The Role
Our Company:
At PracticeTek, we believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved.
PracticeTek was established by healthcare professionals and entrepreneurs who share a common goal: deliver seamless, high-quality, on-demand healthcare, free of the confusing limitations of traditional technological platforms.
PracticeTek is a collection of innovative software companies working together to make healthcare easier, and more accessible, for everyone. We deliver robust software solutions that support practitioners, and foster exceptional patient experiences, contributing to the growth of healthcare clinics specializing in chiropractic, dental, orthodontics, optometry, and multi-discipline therapy.
At PracticeTek, you'll have the opportunity to:
- Work with dynamic technology solutions that are constantly evolving to meet the needs of the healthcare industry.
- Collaborate with a talented and passionate team of individuals who are dedicated to improving the lives of patients and healthcare providers.
- Make a real impact on the healthcare industry by helping to improve the efficiency and quality of care.
- Build a rewarding career with opportunities for growth and development.
The Customer Success Department:
Our Customer Success Department is dedicated to helping clients achieve their goals. We deliver customers’ outcomes that align with their expectations from our products and encourage long-term loyalty, repeat business, and referrals.
The Career Opportunity:
The Customer Support Specialist I role exists to assist new clients with the implementation of our integrated clearinghouse services. This role creates revenue opportunities for the company by providing the clients with integrated options that allow a more seamless billing process and could save them time and positively impact their revenue stream. The overall objective of this role is to assist and guide the client with tasks required for implementation, notify them of next steps, and address any questions or concerns that may arise during the process.
The position is based in Green Bay, WI with a hybrid work schedule.
Areas of Accountability:
The Customer Support Specialist I is accountable for delivering the following outcomes:
- Provide an exceptional customer experience through timely communication, clear feedback, and expert clearinghouse enrollment support.
- Serve as the primary point of contact for customers during the Clearinghouse Implementation process.
- Responsible for clearing house implementaion including setup of customer’s account
- Support clinics in enabling electronic billing by facilitating accurate clearinghouse setup and payer-specific enrollments.
- Guide customers through the enrollment process, monitoring progress, ensuring timely approval, and assisting with troubleshooting any enrollment-related issues.
- Drive timely activation of clearinghouse services, aiming for production readiness within thirty days of sale, dependent on complexity.
- Respond to and resolve basic product and account inquiries, collaborating with the Clearinghouse Vendor and Customer Success teams to ensure prompt resolution.
- Protect patient and provider data by adhering to all HIPAA privacy and security requirements.
- Maintain a high level of professionalism when handling written and verbal client inquiries consistently representing the organization with courtesy and accuracy.
- Document, track, and monitor all customer interactions accurately in Salesforce to maintain data integrity.
- Troubleshoot routine technical and process issues, including login problems, setup questions, and basic configuration needs.
- Escalate unresolved, urgent, or complex issues to Customer Success teams or Leadership in a timely and appropriate manner.
- Provide professional and timely support via phone and email, ensuring a high level of responsiveness.
- Escalate client concerns promptly when they pose risks to onboarding timelines, enrollment completion, or customer satisfaction.
- Ensure department deadlines and service expectations are met through effective time management and prioritization.
Competencies for Success
Required Qualifications:
- Experience: Minimum of two (2) years of clearinghouse enrollment or medical billing experience; experience with Change Healthcare, Waystar, or TriZetto preferred.
- Minimum of two (2) years of experience with Salesforce, demonstrating proficiency in maintaining clean and accurate data through its various functionalities.
Minimum Qualifications
- Prior experience managing a client assignment load of 40+ clinics or equivalent volume.
- Consistently upholds high ethical standards and takes ownership of outcomes.
- Exceptional written and verbal communication skills with the ability to convey information clearly and professionally
- Ability to manage multiple tasks simultaneously while maintaining strong attention to detail.
- Previous customer service experience is highly desirable.
- Comfortable handling a high volume of incoming calls with professionalism and composure.
- Strong time-management and organizational abilities with a proven ability to stay focused in a fast-paced environment.
- Demonstrates a proactive, self-motivated approach with a strong desire for continuous learning and professional growth.
At PracticeTek we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills. These considerations can cause compensation to vary but we reasonably expect to pay between [Salary Range] for this position.
PracticeTek is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.
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The Company
What We Do
PracticeTek was established by investors and entrepreneurs who came together with a vision for the future of healthcare: high-quality care delivered seamlessly and on demand, without the burden and confusion of traditional systems. We are a collection of best-in-class software solutions that serve the retail healthcare market, including dental, orthodontic, chiropractic, optometry, and dermatology practices. Our solutions empower allied professionals to connect with their patients and grow their business. The result is better care, lower workloads for staff, and less overhead costs for providers — which means more resources for improving patient care. PracticeTek invests in middle-market, retail-healthcare SaaS companies. Established by industry veterans with decades of experience at the helm of successful software enterprises, PracticeTek provides opportunities for entrepreneurs to accelerate their personal wealth, continue to run and grow their business, while collaborating with other like-minded entrepreneurs to continue their legacy and impact the future of healthcare. PracticeTek is an investment firm with a mission: we partner with founders who are changing healthcare for all.
