EHR Support Analyst - Tier 1

The support analyst team is Office Practicum's most customer focused team. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Team members need to have a passion for client service and enjoy troubleshooting. This is a frontline client-focused position with the overall goal of restoring the relationship between OP and our clients. Team members will be responding to incoming questions, requests, and concerns from Office Practicum clients. 

Essential Functions / Tasks / Duties / Responsibilities: 

• Respond to incoming client inquiries via telephone, chat, and email
• Research and resolve client issues and requests
• Explain complex issues in appealingly simple terms 
• Manage case backlog and meet commitments to clients 
• Escalate tickets properly
• Represent client needs and concerns when interacting with various OP departments
• Stays current on all software releases, enhancements, and reported issues
• Utilize critical thinking, root cause analysis, and problem solving skills to address client issues in the most efficient way possible

How to Perform Essential Functions:

• 80% of work is performed via real-time/live conversations with clients via telephone and chat.
• All work is performed via computer, using various software programs.  Software applications include: Google suite of products, Salesforce CRM, JIRA ticketing system, and Office Practicum EHR. Telephone is used in most client interactions. 

Competencies 

• Critical thinking
• Ability to conceptualize abstract concepts as they pertain to software
• Root cause analysis and troubleshooting
• Ability to learn new things
• Service oriented / customer focus
• Friendly / empathetic
• Excellent oral and written communication
• Attention to detail
• Change tolerant
• Professional
• Flexible
• Effectively work independently or in a team
• Time management
• Metric conscious
• Active listening
• Data entry
• Technologically proficient, using various software applications, e.g., Google Suite, Outlook, Salesforce CRM 
• Passion and enthusiasm that are easily recognizable
• You’re curious and have a natural ability to “zoom out” of a problem, in order to ask the right questions 

Education / Professional Certifications or Licenses Required:

• A Bachelor Degree is preferred, but not required to be successful

Experience Requirements: 

• Customer service experience, requiring a technology component to perform duties. This could be in a variety of settings and industries, including financial, insurance, medical, hospitality, etc.
• Experience using an EHR (preferred)
• RCM / Medical Billing experience (preferred)

Work Environment / Physical demands/ Travel Requirements:

• Computer and telephone required to perform duties. 
• Lifting requirements of no more than five pounds.  

Core Values:

Office Practicum seeks to hire individuals who are able and willing to embrace our company’s performance based culture, as defined by our Core Values:

· We are Clinician First

· Pediatric Care is our Home

· We Deliver on our Commitments

· Our Success is Based on Results

· We Believe in the Power of Teams

We believe that consistently aligning our planning and execution with these core values will lead to long term success for both Office Practicum as well as the customers we serve.

Benefits:

Our team members enjoy a variety of benefits, including but not limited to:

· Medical, Prescription, Vision, and Dental Insurance

· Life Insurance

· 401(k) with company match

· Paid Time Off, Holidays, and Volunteer Hours

· Company Wellness Program

· Employee Assistance Program

· Short and Long Term Disability Insurance

· Pet Insurance

· Tuition Assistance Program

· Employee Recognition Program

Equal employment Opportunity Statement: 

Our company is committed to equal employment opportunity.  We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement: 

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate.  In general, it is your responsibility to notify your supervisor of the need for accommodation.  Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability.  Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.