[Remote] Sr. Product Support Specialist - Enterprise Clinicals - *Internal Candidates Only*

Note: The job is a remote job and is open to candidates in USA. Raintree Systems is a leading provider of electronic health records (EHR) and revenue cycle management (RCM) software for the therapy and rehabilitation industry. They are seeking a Sr. Product Support Specialist for Enterprise Clinicals to provide high-level technical support and ensure system stability for complex healthcare clients, acting as a liaison between frontline support and engineering.ResponsibilitiesAct as the key source of knowledge for our enterprise base when it comes to complex technical issues across Practice Management, Clinical, and Billing/Financial domains, with an emphasis on the EMR and clinicalsUtilize expert-level critical thinking to deconstruct complex software behaviors, isolate root causes, and recreate bugs in test environmentsParticipate in the response for high-impact service disruptions affecting the Enterprise base, ensuring rapid resolution and clear stakeholder communicationProvide a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactionsDedicate 10% of your time to developing those around you, elevating the department's collective knowledgeParticipate in the creation, curation, and maintenance of a robust Knowledge Base to drive self-service and improve First Contact Resolution (FCR)Help identify systemic challenges in products or processes and proactively propose data-driven strategies for improvementBalance 80% of efforts on Enterprise client experience and 20% on internal strategic projects and departmental initiativesMaintain impeccable case records, ensuring HIPAA compliance, data security, and clear follow-up commitmentsLook beyond the immediate ticket to identify and resolve underlying issues before they impact the broader client baseSkillsBachelor's degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience3–5 years of SaaS application support experience; minimum 2 years specifically supporting Raintree software with a focus on EMR/Clinical DomainDeep understanding of Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflowsHigh proficiency in troubleshooting complex SaaS architectures and navigating database/integration issuesExceptional interpersonal and 'diplomatic' communication skills; the ability to remain calm and authoritative during critical system outagesCompany OverviewRaintree is the rehabilitation and physical therapy software of choice for enterprise and large therapy provider organizations, managing more than 50 million patient visits annually across 8,500+ therapy clinics nationwide. It was founded in 1983, and is headquartered in Chandler, Arizona, US, with a workforce of 201-500 employees. Its website is https://www.raintreeinc.com.