Company Overview: Comprehensive practice management solutions for the elective medical industry are essential for improving efficiency, and the client-centric culture of the PatientNow team is well-poised to continue delivering solutions that allow our customers to spend more time where they want to, with their patients. With our expanding line of products, we demonstrate our commitment to delivering purpose-built technology to medical aesthetics and wellness service providers in our ever evolving market. PatientNow continues to see Med Spa business growth, in addition to expansion in the areas of nutrition, weight loss and hormone replacement. PatientNow’s goal is to be the elective medical industry’s most trusted and intuitive practice management solution— fueled by innovation, integration, and strategic partnerships, delivered by a team with unrivaled grit.
Vision - Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.
Mission - PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.
Values –
- Show up – being present and supportive: for each other through collaboration and respect, for our customers with exceptional service, and for the business with dedication to excellence and growth.
- Own the outcome – By understanding the objective, exceeding expectations with pride, confirming resolution, communicating early and often, and continuously learning and improving.
- Be Authentic - By sharing thoughts and opinions, keeping promises, showing your true self, and engaging with respect.
Position Summary: The Support Specialist will provide PatientNow software application support and technical support to end-users (customers) by performing a question diagnosis while guiding users through step-by-step resolution for EMR/PM/Medical CRM software. Support will be provided by clearly communicating solutions, instructions and best practices in a user-friendly, professional manner. Representatives will strive to achieve great outcomes with every call.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assist clients with all aspects of our software with a focus on helping them maximize efficiency, profits and client satisfaction.
- Diagnose and resolve software and hardware issues involving PatientNow software and other related hardware including document scanners, barcode readers, cameras and credit card equipment.
- Identify and escalate priority issues per department procedure.
Accurately process and record cases in the CRM ticketing system - Offer alternative solutions where appropriate with the objective of each customer having a wonderful experience.
- Follow up and make scheduled callbacks to customers where necessary
- Stay current with PatientNow software and the industry.
Competencies: To perform the job successfully, an individual should demonstrate the following.
Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
Education/Experience:
- Prior software support experience
- Technical acumen and the ability to diagnose and resolve client issues in a timely manner
- Prior support or training experience with EMR and Practice Management software.
- Ability to use CRM and ticketing system
- Ability to use remote access software such as LogMeIn Remote
- Proper phone etiquette;
- Ability to speak and write clearly and accurately;
- Knowledge of customer service principles and practices;
- Effective listening skills;
- Multi-tasking capabilities
Supervisory Responsibilities: This position does not have supervisory responsibilities.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods.