Senior Support Specialist I (Billing Specialist)

Technical Support Vadodara, India


Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients.  Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.
If you want to work inside an atmosphere where innovation has purpose, and your ambition works to support our customers and those they serve, please apply today!
Summary of the Sr. Support Specialist I (Billing)
The Sr. Support Specialist I (Billing) will be comfortable analyzing facts and making decisions while keeping their supervisor informed and involved as appropriate. They will adhere to ticket productivity goals and SLA/SLO requirements while resolving moderate to high complexity/priority requests with consistent quality. They should clearly understand customer business needs and formulate accurate resolutions in addressing the customer need and proactively assists teammates with request resolutions.
Responsibilities for the Sr. Support Specialist I (Billing)
  • Provide technical support to customers by researching and answering questions, troubleshooting problems, and optimizing software performance
  • Provide outstanding customer service, including timely, concise, and accurate responses, and proactive customer issue management, while handling all customer requests in a professional, positive, and dignified manner
  • Provide training and consultation
  • Develop knowledge in other domain areas
  • Begin working within additional service offerings (Live Chat, Concierge, Phone Line) and participating in NRR-based projects (LOE/SOW)
  • Effectively communicate (verbal, listening, and written) with team, leadership, and customers
  • Create a positive team environment with motivation and energy
  • Gain and maintain the trust and confidence of team members by demonstrating integrity, accountability, and flexibility
  • Utilize clearing house to process claims
  • Work claims within a 24-hour time period
  • Identify rejection trends and work towards reducing them for customers
  • Work with managed care networks and insurance carriers to process claims
  • Resolve moderate to high complexity/priority requests with consistent quality
Qualifications of the Sr. Support Specialist I (Billing)
  • Bachelor's degree, or High School diploma with relevant EHR/Software customer service or behavioral health agency; experience may substitute for an undergraduate degree
  • 2 years of related experience
  • Experience in medical billing terminology; should be able to adhere to practice policies, procedures, and protocol
  • Understanding of the entire medical billing cycle, clearinghouse rejections, coding, diagnoses, and modifiers
Knowledge, Skills, and Abilities of the Sr. Support Specialist I (Billing)
  • Ability to ask probing questions based on effective listening
  • Is on time and prepared for meetings; can make advanced arrangements when they are not available
  • Is able to own and deliver on commitments
  • Can proactively assist teammates with request resolutions
Qualifacts 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.