Sr. Product Support Specialist - Enterprise RCM
*** INTERNAL CANDIDATES ONLY"
The Sr. Product Support Specialist – Enterprise is a high-impact, Senior Tier 2 resource dedicated to the success of Raintree’s most complex and high-value healthcare clients. This role serves as the technical bridge between frontline support and Engineering, providing "white-glove" service to ensure system stability and workflow continuity. You will be responsible for resolving high-complexity issues, escalations, mentoring technical staff, and spearheading Major Incident Management (MIM) to protect Raintree’s reputation and operational excellence.
Core Responsibilities
Technical Leadership & Escalation
- Tier 2 Subject Matter Expertise: Act as the primary source of knowledge for our enterprise base when it comes to complex technical issues across Practice Management, Clinical, and Billing/Financial domains, with a focus on the Billing/RCM side of the business.
- Advanced Troubleshooting: Utilize expert-level critical thinking to deconstruct complex software behaviors, isolate root causes, and recreate bugs in test environments.
- Major Incident Management (MIM): Lead the response for high-impact service disruptions affecting the Enterprise base, ensuring rapid resolution and clear stakeholder communication.
- White-Glove Service: Provide a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactions.
Mentorship & Knowledge Management
- Team Development: Dedicate 20% of your time to developing those around you, elevating the department's collective knowledge.
- Knowledge Engineering: Lead the creation, curation, and maintenance of a robust Knowledge Base to drive self-service and improve First Contact Resolution (FCR).
- Continuous Improvement: Identify systemic challenges in products or processes and proactively propose data-driven improvement strategies.
Operational Excellence
- Strategic Time Allocation: Balance 70% of efforts on Enterprise client experience and 30% on internal strategic projects and departmental initiatives.
- Rigorous Documentation: Maintain impeccable case records, ensuring HIPAA compliance, data security, and clear follow-up commitments.
- Proactive Problem Solving: Look beyond the immediate ticket to identify and resolve underlying issues before they impact the broader client base.
Qualifications & Requirements
- Education: Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience.
- Experience: 4–6 years of SaaS application support experience; minimum 4 years specifically supporting Raintree software and the Billing/RCM Domain.
- Domain Expertise: Deep understanding of Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflows.
- Technical Aptitude: High proficiency in troubleshooting complex SaaS architectures and navigating database/integration issues.
- Soft Skills: Exceptional interpersonal and "diplomatic" communication skills; the ability to remain calm and authoritative during critical system outages.