Job Title: EHR & Practice Management Client Support RepresentativePosition Summary
The EHR & Practice Management (PM) Client Support Representative serves as the primary point of contact for physician practices and healthcare organizations using the company's Electronic Health Record (EHR), Practice Management (PM), Medical Billing, and Care Management solutions.
This role is responsible for providing exceptional client support, managing client relationships, resolving application and workflow issues, ensuring successful product adoption, and identifying opportunities to expand customer utilization of products and services. The representative acts as a trusted advisor to healthcare providers by understanding clinical and operational workflows and helping clients maximize the value of the technology platform.
The ideal candidate possesses strong healthcare application knowledge, excellent communication skills, customer success experience, and the ability to build long-term client relationships that drive customer satisfaction, retention, and revenue growth.
Key ResponsibilitiesClient Relationship Management
- Serve as the primary support contact for assigned physician practices, clinics, and healthcare organizations.
- Build and maintain strong relationships with physicians, office managers, clinical staff, billers, and administrators.
- Conduct regular client check-ins, business reviews, and account health assessments.
- Develop a deep understanding of client workflows, operational goals, and business challenges.
- Act as a trusted advisor and advocate for clients by ensuring they achieve maximum value from the EHR and PM solutions.
- Monitor customer satisfaction levels and proactively address concerns before they escalate.
- Maintain accurate records of all customer interactions, issues, and follow-up activities within CRM systems.
Customer Support & Issue Resolution
- Provide first and second-level application support for EHR, Practice Management, Medical Billing, and Patient Engagement applications.
- Troubleshoot software, workflow, and configuration issues reported by clients via phone, email, chat, or remote sessions.
- Analyze client-reported issues and coordinate with technical, implementation, development, and billing teams to resolve problems promptly.
- Escalate complex issues appropriately while ensuring timely communication with clients.
- Track, document, and manage support tickets through resolution in accordance with service level agreements (SLAs).
- Ensure timely follow-up and closure of support requests while maintaining high customer satisfaction ratings.
- Assist clients with system updates, new releases, enhancements, and change management activities.
Implementation & Onboarding Support
- Assist implementation teams during new client onboarding and deployment activities.
- Support full-cycle implementation projects including setup, configuration, testing, training, go-live support, and post-go-live stabilization.
- Coordinate onboarding activities and ensure smooth transition from legacy systems.
- Configure system settings including:
- User roles and permissions
- Templates and clinical forms
- Scheduling workflows
- Billing configurations
- Security settings
- Patient communication preferences
- Participate in system testing and validation activities.
Client Training & Product Adoption
- Deliver remote and onsite training sessions for physicians, nurses, front-office staff, billers, and administrators.
- Educate clients on best practices for clinical documentation, scheduling, billing workflows, and patient engagement tools.
- Develop and maintain training materials, user guides, knowledge base articles, and instructional videos.
- Conduct refresher training sessions to improve product adoption and workflow efficiency.
- Identify underutilized features and educate clients on additional capabilities available within the platform.
- Monitor user adoption metrics and implement strategies to improve utilization.
Account Growth, Upselling & Cross-Selling
- Identify opportunities to expand customer usage of existing products and services.
- Proactively recommend additional solutions based on client needs and operational challenges.
- Generate qualified opportunities for:
- Medical Billing Services
- Revenue Cycle Management Services
- Chronic Care Management (CCM)
- Remote Patient Monitoring (RPM)
- Advanced Primary Care Management (APCM)
- Patient Engagement Solutions
- AI Documentation Solutions
- Additional EHR modules and integrations
- Collaborate closely with sales and account management teams to introduce new products and services.
- Conduct product demonstrations and workflow reviews to showcase additional platform capabilities.
- Support contract renewals and expansion discussions.
- Meet established goals related to customer retention, product adoption, upsell opportunities, and client satisfaction.
Client Retention & Customer Success
- Develop and execute client retention strategies to minimize customer churn.
- Monitor account health indicators and identify at-risk clients.
- Address customer concerns promptly and develop action plans to improve satisfaction.
- Conduct periodic business reviews to demonstrate value, ROI, and product utilization.
- Maintain high customer satisfaction and Net Promoter Score (NPS) metrics.
- Collaborate with leadership to implement retention initiatives and improve customer experience.
- Ensure successful renewal of customer agreements through proactive engagement and relationship management.
Data Migration & Integration Support
- Coordinate and support data migration activities from legacy systems.
- Validate migrated data to ensure completeness and accuracy.
- Work with internal technical teams to support interfaces and integrations with:
- Medical Billing Systems
- Laboratory Systems
- e-Prescribing Platforms
- Clearinghouses
- Health Information Exchanges (HIE)
- Third-party applications
- Assist clients with interface testing and issue resolution.
Continuous Improvement
- Gather customer feedback and communicate enhancement requests to product and development teams.
- Identify recurring support issues and recommend process improvements.
- Participate in product enhancement discussions and user acceptance testing.
- Contribute to knowledge management initiatives and internal best practice documentation.
- Stay current with healthcare regulations, industry trends, and emerging technologies.
Required QualificationsEducation
- Bachelor's degree in Healthcare Administration, Health Information Management, Information Systems, Business Administration, or related field preferred.
- Equivalent combination of education and healthcare technology experience will be considered.
Experience
- 3-5 years of experience supporting, implementing, or managing Electronic Health Record (EHR) and Practice Management systems.
- Prior experience supporting physician offices, ambulatory practices, or healthcare organizations.
- Experience with healthcare software platforms such as Epic, eClinicalWorks, Athenahealth, Allscripts, NextGen, Greenway, Cerner, or similar systems.
- Experience in client relationship management, customer success, account management, or healthcare technology support preferred.
- Proven experience in customer retention, upselling, cross-selling, or account growth activities preferred.
- Knowledge of medical billing, coding, and revenue cycle workflows strongly preferred.
Required Skills & Competencies
- Strong understanding of ambulatory physician office workflows.
- Knowledge of healthcare regulations including HIPAA, HITECH, and CMS programs.
- Excellent verbal, written, presentation, and interpersonal communication skills.
- Exceptional customer service and relationship-building abilities.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to influence and build trust with physicians and healthcare executives.
- Proficiency with CRM systems, ticketing systems, and customer success platforms.
- Proficient in Microsoft Office Suite, especially Excel, Word, PowerPoint, and Teams.
- Experience using project management and support tools.
- Ability to conduct remote demonstrations and training sessions.
Preferred Certifications
- Certified Electronic Health Records Specialist (CEHRS)
- Epic, Cerner, Athenahealth, eClinicalWorks, or other vendor certifications
- Project Management Professional (PMP) or CAPM certification
- Certified Professional Coder (CPC) or Certified Medical Manager (CMM) preferred
- Customer Success certifications are a plus
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT) Score
- Net Promoter Score (NPS)
- Customer Retention Rate
- Support Ticket Resolution Time
- First Contact Resolution Rate
- Product Adoption and Utilization Metrics
- Renewal Rate
- Number of Upsell/Cross-Sell Opportunities Generated
- Revenue Expansion from Existing Accounts
- Training Completion and User Adoption Rates
Work Environment
- Remote, hybrid, or onsite work environment.
- Ability to travel up to 25% for client meetings, training, and go-live support.
- Occasional evening or weekend support during client go-live activities may be required.
Pay: $44,000.00 per year
Work Location: In person
