About Optivate

Optivate is a leading provider of healthcare technology software solutions purpose-built for ophthalmologists and eye care specialists. The company's solutions, which include EMR, practice management, patient engagement, image management, and RCM and billing services are designed to streamline clinical documentation workflows and improve daily practice efficiencies for eye care professionals. 

Position Summary

We are seeking a long-term, tech saavy, and organized Customer Service & Billing Representative to join our team. The Customer Service & Billing Representative is on the front lines handling phone calls, scheduling, billing, and seeing clients through their software implementations and full customer life cycle. Customer Service & Billing Representatives consistently deliver professional and engaging interactions with clients, their staff, and company partners while working to uphold the ideals and standards of Optivate. 

Job Duties

• Provide customer support and troubleshooting via phone and email, maintaining thorough documentation of every customer interaction in the CRM system
• Maintain up to date payment authorizations and billing info for subscription-based products purchased by customers
• Serve as the first point of contact for customers as they begin their EMR setup, guiding them through onboarding and providing support throughout the full customer lifecycle
• Appropriately escalate customer issues to respective teams including technical support, training, and development teams while maintaining ownership of resolution follow-up
• Manage and oversee the initial customer setup process, ensuring proper legal compliance, systems configuration, and HIPAA compliance requirements are met
• Process account modifications including user additions/removals, license adjustments, and subscription changes

Qualifications

• High School Diploma or equivalent
• Two (2) to five (5) years of experience in technical support, customer service, billing, or software implementation roles
• Ability to work remote
• Outstanding communication skills, both oral and written, with ability to explain technical concepts clearly to diverse audiences 
• Attention to detail and comfort with numbers, bookkeeping and subscription billing programs
• Proficiency in remote troubleshooting and guiding clients through complex resolution steps
• Experience with ticketing systems and customer relationship management

Nice to Have

• Experience with EMR/EHR systems, particularly in healthcare technology implementations
• Background working in Ophthalmology, Optometry, or Ambulatory Surgery Center environments
• Experience with optical software systems and patient engagement platforms
• Knowledge of healthcare workflows and industry-specific requirements
• Experience with QuickBooks, subscription management software such as Recurly

What we Offer

• Competitive salary
• Remote work model with flexibility and work-life balance
• Comprehensive benefits including medical, dental, vision, and 401(k)
• Generous paid time off and holiday schedule
• Opportunity to grow within a mission-driven and innovative healthcare tech company