Client Support Advocate

The Client Support Advocate – HIM/Insurance Support plays a critical role at the forefront of TruBridge’s customer service operations, specifically focused on supporting Health Information Management (HIM) and Insurance-related workflows. This position delivers exceptional service and support to end users, ensuring accurate resolution of client inquiries related to TruBridge EHR’s HIM and insurance applications.

This role requires a proactive, detail-oriented, and knowledgeable individual who can effectively listen, analyze, and solve customer problems while maintaining a high level of professionalism and efficiency.
Essential Responsibilities

• Serve as a subject matter expert in HIM and insurance-related workflows within the TruBridge EHR applications.
• Provide advanced application support and troubleshooting, resolving difficult or escalated client issues independently.
• Maintain a high level of customer satisfaction through exceptional verbal and written communication and professional demeanor.
• Accurately document customer interactions and provide detailed resolutions.
• Analyze customer questions and deliver effective solutions in a timely manner.
• Participate in the on-call rotation and provide independent support during assigned shifts.
• Collaborate with internal departments (e.g., QA, Development, Implementation) to resolve cross-functional issues and improve service processes.
• Offer feedback and recommendations to enhance training materials and support documentation.
• Mentor peers by sharing best practices and providing support on complex issues.
• Test in-house functionality and submit work requests/JIRA entries for enhancements or issue resolution.
• Contribute to department initiatives and take on projects as assigned by leadership.
• Stay informed on industry changes and TruBridge’s project roadmap to anticipate customer needs.
• Demonstrate initiative by identifying process improvements and assisting with departmental training.

Minimum Requirements:

• Excellent communication skills, both written and oral.
• Strong organizational, multi-tasking, and time-management abilities.
• Attention to detail with a commitment to follow-through and resolution.
• Ability to work independently and collaboratively.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• College degree preferred or equivalent work experience.
• Strong phone etiquette and customer service capabilities.

Preferred Qualifications:

• 3+ years of experience in customer service or support, preferably within healthcare technology.
• Working knowledge of TruBridge EHR and HIM/Insurance applications strongly preferred.
• Familiarity with hospital or clinic workflows and billing processes.
• Experience submitting or resolving support tickets, JIRA requests, or similar tools.
   

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