职位描述

Role Overview

Join PracticeTek as a Technical Support Specialist, contributing remotely or in a hybrid capacity if located in San Diego, CA; Las Vegas, NV; or Green Bay, WI. This role is embedded within a vibrant tech environment aimed at transforming healthcare through innovative retail-healthcare technology solutions used by over 40,000 clinics worldwide.

About PracticeTek

PracticeTek pioneers healthcare technology in retail sectors such as Chiropractic, Wellbeing, Vision, and Dental, offering platforms that facilitate clinical workflows, practice management, analytics, digital intake, marketing, EHRs, and payment solutions. The company's culture prioritizes growth, collaboration, and purposeful impact, fostering an environment where employee achievements and innovative thinking are celebrated.

Key Responsibilities

Set up and maintain electronic claims integrations, clearinghouse connections, and billing workflows within RevolutionEHR to enable efficient claims management.
Engage with customers directly to resolve issues in claims submission, remittance, and billing through multiple communication channels including phone, email, chat, and scheduled sessions.
Collaborate closely with clearinghouse partners to address customer concerns, manage onboarding tasks, and enhance claims processing efficiency.
Create and update educational materials such as training guides, video tutorials, and personalized coaching to enhance user proficiency with the platform.
Work alongside Product, Quality Assurance, and Customer Success teams by documenting customer feedback, identifying frequent issues, and supporting product testing to improve overall quality.

Success Metrics

Achievement of timely resolution of claims and billing support inquiries that aligns with service-level agreements while ensuring strong customer satisfaction.
Accurate and prompt completion of electronic claims setup and clearinghouse onboarding processes, minimizing delays.
High customer satisfaction ratings for claims-related support meeting or exceeding team benchmarks.
Maintained accuracy and completeness of customer interaction documentation within CRM and support systems.
Contribution to improving product quality through effective feedback, escalation, and testing activities.

Required Qualifications

At least two years' experience in clinical, practice, or office roles within optometry, ophthalmology, or eye care settings.
Familiarity with electronic healthcare billing procedures including the 837 claims format, CMS-1500 submissions, and remittance posting.
Experience with EMR/EHR platforms and healthcare technology tools.
Strong analytical and problem-solving capabilities enabling independent issue investigation and resolution.
Excellent communication skills with a customer-centric approach to remote support delivery.
Proficiency in Microsoft Office suite and remote collaboration software.
Knowledge of HIPAA compliance and healthcare data privacy is advantageous.

Employee Benefits and Culture

Comprehensive health, dental, and vision insurance plans.
Wellness programs supporting lifestyle and mental health.
Flexible paid time off, including sick leave and 10 company-paid holidays annually.
401(k) retirement plan with company matching contributions.
An active Culture Committee promoting engagement, fun, and inclusion.

Compensation and Legal Information

The expected pay range for this position is $23 to $28 per hour, with eligibility for benefits and potential bonuses or equity. PracticeTek is an equal opportunity employer committed to diversity and inclusion. Employment is at-will and not bound by this job description.

Technical Support Specialist