Customer Support // US Healthcare Experience

About PracticeSuite

PracticeSuite is a leading cloud-based Healthcare SaaS provider offering an end-to-end platform for medical practices including Practice Management, Medical Billing, and Electronic Health Records (EHR) systems. Our solutions support thousands of providers across the United States, helping them streamline clinical, administrative, and financial operations.

Position Overview

We are seeking a Customer Support Analyst with hands-on experience in US Healthcare operations to join our dynamic support team. This role is responsible for assisting healthcare clients with software usage, troubleshooting issues, and ensuring high levels of customer satisfaction.

The ideal candidate will have a strong understanding of US healthcare processes such as patient registration, insurance verification, billing, payments, and claim management, along with familiarity with medical software systems.

Key Responsibilities

• Provide first-line support to PracticeSuite customers via phone, chat, or email, resolving functional and technical queries.

• Assist users with day-to-day operational issues related to Practice Management, EHR, and Billing modules.

• Troubleshoot issues related to claims processing, denials, ERA posting, and patient statements.

• Guide clients through product features, workflows, and best practices to maximize efficiency.

• Document, track, and follow up on customer issues using the company's CRM/ticketing system.

• Collaborate with technical, QA, and product teams to escalate and resolve complex cases.

• Maintain an up-to-date understanding of US healthcare regulations, payer processes, and medical coding standards.

• Contribute to knowledge base documentation and participate in continuous process improvement.

Required Skills & Qualifications

• Bachelor's degree in Healthcare Administration, Business, IT, or a related field.

• 24 years of experience in US healthcare operations or healthcare software support.

• Solid understanding of US medical billing workflows including CPT, ICD-10, and HCPCS codes, insurance eligibility, and claims life cycle.

• Familiarity with EHR and Practice Management software (e.g., PracticeSuite, Kareo, Athenahealth, AdvancedMD, etc.).

• Strong analytical and troubleshooting skills.

• Excellent communication skills (verbal and written) and a customer-focused attitude.

• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Preferred Qualifications

Prior experience supporting a US-based healthcare software or RCM company.

Working knowledge of HIPAA compliance and data security best practices.

Experience using ticketing tools (like Zendesk, Freshdesk, or Jira).

Basic understanding of SQL or data querying for issue analysis.

Why Join PracticeSuite

Be part of a fast-growing, innovative SaaS company transforming healthcare technology.

Collaborative and inclusive work culture.

Competitive salary and benefits.

Continuous learning and growth opportunities.