Original listing text, shown exactly as published by the company.
The Role
Our expectation of this very robust CS role is that, after your onboarding phase, you become a CSM and contribute to our customer base through providing training, working with clients after Go Live to ensure they are using the product optimally, and create a relationship with clients so you are able to sell the value-add of features that would benefit their business, staff, and patients. You will also play a role in providing support to our customers through our support channel. The ideal candidate has a background as a rehab therapist, has expertise in administrative and clinical workflows, is an excellent communicator and HIGHLY passionate about software. More on that below!
Key Responsibilities
- Build a strong relationship with your clients as a strategic and supportive partner
- Focus on building loyalty to ensure long-term client success by presenting product information, addressing customer issues and helping the teams implement Prompt Plus and other premium product offerings
- Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
- Gain a strong understanding of the ins and outs of a therapy business in order to provide expertise to our clients throughout their onboarding
- Lead question/answer webinars with clinical management and staff
- Work with support team as tickets are escalated to you to provide specific workflows for clients, and work the support channel per team needs
- Lead clients through what to expect from their data transfer so they have clear expectations of the data transfer process
- Assist in the onboarding process of new clients
- Delegate questions to the Client Experience Team, Billing Success Team, and Customer Success team as appropriate
- Collaborate with team members and management in recommending and implementing improvement opportunities
Minimum Requirements
- Must have experience in outpatient physical therapy clinics
- Very strong technical skills operating various software platforms
- Highly Proficient in MS Excel
- Understanding and learning software must be a passion of yours
- Clinical background and/or licensed rehab therapist
- Experience with EMR Systems
- Possess strong written and verbal skills
- Be tech savvy and comfortable working in a live setting with various softwares
- Highly motivated to work in an extremely fast paced environment where you will need to work outside normal working hours at times
- Prepared to grow very quickly into your role and take on greater responsibilities as the team and customer base grow
Preferred (Nice-to-have) Qualifications
- Medical billing experience or education
- Previous SaaS experience
