Client Support Specialist Emr - (Pacific Time)

About Kipu

At Kipu Health, we’re passionate about creating better paths to better patient care. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. While our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, it’s through our people that we truly make a difference.

***This is a remote position working on Pacific Standard Time (PST)***

The Client Support Specialist is responsible for the training and troubleshooting of Kipu's EMR software. 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.

Your Responsibilities

• Provide remote training on KipuEMR.
• Be the voice-of-the-customer across Kipu, leveraging your insight and knowledge of the customer experience to bring positive change. This entails respectfully and directly voicing your and customers’ ideas in team meetings, brainstorms, cross-departmental planning, and utilizing internal feedback loops to make customer experience improvements known to the organization.
• Keep management informed of workload status, client feedback, issues, requests, etc.
• Establish and cultivate relationships with staff members in client billing departments to become their trusted source for help with our Integrated Billing product.
• The Client Support Specialist responds to all customer support questions, concerns, and feedback across all channels (phone, chat, ticketing, email) within service-level agreement, maintaining the highest possible first-contact resolution and customer satisfaction rates.
• Maintain knowledge base of current system capabilities, integrations, and troubleshooting techniques by initiating research through available resources.
• Perform software optimization reviews and hold meetings with clients to help them get the most value out of our products.
• Meet performance goals established for the position by optimizing customer satisfaction, phone, and ticket metrics.

Your Qualifications

• Demonstrate time management and the ability to complete tasks on deadlines.
• Upon employment, Kipu Health may require, at the company’s expense, HIPAA or HITECH certifications to ensure adherence to regulations and proper processes for the protection of patient health information. This position does not require any other certificates, licenses, or registrations.
• You have a passion for helping people troubleshoot and solve problems.
• Experience with Zendesk, ServiceNow, or similar ticketing systems.
• 2+ years of relevant work experience in customer-facing roles supporting SaaS products.
• Experience with EMR, EHR, or Practice Management software.
• Proactively think of and propose new ideas to help improve general administrative, implementation, and customer service policies, procedures, and protocols.
• Work well independently and enjoy working on a team.
• Have medical industry knowledge and understand medical terminology. It’s a big plus if you have experience in the area of substance abuse treatment.
• High school diploma or general education degree (GED); with 1-year related experience fast-paced work environment; or an equivalent combination of education and experience.

Kipu Benefits

• Employee Career Path Program.
• 401(K) with Company Match.
• Highly competitive salary based on your local market’s compensation data.
• Health, Dental, Vision, Disability, and Life Insurance.
• Unlimited paid time off.
• 11 Paid Holidays.
• Parental Leave.
• Pet Insurance.

Kipu Promise

In an environment of rapid change, millions are struggling to cope. Kipu is here to help. Having shaped the industry for 10 years, today we focus on advancing our New Vision for the behavioral health ecosystem, evolving how it operates, interacts, communicates, and heals.

We are an equal-opportunity employer and highly value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.