Support Advisor

Company Overview

At Sunwave Health, we help behavioral health and addiction treatment organizations operate more effectively and deliver better outcomes for patients, caregivers, and administrators. Our platforms help clients manage patient workflows from admission to discharge, including clinical operations, billing, reporting, integrations, payment processing, insurance workflows, and other key operational needs.

Job Overview

This role is remote and must be based in the United States.

Preferred working hours are Monday-Friday, 11:00 AM-8:00 PM Eastern Time, or as close to that schedule as possible. We have some flexibility within a standard 40-hour work week, but this role is intended to provide later-day Support coverage, so regular availability through the late afternoon and early evening Eastern Time window is important.

The mission of this role is to…
Resolve common customer issues accurately and consistently, while building product and workflow knowledge through repetition, coaching, and strong process adherence. This role will initially focus heavily on RCM/billing support, so the ideal candidate should enjoy
logical thinking, reasoning through problems, working with numbers, and investigating how system configuration impacts outcomes.

The ideal candidate…
Has early-career or developing experience in SaaS support, communicates clearly, follows process, and learns quickly. EMR/RCM experience is a plus but not required. This person should be naturally curious, detail oriented, and comfortable working through puzzle-like issues where the goal is to understand why something happened, how a value was calculated, or what configuration may need to change to produce the expected result.

In this role…
You’ll handle routine tickets, document outcomes, use standard tools and macros correctly, and collaborate with senior teammates through structured escalation. You’ll also begin by building deeper knowledge in RCM-related workflows, including billing, claims, payments, configuration-driven outcomes, and related customer questions. Successful Support Advisors typically progress to Support Analyst as scope, autonomy, and domain mastery increase (often within ~12-18 months).

Reporting line
Part of Support, reporting to Support Lead.

Job Responsibilities

Triage and define tickets by asking strong discovery questions to gather required details and reduce back-and-forth; resolve common issues using established playbooks, macros, and standard troubleshooting steps
Document cases with clear, concise notes; close the loop with the customer on every interaction
Meet team response-time and quality standards; expected ticket volume varies by complexity and queue demand
Communicate clearly and calmly with customers across email, phone, and chat
Investigate RCM/billing-related questions using logical reasoning, available system information, configuration details, and documented workflows
Escalate out-of-scope issues with complete context (where it occurs, what’s happening, impact, steps tried, screenshots/logs)
Use knowledge base articles, macros, and standard tools accurately; flag gaps in documentation or process
Follow security, privacy, and compliance practices (including HIPAA expectations when applicable)
Use AI tools responsibly to draft/summarize content with human review and accountability

Job Qualifications

0-2 years experience in customer support, help desk, SaaS support, billing support, revenue cycle support, or a customer-facing operations role
Ability to follow defined processes and apply training, policies, and knowledge base guidance consistently
Strong written communication and professional customer handling skills
Comfortable learning and using support tools and basic troubleshooting workflows (ticketing system, admin console, browser dev tools basics, logs, exports/reports)
Comfort working with structured data at a basic level (spreadsheets, filters, simple formulas)
Strong attention to detail and comfort reasoning through numbers, configuration, and cause-and-effect workflows
Familiarity with Google Workspace
Bonus: exposure to healthcare workflows, behavioral health, EMR/RCM, claims, billing, payments, or insurance-related concepts

Work Environment

This position is fully remote and requires the worker to have a dedicated workspace in their home during working hours. Preferred working hours are Monday-Friday, 11:00 AM-8:00 PM Eastern Time, or as close to that schedule as possible. Flexibility within a standard 40-hour work week may be available, but this role is intended to provide later-day Support coverage. Travel may be required at a frequency of less than 5%.

Benefits and Growth

This role includes health insurance, 401(k), stipends, unlimited PTO, and the opportunity to grow within a scaling Support organization. We are looking for someone who wants to build real product knowledge, develop stronger SaaS support skills, and grow into deeper areas of expertise over time, especially within RCM, billing, and customer operations.

Open Positions

We’d love to learn more about you. Check out our open positions by clicking the link below! Thank you for your interest in Sunwave.