Provide clinic support via call queue for scheduling and EHR applications while maintaining service level agreements and documentation.
The Revenue Cycle Support Specialist provides "Best in Class" support for Included Health's Clinicians so they can focus on providing the highest level of care for our member population. This role serves in the Clinician Support pillar of the Care and Clinical Technology division within our CIO organization. Your primary responsibilities will involve communicating effectively and providing clinical application support for Included Health clinicians.
Responsibilities
- You will respond to call queue support needs for clinicians regarding scheduling, athenaOne EMR application support, prescriptions and other health care coordination needs.
- You will provide essential, advanced application support of the athenaOne EHR and other clinical applications for business departments and end users.
- You will serve as cross-functional agent with the ability to support athenaOne build and maintenance efforts.
- You will follow service level agreements (SLAs) with internal business partners and third parties.
- You will use established protocols to identify and escalate priority issues that need immediate attention
- You will provide tier 1 technical troubleshooting to clinicians
- You will collaborate with IT partners to coordinate new releases and any resolution efforts across the Level 1 and Level 2 teams.
- You will provide and maintain support documentation for knowledge base updates to be used by Level 1 and Level 2 teams.
- You will Help monitor events (down time, warnings, and exceptions) and establish communication protocol with IH clinical stakeholders.
Qualifications:
- 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
Physical/Cognitive Requirements:
- 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.
The United States new hire base hourly target ranges for this full-time position are:
Zone A: $19.73 - $25.65 + equity + benefits
Zone B: $21.70 - $28.22 + equity + benefits
Zone C: $23.68 - $30.78 + equity + benefits
Zone D: $25.65 - $33.35 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.
Benefits & Perks:
In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
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
Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
About Included Health:
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We're on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It's all included. Learn more at includedhealth.com.
Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
Top Skills
Athenaone
JIRA
Servicenow
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