Support Analyst

Quick Med Claims (QMC) is a nationally recognized leader in emergency medical transportation billing and reimbursement. QMC is committed to providing services in a manner that ensures compliance with all applicable billing and reimbursement regulations while maximizing the capture of allowable reimbursement for each client. The commitment to adherence to both principles make QMC the partner of choice for emergency medical transportation providers.

This position is 100% remote. 

We are seeking a customer-focused and highly skilled Support Analyst to join our remote IT team and provide exceptional technical support for our proprietary SaaS Revenue Cycle Management (RCM) application. The successful candidate will be responsible for addressing customer inquiries, troubleshooting issues, and collaborating with cross-functional teams to ensure a seamless and positive user experience. The Support Analyst will play a crucial role in maintaining the quality and reliability of our application, reports, dashboards, and analytics.

Responsibilities

• Provide exceptional technical support for the company's SaaS RCM application, reports, dashboards, and analytics.
• Respond to customer inquiries in a timely and professional manner, addressing issues via phone, email, or chat.
• Troubleshoot and diagnose software issues, collaborating with cross-functional teams as necessary to resolve problems.
• Document and track customer interactions, including reported issues and resolutions, in a ticketing system
• Contribute to the creation and maintenance of support documentation, such as FAQs and knowledge base articles.
• Participate in regular team meetings and provide updates on support activities and trends
• Stay current on industry trends, application updates, and new support tools, incorporating best practices into the support process.
• Adhere to all QMC HIPAA privacy policies and procedures. This includes always maintaining the confidentiality and security of sensitive patient information.
• Experience working with business intelligence tools, such as Tableau, Power BI, or Looker.
• Experience working with electronic patient care reporting systems for EMS (ePCR).
• Familiarity with SQL databases and writing basic SQL queries for data analysis.
• Experience with remote support tools, such as screen-sharing or remote desktop software.
• Certification in IT support or customer service, such as CompTIA A+ or HDI Support Center Analyst.
• Experience working with remote teams.
• Experience using Jira Service Management for managing support requests and tracking customer interactions. 

Other Responsibilities

• Adhere to all QMC HIPAA privacy policies and procedures. This includes always maintaining the confidentiality and security of sensitive patient information.
• Ensures consistent adherence to company attendance policies.
• Performs other related duties as assigned.

Education

• High School Diploma or equivalent required
• Bachelor's degree in Computer Science, Information Technology, or a related field preferred. 

Experience

• Familiarity with Revenue Cycle Management solutions
• Experience troubleshooting software issues and providing customer support
• Experience using SaaS Helpdesk software such as Freshdesk, Zendesk, Salesforce, SysAid

Knowledge, Skills, Abilities

• Strong understanding of software applications, databases, and networking
• Familiarity with web technologies, such as HTML, CSS, and JavaScript
• Excellent communication, interpersonal, and customer service skills
• Ability to work independently and collaboratively within a remote team
• Detail-oriented with strong problem-solving and analytical skills
• Patience and empathy when working with customers

Benefits:

• Comprehensive & competitive benefit package
• Generous 401k Company Match Program
• Profit Sharing Potential
• Bonus Program Potential
• Flexible work schedules 
• Paid time off and holidays