Partner Services Coordinator Specialist

Partner Services Rockville, Maryland


Credible Behavioral Health Software is a leading Behavioral Health Enterprise Software company based in Rockville, MD and provides an Electronic Health Record (EHR) to the growing US Behavioral Health market. With several years of double-digit growth, Credible is expanding our team in our Rockville, MD office and nationally. Credible’s Mission is paramount and central to our success: Improving the quality of care and lives in behavioral health for clients, families and providers. If you are interested in combining a mission driven position with a fast paced, results oriented culture, please apply today.

Join the Credible Team!

Duties and Responsibilities:

  • Work collaboratively with Support Staff to determine billing configuration inconsistencies and completion
  • Work collaboratively with the Support Leadership to improve internal processes
  • Understand how to read and interpret EDI files
  • Understand and consistently apply Credible’s Best Practice workflows for pre-billing, batching, and posting
  • Understand and consistently apply Credible’s Best Practices for billing configuration and testing
  • Maintains confidentiality; adheres to all HIPAA guidelines/regulations
  • Learn and develop a thorough understanding of Credible software
  • Complete Credible New Employee Orientation program
  • Completion of Credible’s product knowledge and training
  • Provide technical support to users by researching and answering questions; troubleshooting problems; optimizing software performance
  • Provide outstanding Partner Service, including timely, concise, and accurate responses, proactive Partner Issue management, while handling all Partner requests in a professional, positive, and dignified manner
  • Provide training and consultation, as needed, on functionality in the software
  • Resolve Partner tickets associated with Partners in a quality fashion
  • Respond to all Partner tickets within SLA & BSA timelines
  • Communicate with the Partner on the progress of resolving their support ticket(s)
  • Proactively contact Partners via email and phone in support of resolving tickets
  • Ensure all support and communication is logged into the Credible support system
  • Actively track time spent while documenting and updating status within Credible’s Ticket Tracking software for each support ticket
  • Provide exemplary support and knowledge of Credible proprietary software for successful utilization and optimization for Credible Partners
  • Coordinate support actions with Partner Relations Manager(s) and carry out action plans as necessary
  • Clear understanding of Credible’s:
    • Culture
    • Corporate structure
    • Lines of business
  • Other Duties as assigned by Supervisor


Initial Key Drivers:

Learn and master Credible's Software including:

  • Partner configuration
  • Data Dictionary interface
  • Clinical interface
  • Billing configuration and troubleshooting
  • Form Builder
  • Custom Query Builder
  • Credible Business Intelligence reports
  • Meaningful Use configurations and certifications
  • Security and reporting matrixes
  • Inpatient Module
  • Additional software functionality and services as they are developed

 Provide Partner support via:

  • Manage Partner’s tickets via Credible’s Tasks system to handle technical issues, answer questions, and manage feature requests
  • Participate in phone support calls utilizing web meeting software
  • Efficiently manage tickets by following Credible process and procedures
  • Complete accurate documentation of support calls following outlined documentation standards
  • Thorough time tracking of support provided to Credible Partners
  • Interaction with the Credible Technical Team(s) to explain reproducible software errors/bugs and/or inefficiencies (verify, reproduce errors, document errors, track corrections)
  • Enter information into multiple screens while listening to information from Partners
  • Assist other departments in training, configuration, documentation creation or troubleshooting as needed and necessary
  • Other duties customarily associated with Partner Services Coordinators, as well as other duties as necessary


Position Qualifications

  • Interest in behavioral health and technology/software
  • Must have ability to work with patience, kindness, courtesy, respect, and efficiency in all customer relations
  • Ability to think quickly and logically to ensure expedient response to customer inquiries
  • Basic SQL and relational database knowledge
  • Must exhibit professionalism at all times
  • Must be a team player and willing to assist when the need arises
  • Strong problem solving and critical thinking skills
  • Must be able to juggle multiple priorities and deliver quality work
  • Previous medical billing experience along with knowledge of billing related reporting; 3-5 years’ experience in Behavioral healthcare billing & collection practices
  • Experience in Quality Review/Auditing of EHR configuration
  • Experience working with medical payers such as Medicare, Medicaid, commercial insurances
  • Working knowledge of medical billing systems/software
  • Working knowledge of CPT and ICD-9/ICD-10 coding systems; Coding certification preferred
  • BA/BS preferred
  • Excellent organizational skills
  • Proficiency in Microsoft Office Suite

Credible is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.