Job Description

The Client Support Specialist is responsible for the training and troubleshooting of KipuEMR and Enterprise Billing Interface. This is a technical business process-oriented role assisting clients with specialized solutions. Responsibilities also include post-implementation support, service request investigation and resolution (supporting and training internal and external stakeholders), developing knowledge transfer materials for associates and customers, providing input for defining user needs, and solution-specific testing.

At Kipu Health we have a mentoring program across the service delivery team where all team members are assigned mentors and as they develop, they become mentors. Our dedication to mentoring helps to ensure that all team members develop as quickly as possible for advancement opportunities.

YOUR RESPONSIBILITIES

• Provide remote training on KipuEMR and Enterprise Billing software features.
• Provide ongoing technical support to clients as needed on KipuEMR and CollaborateMD.
• Establish and cultivate relationships with staff members in client billing departments to become their trusted source for help with our Integrated Billing product.
• Offer expert support and assistance to Kipu users via phone, email, and chat. Our goal is first call resolution.
• Perform software optimization reviews and hold meetings with clients to help them get the most value out of our products.
• Assist our product team with project scoping and quality control.
• Demonstrate time management and the ability to complete tasks to meet deadlines.
• Working closely with our Account Managers to manage expectations and service delivery for their portfolio of accounts.
• Occasionally attend live user trainings and industry conferences to assist clients in person and build relationships.
• Following deadlines, policies, procedures, and protocols.
• Keeping management informed on workload status and client feedback, issues, requests, etc.

YOUR QUALIFICATIONS

• You have a passion for helping people troubleshoot and solve problems.
• You embrace a fast-paced, diverse, and results-driven team and will do everything you can to contribute to your team’s success.
• Have read Kipu’s Mission Statement and want to help fulfill it.
• Have medical billing knowledge and experience using CollaborateMD or similar RCM systems such as Kareo, AdvancedMD, etc..
• You enjoy problem-solving and will ‘turn over every rock’.
• Possess excellent verbal and written communication skills.
• Proactively think of and propose new ideas to help improve general administrative, implementation, and customer service policies, procedures, and protocols.
• Demonstrate time management and the ability to complete tasks on deadlines.
• Have medical industry knowledge and understand medical terminology. It’s a big plus if you have experience in the area of substance abuse treatment and an even bigger plus if you have experience in medical billing or marketing.

YOU JUST MIGHT THRIVE HERE IF YOU ARE……

• Dedicated to Client Success: Have read and believe in Kipu’s mission statement and are willing to live it each day
• Passionately Driven: Embrace and thrive in a fast-paced, diverse, and results-driven team
• Solution-Oriented: You enjoy utilizing critical thinking to find solutions to complex problems and/or issues

COMPENSATION

• Highly competitive salary based on your local market’s compensation data.
• Vacation, sick, and paid time off.
• Medical, Dental, Vision, and Life Insurance.
• Pet Insurance.
• 401(K).

KIPU’S MISSION

Our mission is to make every Kipu Client, no matter how large or small, a reference client for Kipu. We will work tirelessly to ensure that every client uses the system to its fullest potential, for the benefit of the people they serve, their employees, and shareholders. We will do this with the highest regard for ethical standards, without consideration for Kipu’s own profitability.

Kipu Health is an Equal Opportunity Employer.

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