Customer Support Representative

September 26

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Encoda

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Healthcare IT • Medical Billing • Medical Billing Services • Revenue Cycle Management • Software Development

51 - 200

💰 Private Equity Round on 2022-01

Description

•WHO WE ARE •Encoda is the leading claims and denials software solution that acts as the connective tissue between practice management systems, clearinghouses, and payers. •We give practices greater visibility into their claims data, allowing them to address denials more efficiently. •Encoda realizes the true intention of healthcare reimbursement by enabling our clients to collect the most amount of money, in the shortest amount of time, as cost effectively as possible. •WHO YOU ARE •We are seeking an exceptional Customer Support Representative (CSR). •This person will be responsible for ensuring customer satisfaction by addressing support inquiries, troubleshooting issues, and maintaining the smooth operation of our SaaS software platform. •This role focuses on managing Electronic Data Interchange (EDI) processes, particularly the successful exchange of X12 EDI transactions between customers’ Practice Management Systems (PMS) and clearinghouses. •The ideal candidate will have a solid background in supporting healthcare PMS or billing offices.

Requirements

•Troubleshoot and resolve customer inquiries related to our SaaS platform, ensuring satisfaction and maintaining strong relationships with customers. •Proactively identify, diagnose and resolve EDI-related issues with a strong focus on accuracy and efficiency. •Monitor and manage the exchange of EDI files (837,835, 277, 999) to ensure smooth transactions between PMS’ and clearinghouses. •Ensure compliance with HIPAA regulations and other relevant healthcare EDI standards. •Assist with the configuration, setup, and ongoing maintenance of EDI processes and PMS integrations for new and existing customers. •Track customer issues through tickets, prioritize critical items, and escalate issues as necessary. •Provide instruction and guidance to customers and internal team members on EDI and SaaS system processes. •Maintain updated knowledge of payor requirements and ensure successful EDI claims submissions, ERA processing, and EFT file handling. •Continuously improve workflows and processes to meet or exceed service-level agreements (SLA). •Oversee the testing of new X12 trading partners and ensure a smooth implementation process. •Document issues, resolutions, and steps in ticketing systems to maintain a knowledge base for internal teams and customers. •Collaborate effectively with cross-functional teams and independently manage tasks to resolution.

Benefits

•The opportunity to be a part of a leading healthcare IT SaaS organization with a strong mission and set of values. •Competitive compensation •Comprehensive benefit package, including medical, dental, vision, disability, and life insurance. •Matching 401k plan and FSA options. •Front-loaded Paid Time Off (PTO) and 10 company-observed holidays. •Cohesive and engaging remote work culture allowing a healthy work-life balance.