DrChrono - Customer Service and Support Associate, (Remote, US)

at  EverCommerce

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en
We are looking for a Customer Service and Support Associate to focus on DrChrono application. DrChrono is part of the EverHealth vertical of EverCommerce. Our mission is to build a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable.
Our platform has been used by thousands of physicians who in turn have provided care to millions of patients. Our products can be completely tailored to any medical practice—small, large, or specialty—and are open to third-party innovation via a robust API.
Our people and the enthusiasm for healthcare is contagious. We’re one of the most tech-forward healthcare players in the EHR industry and our philosophy “more time with patients, less time doing paperwork” drives constant innovation throughout the company. The Customer Service and Support Associate acts as a liaison with our clients, providing product information and answering questions; ultimately bringing resolutions to clients’ concerns within various SaaS solutions.

RESPONSIBILITIES:

• Manage incoming phone calls and chats (where applicable), resulting in customer tickets, to achieve metric goals aligned with company OKRs
• Provide software support for our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion
• Work to identify the root cause of the clients’ problem, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customer
• Be a support representative and consultant for various subjects related to the DrChrono platform, both the web and mobile application, iOS features, and Partner information.
• Proactively identify clients experiencing repeated issues or requests that are not resolved to the clients’ satisfaction while identifying possible opportunities for escalation
• Utilize internal tracking tools to manage issues between customers, sales, support, and engineering
• Work cross-departmentally with multiple teams to find, analyze, and resolve client issues.
• Represent the voice of the customer by gathering and sharing customer feedback about our products and service
• Provide recommendations to your leadership team about how to improve customer experience
• Work closely with the account management team to maintain a continuous knowledge of accounts.
• Navigate through applications and company tools to research and resolve customer inquiries
• Provide excellent customer care and focus; focusing on assessing the customers’ needs and provide the correct answer, path, troubleshooting, or method for an outstanding customer experience
• Actively participate in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers’ outreach and recommendations for self-service articles
• Strive to meet and go above personal and team targets and goals

SKILLS AND EXPERIENCE NEEDED FOR SUCCESS IN THIS ROLE:

• 1+ years in a genuine customer-facing, internal support, or customer service role
• 1+ years’ experience in RCM and claims filing
• 1+ years troubleshooting and or technical support experience
• 1+ years in a healthcare setting
• Ability to manage a high volume of clients at any given time
• Excellent time management, project management, and organizational skills
• A positive and proactive approach to handling challenging situations
• Exceptional listening skills, with attention to detail
• Ability to prioritize tasks and carry out responsibilities with minimal direction
• Ability to work with a global team in a remote work environment
• Experience working directly with customers and the willingness to do what is right for customers, the company, and team members in all circumstances - strong customer focus and a high level of empathy.
• Excellent problem solving and analytical skills
• Outstanding oral and written communication skills
• Ability to convey technical information to a general audience
• Aptitude for learning new technologies quickly
• Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them
• Experience and knowledge in Zendesk and Salesforce are a plus