication and documentation tools to effectively report client related needs, issues and/or updates
• Possess excellent understanding of Application Support processes and customer service expectations
• Capable of independent application support situation resolution for more difficult customer service questions and/or issues in a timely and efficient manner
• Collaborates with fellow peers and/or management to ensure accurate and valuable feedback is obtained that translate into efficient solutions. 
• Able to provide suggestions and feedback to improve upon Application support processes that translate into effective and timely customer service resolutions
• Displays a professional, positive demeanor and maintains a high level of focus on job-related tasks and subject matter.
• Able to accurately interpret instructions presented in both written and oral form
• Demonstrates excellent verbal and written communication skills
• Demonstrates willingness to go above and beyond efforts to engage customers to build rapport, trust and provide resolution regardless of complexity of need or concern.
• Demonstrates ability to multi-task, prioritize and manage time effectively.
• Effectively communicates and appropriately escalates customer concerns regarding service and/or complaint inquiries or issues.
• Takes initiative and independently aids or serves as a resource to fellow peers for customer service related needs and/or projects to improve upon processes.
• Participates in the on-call rotation as per department guidelines
• Advanced knowledge of TBEHR or RCM applications assigned to for customer service support
• Advanced understanding of TBEHR or RCM applications best practices and ability to apply that knowledge to address customer service questions and needs
• Collaborates with fellow peers from various departments to ensure application issues that have multi-departmental impact are addressed in a timely and efficient manner
• Actively seeks educational opportunities and is willing to handle additional responsibilities or tasks.
• Able to respond in a timely manner to all requests from leadership team and able to independently establish appropriate deadlines to ensure timely completion of assigned tasks and/or projects.
• Able to test in-house and demonstrate appropriate and accurate usage of Work Request and JIRA system.
• Promotes a positive team/work environment.
• On-site and/or virtual implementation training as necessary.

Minimum Requirements:

Education/Experience/Certification Requirements

• College bachelor’s degree preferred or relevant work experience
• Must possess excellent communication (written and oral) and interpersonal skills.
• Must possess excellent customer services skills, including phone etiquette.
• Must possess strong organizational, interpersonal, communication, and verbal presentation skills.
• Must possess strong computer skills including Word, Excel, and Outlook.

Preferred Qualifications:

• Minimal of three (3) years’ experience with customer service including but not limited to sales, implementation and support of the TBEHR or RCM services.  
• Familiarity with the operations of a healthcare facility.

Why join our team?

• Work remotely with a work/life balance approach
• Robust benefits offering, including 401(k)
• Generous time off allotments
• 10 paid holidays annually
• Employer-paid short term disability and life insurance
• Paid Parental Leave