Raintree Systems, Inc.
Sr. Product Support Specialist - Enterprise RCM - *Internal Candidates Only*
Be an Early Applicant
The Sr. Product Support Specialist provides technical leadership and support for complex healthcare client issues, ensuring system stability and workflow continuity, mentoring staff, and managing major incidents effectively.
Sr. Product Support Specialist - Enterprise RCM
*** INTERNAL CANDIDATES ONLY"
The Sr. Product Support Specialist – Enterprise is a high-impact, Senior Tier 2 resource dedicated to the success of Raintree’s most complex and high-value healthcare clients. This role serves as the technical bridge between frontline support and Engineering, providing "white-glove" service to ensure system stability and workflow continuity. You will be responsible for resolving high-complexity issues, escalations, mentoring technical staff, and spearheading Major Incident Management (MIM) to protect Raintree’s reputation and operational excellence.
Core Responsibilities
Technical Leadership & Escalation
- Tier 2 Subject Matter Expertise: Act as the primary source of knowledge for our enterprise base when it comes to complex technical issues across Practice Management, Clinical, and Billing/Financial domains, with a focus on the Billing/RCM side of the business.
- Advanced Troubleshooting: Utilize expert-level critical thinking to deconstruct complex software behaviors, isolate root causes, and recreate bugs in test environments.
- Major Incident Management (MIM): Lead the response for high-impact service disruptions affecting the Enterprise base, ensuring rapid resolution and clear stakeholder communication.
- White-Glove Service: Provide a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactions.
- Team Development: Dedicate 20% of your time to developing those around you, elevating the department's collective knowledge.
- Knowledge Engineering: Lead the creation, curation, and maintenance of a robust Knowledge Base to drive self-service and improve First Contact Resolution (FCR).
- Continuous Improvement: Identify systemic challenges in products or processes and proactively propose data-driven improvement strategies.
- Strategic Time Allocation: Balance 70% of efforts on Enterprise client experience and 30% on internal strategic projects and departmental initiatives.
- Rigorous Documentation: Maintain impeccable case records, ensuring HIPAA compliance, data security, and clear follow-up commitments.
- Proactive Problem Solving: Look beyond the immediate ticket to identify and resolve underlying issues before they impact the broader client base.
- Education: Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience.
- Experience: 4–6 years of SaaS application support experience; minimum 4 years specifically supporting Raintree software and the Billing/RCM Domain.
- Domain Expertise: Deep understanding of Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflows.
- Technical Aptitude: High proficiency in troubleshooting complex SaaS architectures and navigating database/integration issues.
- Soft Skills: Exceptional interpersonal and "diplomatic" communication skills; the ability to remain calm and authoritative during critical system outages.
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