[Remote] Sr. Product Support Specialist - Enterprise Clinicals - *Internal Candidates Only*
Note: The job is a remote job and is open to candidates in USA. Raintree Systems is a leading provider of electronic health records (EHR) and revenue cycle management (RCM) software for the therapy and rehabilitation industry. They are seeking a Sr. Product Support Specialist for Enterprise Clinicals to provide high-level technical support and ensure system stability for complex healthcare clients, acting as a liaison between frontline support and engineering.
Responsibilities
- Act as the key source of knowledge for our enterprise base when it comes to complex technical issues across Practice Management, Clinical, and Billing/Financial domains, with an emphasis on the EMR and clinicals
- Utilize expert-level critical thinking to deconstruct complex software behaviors, isolate root causes, and recreate bugs in test environments
- Participate in the response for high-impact service disruptions affecting the Enterprise base, ensuring rapid resolution and clear stakeholder communication
- Provide a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactions
- Dedicate 10% of your time to developing those around you, elevating the department's collective knowledge
- Participate in the creation, curation, and maintenance of a robust Knowledge Base to drive self-service and improve First Contact Resolution (FCR)
- Help identify systemic challenges in products or processes and proactively propose data-driven strategies for improvement
- Balance 80% of efforts on Enterprise client experience and 20% on internal strategic projects and departmental initiatives
- Maintain impeccable case records, ensuring HIPAA compliance, data security, and clear follow-up commitments
- Look beyond the immediate ticket to identify and resolve underlying issues before they impact the broader client base
Skills
- Bachelor's degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience
- 3–5 years of SaaS application support experience; minimum 2 years specifically supporting Raintree software with a focus on EMR/Clinical Domain
- Deep understanding of Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflows
- High proficiency in troubleshooting complex SaaS architectures and navigating database/integration issues
- Exceptional interpersonal and 'diplomatic' communication skills; the ability to remain calm and authoritative during critical system outages
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