We Make a Difference
As one of the top behavioral health EHR providers in the country, Qualifacts Systems, Inc. has been changing the health care industry since our founding in 2000. A 5-time honoree on the Inc. 5000 list, we have an entrepreneurial spirit born from our start-up roots, and an amazing team of down-to-earth people who are empowered to be successful in their jobs every day.
Collaboration with industry leaders and mentors is a routine part of what we do, with the focus of making a meaningful impact in people’s lives. Our people get the best from themselves and their peers in an open and supportive environment. Join us and Make a Difference!
Life at Qualifacts
Operating from the 22nd and 23rd floors of the UBS Tower in downtown Nashville, we’ve worked hard to build a strong culture built on our core values of integrity, accountability, passion, compassion and collaboration. We know a lot of companies say similar things because they are easy things to say. Living up to those values is a different matter, and according to our most recent engagement survey, 80% of our employees say we do.
Like other companies, we offer competitive salaries, comprehensive medical, dental, and vision plans, a robust PTO plan, 401(k) plan with matching, and other goodies that are essential for downtown Nashville, such as free parking and Starbucks coffee. Qualifacts has created an atmosphere where our people can focus on what’s important: empowering our behavioral healthcare partners to achieve better outcomes.
But don’t get the idea that we are all work and no fun. Our environment is casual because it’s important to us that everyone feel comfortable being themselves. We celebrate our successes and achievements, and host relaxing get-togethers and team building events. From lunch and learn sessions to on-site training to volunteer days, we provide opportunities to learn and to grow, and to Make a Difference in the community.
About the Position
As a EHR System Specialist for Qualifacts, you will deliver efficient, professional and friendly software support to Qualifacts customers via phone and the Customer Relationship Management ticketing system. Individuals in this role must provide customers with knowledgeable responses to inquiries, and resolve issues pertaining to our CareLogic Electronic Health Record (EHR) Software and related business process/workflow best practices.
To enable our team members to more quickly gain subject matter expertise, we assign specialists to work in designated Centers of Excellence (COE) focused on specific modules or system capabilities. You will be part of a strong support team that has great collaboration and teamwork, and is highly visible due to frequent interactions with customers.
To be successful in this role, you must have a strong willingness to learn how our CareLogic EHR Software works, analytical research and problem solving abilities, and an aptitude for building solid relationships with our customers. Join us and Make A Difference!
Handle resolution of functional questions from end users of the CareLogic electronic health record system, via phone and the customer relationship management (CRM) system, within designated Service Level Agreement time frames.
Gain and maintain subject matter expertise relating to the assigned Center of Excellence (COE) knowledge area. Current COE’s are as follows:
Programs and 3rd Party systems
Finance & Reimbursement (billing)
Ensure timely acknowledgement of incoming requests from customers
Evaluate, prioritize, and resolve incoming Tier 1 requests from customers
Evaluate, prioritize, and triage incoming Tier 2 requests to other applicable team members
Represent Qualifacts to our customers every day by being professional and responsive to their needs
Thoroughly document all research and customer interactions in the customer relationship management (CRM) system to ensure product and service reliability
Maintain good attendance, adhere to required work schedule, and be flexible to work schedule changes required to meet call/department coverage demands
Bachelor’s Degree (or equivalent work experience in lieu of degree)
Outstanding customer service and interpersonal skill
Excellent verbal and written communication skills
Demonstrated ability to troubleshooter and problem solve. Should possess ability to find answers to basic questions or problems, think outside the box and effectively use knowledge gained through experience, education and training to resolve issues
Quick learner with aptitude and passion for understanding technology and complex systems
Ability to stay organized and maintain attention to detail while multi-tasking
Initiative to take on new challenges and independently find solutions; self-motivated to continuously learn and improve skills
Flexible nature with a “can do” attitude and ability to adjust easily to change
Ability to remain professional under high pressure situations
Proven track record of working independently as well as in a team environment
Experienced using Windows, MS Office products and web based applications
Flexibility to meet scheduled phone coverage needs (Support department hours are Monday – Friday, 7AM to 7PM)
Ability to participate in an on-call rotation for after-hours support (remote)
Additional Preferred Qualifications
Prior experience in one of the below areas preferred
Hands-on experience using an EHR and/or supporting users of an EHR is a BIG PLUS!
Medical office experience (behavioral health agency, hospital, physician’s office) with knowledge around clinical workflows and documentation standards
Medical/insurance billing, collections, or reimbursement calculations experience
Experience with report automation tools such as Pentaho or Crystal Reports and/or PL/SQL knowledge
System administrator experience
Experience with third party healthcare applications like DrFirst, Emdeon, and Max MD
Qualifacts provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We believe in providing employees with a work environment free of unlawful discrimination and harassment. In addition to federal law requirements, Qualifacts complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.