3R Management Suite Software Support Advocate

This position is at the very forefront of CPSI’s customer service operations and is tasked with delivering exceptional service and support experience to end users. This requires a high level of listening and communication skills to appropriately evaluate and provide resolutions. This role requires thorough analysis of customer inquiries and questions to ensure accurate problem solving and staying up to date with CPSI Client Services changes and Thrive EHR applications to deliver the most efficient and effective customer service experience.

What you will do:

Possess excellent understanding of Application Support processes and customer service expectations and is able to mentor fellow peers to ensure consistency in the delivery of quality customer support.
Capable of independent application support situation resolution for more difficult customer needs, escalated issues and/or client retention efforts.
Demonstrates ability to address customer service escalations and/or issues independently
Collaborates with fellow peers and/or management to ensure accurate and valuable feedback is obtained that translate into efficient solutions.
Able to provide suggestions and feedback to improve upon Application support processes that translate into effective and timely customer service resolutions
Displays a professional demeanor, calm and friendly disposition even during high levels of stress and word demands.
Provides training recommendations and feedback for enhanced training tools and offerings
Consistently demonstrates excellent verbal and written communication skills
Effectively communicates customer concerns regarding service and/or escalated complaint inquiries to management when appropriate to ensure timely and correct resources are applied
Diligently works on tasks and/or projects assigned by management members
Takes initiative and independently provides assistance or serves as a resource to fellow peers for customer service related needs and/or projects to improve upon processes.
Participates in the on-call rotation as per department guidelines and functions independently while on call
Demonstrates expert knowledge base of Thrive EHR application(s) assigned to for customer service support
Demonstrates a high level of independent decision making with confidence and accuracy with both internal and external customers
Advanced understanding of Thrive EHR applications best practices and ability to apply that knowledge to address customer service questions and needs
Collaborates with fellow peers from various departments to ensure application issues that have multi-departmental impact are addressed in a timely and efficient manner
Eagerly seeks educational opportunities and strives to improve upon presentation skills
Able to respond in a timely manner to all requests from leadership team and able to independently establish appropriate deadlines to ensure timely completion of assigned tasks and/or projects
Conducts advanced level of training for internal and external customer needs
Able to test in-house and write a work request/JIRA and participate in quality testing independently
Maintains an understanding of Evident project roadmaps
Promotes a positive team/work environment and exhibits strong leadership qualities

The skills you will bring:

College degree preferred or relevant work experience
Must possess excellent communication (written and oral) and interpersonal skills.
Must possess excellent customer services skills, including phone etiquette.
Must possess strong organizational, interpersonal, communication, and verbal presentation skills.
Must possess strong computer skills including Word, Excel, and Outlook.
Willingness to travel as needed - 25% travel

We would love it if you have:

Minimal of three (3) years’ experience with customer service including but not limited to sales, implementation and support of the Thrive EHR services.
Familiarity with the operations of a healthcare facility.
Experience with Payroll, Human Resources and Finance

Why join our team?

If you join us, you will receive:

Work remotely with a work/life balance approach
Robust benefits offering, including 401(k)
Generous time off allotments
10 paid holidays annually
Employer-paid short term disability and life insurance
Paid Parental Leave

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