Description
SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform interprets the nuances behind every patient story and makes clinically-sound recommendations for revenue cycle teams — helping hospitals recover earned revenue, improve quality metrics, reduce denials, and streamline revenue cycle operations. As a Smartian, you’ll help build technology that makes healthcare more accurate, sustainable, and effective for everyone. Learn more at smarterdx.com/careers.
Role
SmarterDx is seeking a part-time Client Support Analyst (no more than 25 hours a week, 8AM - 12PM ET or 5PM-12PM ET) who thrives on solving complex problems and taking ownership from initial intake through resolution. As the first point of contact for our clients, you'll investigate technical and workflow issues, determine the appropriate next step, communicate clearly with stakeholders, and independently drive tickets forward while collaborating with internal teams when additional expertise is needed.
Success in this role requires strong critical thinking, sound judgment, exceptional written communication, and the ability to distinguish between issues you can resolve independently and those requiring escalation. Our Client Support Analysts are expected to investigate thoroughly, leverage documentation, and use internal experts as collaborative resources—not as routine decision makers.
Our Client Support team values ownership over handoffs. Client Support Analysts are expected to investigate issues thoroughly, leverage documentation and historical knowledge, communicate proactively with clients, and use teammates as collaborative partners rather than approval checkpoints. Success is measured not only by responsiveness, but by judgment, accountability, and the ability to consistently move clients issues toward resolution.
What You'll Do
- Serve as the initial point of contact for end user inquiries, providing timely and effective support via email, chat, and chat
- Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges
- Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems
- Escalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problem
- Stay up-to-date with product updates and features to provide accurate and current support
- Own clients issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward
- Investigate problems using internal documentation, historical tickets, product knowledge, and available troubleshooting tools before escalating
- Determine the most appropriate next step based on available information rather than waiting for direction
- Communicate clear, concise updates to clients and internal stakeholders throughout the lifecycle of a ticket
- Escalate issues only after documenting investigation findings, attempted resolutions, and remaining blockers
- Balance competing priorities while maintaining momentum across multiple active client issues
What You Bring
- 3-5 years experience in technical support or client service roles, preferably in healthcare technology or SaaS
- Must have strong experience in at least two of the following:
- Technical troubleshooting and problem-solving
- Clinical documentation improvement (CDI) processes
- Healthcare information systems/electronic medical records (EMRs)
- Excellent communication skills, with the ability to explain technical concepts to non-technical users
- Strong empathy and patience, with a genuine desire to help users succeed
- Experience with Jira, Zendesk, or other ticketing systems
- Experience with Slack
- Ability to quickly learn and adapt to new technologies and processes
- Excellent time management and prioritization skills in a remote environment
- Proactive approach to identifying and resolving potential issues before they escalate
- Demonstrated ability to independently troubleshoot ambiguous technical problems
- Strong critical thinking skills with the ability to analyze incomplete information and make sound decisions
- Excellent written communication with the ability to explain technical concepts clearly to both technical and non-technical audiences
- Ability to prioritize competing work while maintaining ownership of multiple client issues
- Proven attention to detail in documentation, client communications, and process execution
- Comfort working within defined processes while exercising sound judgment when situations fall outside documented guidance
- Ability to receive feedback and quickly incorporate it into future work
Nice to Haves
- Experience with electronic medical records (EMRs) or related healthcare applications
- Knowledge of medical terminology and hospital workflows
- Salesforce and/or SQL experience
Compensation
The hourly rate for this role is $34.62. This role is eligible to participate in the Company’s 401(k) plan and participates in the Company’s accrued PTO program, with up to 15 days of PTO accrued per year. This role is not eligible for other standard employee benefits.
Benefits
- Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
- Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
- Remote-First Team – Work from anywhere in the U.S.
- Unlimited PTO & 11 Holidays – So you can relax and recharge.
- 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
- Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
- Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.
Similar jobs
Est. 147,500 USD
SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform…
Est. 137,500 USD
SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform…
Est. 170,000 USD
SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform…
Est. 210,000 USD
SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform…
Est. 112,500 USD
SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform…
Est. 90,000 USD
SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform…
Est. 197,500 USD
SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform…
Est. 43,440 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 84,000 PLN
Company Background Our client is a clinician-founded medical and behavioral health organization providing integrated mental health care across the United States. Founded in 2011, the company combines psychotherapy, psych…
Company Description At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale. We marry te…
Est. 80,000 USD
About Care Access Care Access is working to make the future of health better for all. With hundreds of research locations, mobile clinics, and clinicians across the globe, we bring world-class research and health service…
Company Background Our client is a clinician-founded medical and behavioral health organization providing integrated mental health care across the United States. Founded in 2011, the company combines psychotherapy, psych…
Est. 57,500 USD
Opportunity Overview: Client Support Specialist serves as this role plays a critical role in investigating, triaging and prioritizing issues related to our technology. Your dedication to investigating complex technical i…
Est. 115,000 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 67,500 USD
What is PerfectServe? PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since then, with a nota…
Est. 80,000 USD
Hi, we're TechnologyAdvice. Headquartered in Nashville, Tennessee, TechnologyAdvice helps millions of B2B technology buyers make smarter decisions by providing trusted research, practical guidance, and connections to the…
Est. 44,800 USD
Cadence is the clinical AI company automating the treatment of chronic disease. Its Clinical Intelligence takes on the routine, high-volume work of chronic care – monitoring patients, surfacing risks, and coordinating ac…
Est. 114,094 USD
Client Success Manager, Hospital Solutions Location: Remote About Doximity Doximity is the leading clinical AI company with the largest network of U.S. clinicians. Doximity’s AI-powered workflow platform is trusted by ov…
Est. 70,000 USD
What is PerfectServe? PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since then, with a nota…
Est. 314,500 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 115,000 USD
We’re not just behavioral health people—we’re crisis people. Connections Health Solutions is a leading provider of immediate-access behavioral health crisis care. Our team combines medical and recovery-oriented treatment…
Est. 92,000 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Est. 140,000 USD
What is PerfectServe? PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since then, with a nota…
Est. 60,000 USD
Dedicated IT Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN’s 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture,…
Est. 65,000 USD
Dedicated IT Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN’s 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture,…
Est. 131,500 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
About Us SimplePractice is headquartered in Los Angeles, California, but we have team members who work and live across the United States, Dominican Republic, Mexico City, and Ukraine. At SimplePractice, we are improving…
Est. 62,500 USD
Join Us in Shaping the Future of Clinical Research Adams Clinical is a leading clinical trial site network committed to accelerating the development of life-changing medicines. Our mission is simple: deliver uncompromisi…
Est. 130,750 USD
Our mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, p…
Job Description: The Clinical Informatics Analyst will partner with hospital leadership and clinical teams to analyze, design, and optimize EHR clinical workflows that improve operational performance and patient care del…