RCM Service Analyst

Department: RCM Service

Reports To: Service Manager

Location: Lincoln, NE

Employment Type: Full-Time, Exempt

About TELCOR

Founded in 1995 and headquartered in Lincoln, Nebraska with an office in San Francisco, California, TELCOR is a proven leader in healthcare software, delivering Point of Care (POC) middleware, Revenue Cycle Management (RCM) software, RCM managed billing services, and AI-driven solutions to hospitals, health systems, and independent laboratories nationwide. TELCOR is Great Place to Work Certified®, and our core values — integrity, innovation, dedication, acceptance, passion, and collaboration — guide how we build products and work with one another.

Introduction

The Service Analyst is responsible for providing excellent service for all TELCOR customers, both internal and external. Primary responsibilities include providing support and education for TELCOR’s RCM product line in response to customer inquiries; escalating issues as appropriate, participating and managing customer and TELCOR projects under supervision. Additional responsibilities include updating and maintaining product specifications; developing, maintaining, and updating processes and procedures; developing and maintaining operational product knowledge; participation in customer version upgrades and subsequent release activities.

Job Responsibilities

• Provide and promote service excellence, triage, and determine priority of issues
• Develop and maintain RCM product line knowledge
• Follow established procedures to provide support to TELCOR RCM customers
• Respond to customers in a professional, friendly, timely and helpful manner
• Gather and organize information for customer reported issues
• Provide customers with assistance for RCM product line related questions and ensure that the customer has the knowledge and tools to function independently
• Perform investigation of reported issues, which may include basic SQL queries and reviewing software specifications to troubleshoot issues
• Maintain records of communication, issues and remedial actions taken in CRM
• Attain the skills needed to evaluate and determine requirements for set up or alteration of RCM configurations to meet customer goals and workflow requirements
• Confer with customers and management to establish requirements for new RCM applications and/or enhancement requests
• Refer critical application problems to management
• Train customers to work with RCM products
• Participate in customer and TELCOR meetings
• Notify TELCOR Management of new business opportunities
• Recommend new or modification of internal processes that serve new purposes, improve workflow, customer satisfaction or product quality
• Collaborate with the RCM Product Line team to ensure successful solutions for issues.
• Continue education and professional development
• Participate in the on-call rotation for customer service, as needed
• Participate in User Conference activities, including preparation and delivery of presentations supporting service activities and TELCOR User Group conference sessions
• Assist with and manage customer and TELCOR projects, under supervision
• Recommend and provide guidance for execution of revenue cycle process improvements
• Evaluate customer satisfaction
• Present product enhancement requests and possible solutions to RCM Management Team
• Assist with coordination for installation or software updates of RCM applications following TELCOR procedures
• Evaluate, troubleshoot and resolve/escalate customer reported technical issues
• Develop and/or maintain internal documentation for TELCOR RCM product line and departmental procedures
• Develop and maintain standards, guidelines, and specifications for RCM applications
• Analyze data and develop solutions or alternative methods of proceeding
• Travel to customer sites to facilitate workflow analysis and resolve customer issues
• Collaborate with others in the organization to ensure successful, quality-oriented solutions.
• Ensure customer billing milestones for add-on projects or work orders are communicated to management
• Support product team efforts by writing and/or updating product FSMs and conducting High Risk Assessments
• Assist with training and mentoring new TELCOR associates to facilitate development of skills critical to their job function
• Performs other duties as assigned or needed

Required Qualifications

• Bachelor’s degree or equivalent experience in lieu of degree
• Must be able to attain detailed, ongoing understanding of the RCM application and Service guidelines
• Ability to tailor communication to address various audiences
• Must be able to provide excellent customer service, have knowledge of principles and processes for providing customer support.
• Ability to exercise good judgment in decision-making, manage multiple priorities, and use initiative in managing job responsibilities
• Experience evaluating workflow, analyzing data, software testing, documentation of operating procedures preferred
• Must be able to uphold confidentiality and comply with federal, state, and company policy, procedures, and regulations
• Self-motivated, analytical, quick learner, organized, detail oriented, multi-tasker, self-disciplined in time management
• Ability to participate in on-call rotation for after-hours, critical support of RCM customers
• Experience with healthcare billing, software support experience and/or customer support experience preferred
• PC literate - must know Windows® operating system environments and MS Office products
• Fluent in written and spoken English language is required

Preferred Qualifications:

• Understanding medical terminology is preferred

TELCOR is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other characteristic protected by law. All trademarks, service marks, trade names, trade dress, product names and logos appearing herein are the property of their respective owners. Microsoft, Windows, Crystal Reports and SQL Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.