Support Specialist Lead (EHR platform billing support)

Overview Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients. Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions. We are seeking candidates in Tampa to work a hybrid schedule. Remote candidates will not be considered. Summary of the Support Specialist Lead The Support Specialist Lead will deliver advanced Level 2 support, while independently resolving complex issues and handling Level 1 and Level 2 case escalations. They will mentor and coach team members, and help drive process improvements, while also serving as a subject matter expert to ensure exceptional customer outcomes and continuous team development. Responsibilities Provide frontline support and customer service through the ticketing system Assist with Live chat and/or phone support as needed Oversee SOPs and Professional Services processes Maintain high customer satisfaction (CSAT) and SLA/SLO adherence Deliver training and consultation as needed Manage KPI reporting and service performance Support users with in-depth issue analysis and solutions Maintain SME-level knowledge Coordinate support actions with Support Management Qualifications Bachelor's degree: High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree 5+ years of related experience Must have billing/RCM knowledge and experience Knowledge, Skills, and Abilities Complete understanding of area of specialization; applies advanced problem-solving techniques Handle high-complexity tasks; works independently with judgment and interpretation Enhance relationships with internal/external partners; adapt communication style for diverse audiences Strong troubleshooting, SOP management, and KPI reporting skills Ability to coach, mentor, and motivate team members #J-18808-Ljbffr Qualifacts Systems