Job Description
PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets. For over 20 years, the company has held the same vision to help the world care for vulnerable populations. Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions. Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software. With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals. Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market.
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Responsibilities:· You will handle incoming calls and web cases focused on billing and configuration questions and problems. Concepts will include general accounting and finance practices followed in the US and Canadian long-term healthcare billing industry.· You will proactively engage with facility staff/end users through various communication channels to gather details of their questions and challenges in efforts to resolve their billing queries. · Deliver an outstanding customer experience in every interaction with a goal to reach the highest level of NPS, CES and CSATs on customer surveys.· You will highlight your soft skills by responding empathetically to a variety of questions, assisting with a myriad of challenges, and resolving client concerns at first point of contact as often as possible.· You will work independently to investigate for resolutions while advancing your knowledge and skillset with the help of your peers. · Mastering time management skills, you will contribute to the self-service knowledgebase by creating and updating solution articles.Must-haves:· Digital literacy across a broad range of devices (i.e., desktops, laptops, browsers, tablets, smartphones, applications, etc.) with above average keyboarding skills, internet, computer navigation and troubleshooting.· Strong English oral and written communication and documentation skillsto ensure that all support cases capture the question or concern as described by the client using their context and words.· Ability to actively listen and type (wpm 50+) what is being described in detail while navigating the client’s path in their live database simultaneously to ensure full case details are captured prior to providing a resolution or escalating to the appropriate team/department. · Flexible and open to work rotating shifts between 6 am to 11 pm EST weekdays, with the common need for scheduled overtime, holidays and weekends as determined by business and application performance needs both planned and unplanned.Knowledge and/or experience:· A must have: accounts receivables, accounts payable, GLAP, Trust, Collections.· Overall billing, month end close, journal entries, financial reporting.· Industry knowledge a plus· Knowledge of US Payers a plus.· Keen on providing an excellent customer experience through trust and building rapport.Requirements: · You hold a Post-secondary Degree/College Diploma in Accounting, Fin
Job Specification