• Provide support across our full customer base via various channels, addressing complex product and technical inquiries with accuracy and efficiency. • Maintain a positive, empathetic, and professional attitude toward customers at all times. • Perform thorough root cause analysis for issues, identifying trends and recommending corrective actions. • Assist users in navigating the software, managing patient accounts, and utilizing features effectively. • Guide customers on best practices for revenue cycle management, claims submission, payment processing, collections, and denial management within our platform. • Maintain detailed records of customer interactions, resolutions, and follow-up actions following established procedures. • Identify, document, and escalate software bugs, system limitations, or recurring issues to product and engineering teams. • Ensure strict adherence to HIPAA and healthcare data security regulations in all customer interactions and data handling. • Collaborate effectively with payers (insurance companies), Clearinghouses, and internal teams (e.g., enrollments, product, engineering) to troubleshoot and resolve escalated issues. • Collaborate with training teams to improve self-help documentation, FAQs, and user guides. • Meet or exceed established performance metrics, including customer satisfaction, resolution time, and quality benchmarks. • Handle a high volume of inbound calls daily, ensuring timely and accurate responses to customer inquiries.