Customer Success Associate (RevEHR)

PracticeTek Overview: 

RevolutionEHR (a PracticeTek company) is a fast-growing and leading eyecare software company providing a cloud based Electronic Health Record and practice management software for optometry to over 4,500 providers and 35,000 users in the US and Canada is looking for a Customer Support Associate. Customer Support Reps are the first line of contact for our customers. This role requires an outstanding level of customer service and electronic health record software experience. Our Customer Support team works together and utilizes other departments to ensure the needs of our customers are addressed quickly and thoroughly. With RevolutionEHR’s consistent growth, it truly is an exciting time to be part of our growing team! 

Customer Success Department: 

The Customer Success Department is vital for our company, assisting our customers by troubleshooting and/or providing information regarding the software. Each customer interaction will require creative thinking and expertise to solve the problem. It is essential to work with different departments to ensure the software functions to its full capacity and to delight our customers. 

Purpose: 

As a Customer Success Associate at RevolutionEHR (a PracticeTek company), you’ll benefit from a defined career path that will develop your communication skills and product knowledge, as well as your troubleshooting capabilities. Our team is focused on ways to grow our company and creating new opportunities for employees to develop their career.

The position is based in San Diego, CA with a hybrid work schedule of 3 days per week in office.
Areas of Accountability: 

Our Customer Support team members are important members of our team, ensuring our RevolutionEHR customers receive the highest quality support when using the software platform. Typically, responsibilities include, but are not limited to: 

• Support existing customers by answering questions and resolving issues via phone, email, and Live Chat. 
• Create training videos and other content related to your areas of expertise 
• Provide content for articles within the Knowledge Base 
• Host one-on-one sessions with new customers to provide guidance as deemed necessary by the Implementation Team. 
• Document all customer communications in our CRM program. 
• Provide input to our Product Development Team for future releases of the software. 
• Assist the Quality Assurance Team with testing of new development as needed 

Competencies for Success: 

• Minimum two years Clinic/In-office or in-practice experience in an eye care setting required
• Experience with EMR/EHR software required as technician/paraoptometric, optical assistant, office administrator, manager or optician performing duties such as: 
  • Patient scheduling 
  • Preliminary testing 
  • Optometric billing and coding 
  • Dispensary 
  • Optical product ordering (Frames, Lenses, Contact Lenses, etc.) 
• Passionate, customer-champion with proven ability to provide remote customer support 
• Ability to research answers and provide solutions quickly and independently 
• Clear and concise communication skills 
• Proficiency in MS Office applications; adept knowledge of application sharing tools and environments 
• HIPAA requirements knowledge 

PracticeTek is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.