Revenue Cycle Support Specialist

Summary

Join Included Health as a Revenue Cycle Support Specialist and provide exceptional support to clinicians, enabling them to focus on patient care. You will be responsible for handling clinician inquiries via call queue, providing athenaOne EMR application support, and coordinating healthcare needs. This role requires advanced application support of athenaOne EHR and other clinical applications. You will collaborate with IT partners, maintain support documentation, and monitor system events. The position demands strong customer service skills, healthcare knowledge, and experience with EHR/practice management tools. Included Health offers a competitive compensation package and a remote-first culture.

Requirements

• Bachelor's Degree or equivalent experience in a Healthcare IT support setting
• Proven experience using EHR/practice management tools such as AthenaOne
• 3-5 years of call center experience related to clinician support
• Experience with Jira, ServiceNow or other service desk ticketing applications
• Exceptional customer service skills
• Knowledge of Healthcare and medical terminology
• HIPAA certified
• Capability to remain seated in a stationary position for prolonged periods
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment

Responsibilities

• Respond to call queue support needs for clinicians regarding scheduling, athenaOne EMR application support, prescriptions and other health care coordination needs
• Provide essential, advanced application support of the athenaOne EHR and other clinical applications for business departments and end users
• Serve as cross-functional agent with the ability to support athenaOne build and maintenance efforts
• Follow service level agreements (SLAs) with internal business partners and third parties
• Use established protocols to identify and escalate priority issues that need immediate attention
• Provide tier 1 technical troubleshooting to clinicians
• Collaborate with IT partners to coordinate new releases and any resolution efforts across the Level 1 and Level 2 teams
• Provide and maintain support documentation for knowledge base updates to be used by Level 1 and Level 2 teams
• Help monitor events (down time, warnings, and exceptions) and establish communication protocol with IH clinical stakeholders

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Paid Time Off ("PTO") and Discretionary Time Off ("DTO")
• 12 weeks of 100% Paid Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies
• Work-From-Home reimbursement to support team collaboration home office work