Customer Support Specialist-RCM

At Commure, our mission is to simplify healthcare. We have bold ambitions to reimagine the healthcare experience, setting a new standard for how care is delivered and experienced across the industry. Our growing suite of AI solutions spans ambient AI clinical documentation, provider copilots, autonomous coding, revenue cycle management and more — all designed for providers & administrators to focus on what matters most: providing care.

Healthcare is a $4.5 trillion industry with more than $500 billion spent annually on administrative costs, and Commure is at the heart of transforming it. We power over 500,000 clinicians across hundreds of care sites nationwide – more than $10 billion flows through our systems and we support over 100 million patient interactions. With new product launches on the horizon, expansion into additional care segments, and a bold vision to tackle healthcare's most pressing challenges, our ambition is to move from upstart innovator to the industry standard over the next few years.

Backed by world-class investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital, Elad Gil, and more, Commure has achieved over 300% year-over-year growth for the past two years and this is only the beginning. Healthcare's moment for AI-powered transformation is here, and we're building the technology to power it. Come join us in shaping the future of healthcare.

About The Role
Our Customer Support team works 1:1 with doctors across the United States. They personally troubleshoot and escalate technical issues from our Bangladesh office. We expect our Customer Support Specialist to be hungry for a new opportunity to learn and grow in a position that is equal parts of customer success and technical support. If you are passionate about serving customers, have a strong sense of collaboration, and learn technical troubleshooting steps quickly, this may be the perfect role for you

Responsibilities

• Customer Support:

• Respond to customer requests with clear, professional, and empathetic communication using excellent verbal and written English skills.

• Ensure timely resolution of requests in line with our Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).

• Adhere to escalation protocols and collaborate with other departments for proper follow-ups.

• Cross-Functional Collaboration:

• Collaborate with internal teams, such as Account Management, Engineering, Operations, to resolve customer issues.

• Escalate concerns appropriately and ensure updates are shared with the relevant stakeholders.

• Basic Task Management:

• Assist with daily tasks, such as tracking customer requests, updating systems, and documenting resolutions.

• Follow clear instructions to complete assigned workflows accurately and on time.

• Reporting and Follow-Up:

• Share updates on completed tasks and escalate any challenges to the relevant teams.

• Support the team in keeping records organized and maintaining basic reports on progress.

Requirements

• Education:

• Master's or Bachelor's degree in any discipline from a reputed university is preferred.

• Experience:

• 0-2 years of experience in customer support or technical support preferred.

• Skills:

• Excellent verbal and written English communication and documentation skills.

• Proven ability to learn technical concepts and workflows quickly, either through education or previous roles.
• Empathy for customers and a strong sense of accountability to drive issues to resolution.
• Strong multi-tasking skills with the ability to prioritize tasks effectively in a fast-paced environment.
• Comfortable working hybrid/night shifts to accommodate US time zones.
• Comfortable learning and using tools like Zendesk, Excel, and internal systems.

Details

• Work Shift: Night (On-site)
• Weekdays: Monday to Friday

Commure + Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Please be aware that all official communication from us will come exclusively from email addresses ending in
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. Any emails from other domains are not affiliated with our organization.

Employees will act in accordance with the organization's information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.