EMR/RCM Customer and Product Support Advisor
We are seeking a Techno-Functional Analyst to join our Customer and Product Support team at Sunwave Health, a leading Behavioral Health SaaS provider. In this role, you will leverage your experience with EMR (Electronic Medical Records) and/or RCM (Revenue Cycle Management) systems to drive customer satisfaction by addressing inquiries, managing support tickets, troubleshooting technical issues, and gathering customer requirements. Please note, on-call support during select weekends is required.
- Build strong relationships with clients by understanding their needs and delivering timely customer and product support to enhance their experience with Sunwave’s products.
- Provide comprehensive technical and functional support for Sunwave systems, troubleshooting issues related to workflows, data, and system integration.
- Handle escalated issues that require advanced troubleshooting skills and deep product knowledge.
- Gather customer requirements and perform initial functional analyses.
- Collaborate closely with Product Management and Engineering teams to ensure customer needs are accurately represented and prioritized in the product development process.
- Bachelor’s degree in Information Systems, Healthcare IT, Computer Science, or a related field.
- 3+ years of experience within the healthcare industry, ideally in Behavioral Health, with a deep understanding of EMR and/or RCM systems—including admissions, clinical workflows, billing, insurance claims processing, posting, collection, and accounting reporting.
- 3+ years of experience working with SaaS products.
- 3+ years of experience as a Customer and Product Support Advisor.
- Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders while understanding the needs of healthcare professionals.
- Strong analytical and problem-solving skills.
- Self-motivated, results-oriented, and driven to meet and exceed goals.
- Proficiency in ticketing systems such as Salesforce or JIRA.
- Ability to work effectively independently and collaborate across multiple departments in a deadline-driven environment.
Why Join Sunwave
At Sunwave, we win as a team. We stay curious and have fun innovating for a greater cause. If you love being a part of a team that delivers high quality technology at a rapid rate, you’ve found your place at Sunwave.
Company Benefits
- Paid Time Off
- Medical Insurance
- Vision & Dental Plan
- Business Casual Environment
- Flexible Locations
