Job Description:
Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients. Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.
Responsibilities for the Sr. Support Specialist I
Provide technical support to customers by researching and answering questions, troubleshooting problems, and optimizing software performance
Provide outstanding customer service, including timely, concise, and accurate responses, and proactive customer issue management, while handling all customer requests in a professional, positive, and dignified manner
Provide training and consultation
Develop knowledge in other domain areas
Begin working within additional service offerings (Live Chat, Concierge, Phone Line) and participating in NRR-based projects (LOE/SOW)
Effectively communicate (verbal, listening, and written) with team, leadership, and customers
Create a positive team environment with motivation and energy
Gain and maintain the trust and confidence of team members by demonstrating integrity, accountability, and flexibility
Utilize clearing house to process claims
Work claims within a 24-hour time period
Identify rejection trends and work towards reducing them for customers
Work with managed care networks and insurance carriers to process claims
Resolve moderate to high complexity/priority requests with consistent quality
Qualifications of the Sr. Support Specialist I
Bachelor's degree, or High School diploma with relevant EHR/Software customer service or behavioral health agency; experience may substitute for an undergraduate degree
2 years of related experience
Knowledge, Skills, and Abilities of the Sr. Support Specialist I
Ability to ask probing questions based on effective listening
Is on time and prepared for meetings; can make advanced arrangements when they are not available
Is able to own and deliver on commitments
Can proactively assist teammates with request resolutions
This is an onsite position, 5 days/week, in the Vadodara office working the NIGHT SHIFT. Hours are 6:30pm-3:30am IST. Remote applicants will not be considered.
Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
