Clinical Technical Support and Data Migration Specialist

Summary

Join Prompt, a rapidly growing company in the therapy EMR space, as a Clinical Technical Support and Data Migration Specialist. You will be a key contributor to the Customer Experience Team, providing expert software support to clients via email and assisting with data migration efforts. This role offers an opportunity to make a significant impact on a high-performing team and contribute to Prompt's continued success. You will split your time between email support and data migration, becoming a key contributor within 3-6 months. The ideal candidate possesses a strong clinical background, technical expertise, and exceptional communication skills. Prompt offers a unique and positive work environment with opportunities for growth and development.

Requirements

• 3+ years of relevant experience in customer-facing functions such as tech support or clinical treatment
• Experience in a clinical position in a healthcare environment (physical therapist, therapist assistant, rehab technician, etc)
• Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc.), clinical experience required
• Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
• Proactive, self-motivated and self-directed, with the ability to learn quickly and autonomously
• Proven ability to take complex technical concepts and explain them clearly and effectively to both technical and non-technical audiences
• Ability to manage multiple responsibilities, both independently and in collaboration with other teams
• Exceptional written communication skills

Responsibilities

• Respond to customer questions and requests via email using our help desk platform to help them find solutions to their inquiries in an accurate and efficient manner
• Triage tickets, perform escalations to appropriate teams, and provide all necessary details to ensure the teams are equipped to assist the customer
• Support engineering ticket creation, review and prioritization
• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations
• Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
• Serve as primary point of contact for customer inquiries related to data migrations, resolve questions around migration procedures and post-migration support
• Ensure accuracy and integrity of reports, working closely with customers and the engineering team to address discrepancies
• Assist in scheduling and preparing data transfers, coordinating with Client Success Managers, EDI specialists, Engineers, and customers
• Participate in the execution of data migrations, ensuring the data is transferred, reports are validated, and any issues are promptly communicated

Preferred Qualifications

• Prior startup and/or B2B SaaS technology organization experience
• Experience with Zendesk or similar customer support software
• Experience in any function of clinical development or medical billing operations (clinical operations, data management, biostatistics, system management, information management, medical monitoring, RCM follow up, claim review and submission, etc.)
• Experience with healthcare data/systems, ideally clinical/operational clinical trial data/systems
• Preferred Excel experience

Benefits

• Competitive salaries with bonus potential!
• Remote/hybrid environment
• Potential equity compensation for outstanding performance
• Flexible PTO
• Company-wide sponsored lunches
• Company paid disability and life insurance benefits
• Company paid family and medical leave
• Medical, dental, and vision insurance benefits
• Discounted pet insurance
• FSA/DCA and commuter benefits
• 401k
• Credits for online and in-person fitness classes/gym memberships
• Recovery suite at HQ – includes a cold plunge, sauna, and shower