Clinical Tech Support (B2B SaaS) Rehab Therapists, Therapist Assistants, Rehab Technicians welcomed! Bonus Potential!

Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we’re looking to bring on a Clinical Technical Support Specialist who will serve as a Prompt software expert to customers via our email support channel and will be an integral part of our Customer Experience Team. 

This role is an unprecedented opportunity to have an immense impact on our industry leading Client Success Team that ranks 40 Net Promoter Score points higher than our competition (in other words, people love Prompt). We’re looking for someone scrappy, willing to bring new ideas, take on big challenges, and is into doubling down on what works.

We’re doing something special here and this role will be critical in taking Prompt to the next level.

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  Respond to customer questions and requests via email using our help desk platform to help them find solutions to their inquiries in an accurate and efficient manner

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  Triage tickets, perform escalations to appropriate teams, and provide all necessary details to ensure the teams are equipped to assist the customer

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  Support engineering ticket creation, review and prioritization

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  Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system

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  Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations

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  Improve and advocate for customer experience by identifying opportunities to enhance our product and service features

• 3+ years of relevant experience in customer-facing role

• Experience in a clinical position in a healthcare environment (physical therapist, therapist assistant, rehab technician, etc.

• Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software

• Proactive, self-motivated and self-directed, with the ability to learn quickly and autonomously

• Exceptional written communication skill

• Prior startup and/or B2B SaaS technology organization experience

• Experience in any function of clinical development or medical billing operations 

• Preferred Excel experience