Customer Support Specialist
Team: Customer Support
Reports To: Customer Support Manager
Location: Hybrid, Green Bay, WI
About PracticeTek
Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary; we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!
We’re on a mission to revolutionize healthcare practices effortlessly, and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision, and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.
We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.
At PracticeTek, you’ll get to:
- Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
- Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
- See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.
- Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.
Why You’ll Love It Here:
As part of the TekTribe, you’ll enjoy:
- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall well-being
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match to help you build your future
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
The Customer Support Specialist I role exists to assist new clients with the implementation of our integrated clearinghouse services. This role creates revenue opportunities for the company by providing the clients with integrated options that allow a more seamless billing process and could save them time and positively impact their revenue stream. The overall objective of this role is to assist and guide the client with tasks required for implementation, notify them of next steps, and address any questions or concerns that may arise during the process.
* This position follows a hybrid schedule, with 3 days per week required in the Green Bay, WI office.*
Areas of Accountability:
The Customer Support Specialist I is accountable for delivering the following outcomes:
- Provide an exceptional customer experience through timely communication, clear feedback, and expert clearinghouse enrollment support.
- Serve as the primary point of contact for customers during the Clearinghouse Implementation process.
- Responsible for clearing house implementation including setup of customer’s account
- Support clinics in enabling electronic billing by facilitating accurate clearinghouse setup and payer-specific enrollments.
- Guide customers through the enrollment process, monitoring progress, ensuring timely approval, and assisting with troubleshooting any enrollment-related issues.
- Drive timely activation of clearinghouse services, aiming for production readiness within thirty days of sale, dependent on complexity.
- Respond to and resolve basic product and account inquiries, collaborating with the Clearinghouse Vendor and Customer Success teams to ensure prompt resolution.
- Protect patient and provider data by adhering to all HIPAA privacy and security requirements.
- Maintain a high level of professionalism when handling written and verbal client inquiries consistently representing the organization with courtesy and accuracy.
- Document, track, and monitor all customer interactions accurately in Salesforce to maintain data integrity.
- Troubleshoot routine technical and process issues, including login problems, setup questions, and basic configuration needs.
- Escalate unresolved, urgent, or complex issues to Customer Success teams or Leadership in a timely and appropriate manner.
- Provide professional and timely support via phone and email, ensuring a high level of responsiveness.
- Escalate client concerns promptly when they pose risks to onboarding timelines, enrollment completion, or customer satisfaction.
- Ensure department deadlines and service expectations are met through effective time management and prioritization.
Your unique talents are what make you shine. For this role, success looks like:
- Experience: Minimum of two (2) years of clearinghouse enrollment or medical billing experience; experience with Change Healthcare, Waystar, or TriZetto preferred.
- Minimum of two (2) years of experience with Salesforce, demonstrating proficiency in maintaining clean and accurate data through its various functionalities.
- Prior experience managing a client assignment load of 40+ clinics or equivalent volume.
- Consistently upholds high ethical standards and takes ownership of outcomes.
- Exceptional written and verbal communication skills with the ability to convey information clearly and professionally
- Ability to manage multiple tasks simultaneously while maintaining strong attention to detail.
- Previous customer service experience is highly desirable.
- Comfortable handling a high volume of incoming calls with professionalism and composure.
- Strong time-management and organizational abilities with a proven ability to stay focused in a fast-paced environment.
- Demonstrates a proactive, self-motivated approach with a strong desire for continuous learning and professional growth.
Ready to Join?
If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better. Together.
The Fine Print (That Really Matters)
At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $20 - $22/Hr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.
PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.
This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.