Senior Customer Support Specialist - Hospice EMR
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Description
Why this role matters
When a hospice team has a question at the bedside, in the office or in the billing department, the answer should be quick, clear and kind. As a Senior Customer Support Specialist at Curantis, you help care teams and agency staff get the most from the Curantis Hospice Software Solution and Curantis Palliative Care Software Solution. That frees them to focus on patients and families.
When a hospice team has a question at the bedside, in the office or in the billing department, the answer should be quick, clear and kind. As a Senior Customer Support Specialist at Curantis, you help care teams and agency staff get the most from the Curantis Hospice Software Solution and Curantis Palliative Care Software Solution. That frees them to focus on patients and families.
What you'll do
- Serve as the escalation point for complex customer questions about clinical documentation, workflows, compliance, billing and software functionality
- Help customers connect clinical documentation to clean claims, and troubleshoot issues that affect billing, claim submission and remittance
- Troubleshoot application issues and work with Technical Support, Product Management and Development to resolve them
- Respond to customers within our service level agreements, with professionalism and empathy
- Guide customers on interdisciplinary workflows, care planning and revenue cycle processes in the software
- Partner with Customer Success and Implementation on customer satisfaction, adoption and retention
- Bring customer feedback to Product Management, and help validate new features from both clinical and financial workflow perspectives
- Take part in a rotating on-call schedule until 8:00 PM ET, handling phone calls for feature failures and system failures
What you bring
- Experience in hospice, palliative care, home health or a related setting; RN, LVN, LPN or similar credentialing is a plus
- Working knowledge of hospice billing and revenue cycle, such as Medicare and Medicaid billing requirements, claims, remittance and common denial causes
- Hands-on experience with EMR/EHR systems
- Prior experience supporting healthcare software customers (SaaS a plus)
- Working knowledge of hospice operations and regulatory documentation requirements
- Excellent written and verbal communication, including the ability to explain technical concepts simply
- Strong organization and the ability to manage multiple priorities in a fast-paced setting
- Comfort with ticketing systems, CRM and collaboration tools, and curiosity about AI-enabled workplace tools
- Bachelor's degree preferred; equivalent experience considered
About the role
This is an individual contributor position with no direct reports. Hours are standard business hours, 8:00 AM to 5:00 PM ET, with rotating on-call coverage until 8:00 PM ET and flexibility for customer needs. Occasional travel may be required for customer meetings or conferences.
How you'll know you're succeeding
Customer satisfaction and responsiveness, timely resolution, billing-related issues resolved at first escalation, customer retention and adoption, and the quality of your collaboration with Product, Customer Success and Billing.