PracticeSuite, Inc.
Website:
practicesuite.com
Job details:
Job Summary
We are looking for a motivated and detail-oriented Associate to join our Escalation Support team. This role is ideal for someone with a background in Electronic Health Record (EHR)/ healthcare operations who is looking to grow into a technical and client-facing role. As an Associate, you will assist senior team members in managing day-to-day client requests, supporting ticket triage, and learning escalation processes within the healthcare ambulatory domain.
You will work closely with the support, engineering, and data services teams to ensure efficient handling of client queries. While prior escalation experience is not required, the ideal candidate should have strong analytical skills, excellent communication abilities, and a willingness to learn complex technical workflows.
Key Responsibilities:
Ticket Support & Issue Coordination
- Assist in reviewing, prioritizing, and managing incoming support tickets.
- Work with senior escalation specialists to understand and resolve client-reported issues.
- Support basic troubleshooting activities and document findings for further analysis.
Cross-Functional Collaboration
- Coordinate with support team members, engineering, and data services teams to gather necessary information for issue resolution.
- Participate in status discussions and help prepare updates for internal teams.
Healthcare Ambulatory Domain Support
- Apply knowledge from EHR / healthcare operations to understand client workflows and challenges.
- Learn ambulatory domain standards, terminology, and application-specific functions.
Documentation & Knowledge Sharing
- Maintain accurate documentation for resolved issues and repeat scenarios.
- Contribute to the internal knowledge base by summarizing common issues and solutions.
Learning & Continuous Improvement
- Participate in training on escalation processes, healthcare application workflows, and tools.
- Suggest improvements for support processes and documentation.
- Demonstrate willingness to grow into a full-fledged escalation specialist role over time.
Nice-to-Have Skills:
- Knowledge of EHR certification, ONC standards.
- Exposure to support roles or ticketing tools (e.g., Jira, Any CRM, HubSpot).
- Experience with healthcare or ambulatory software systems.
- Basic SQL or data analysis knowledge (optional but beneficial).
Location: Kochi, (Kerala) (Complete WFO)
Shift: Mid Shift (2 PM to 11 PM)
Who We Are:
PracticeSuite is a national, fast-growing cloud computing software company based in Tampa, FL that provides a cloud-based 360°Office Platform to healthcare facilities. PracticeSuite has an agile management team, high employee morale, and high customer satisfaction and retention. PracticeSuite is growing rapidly and is being recognized as one of the 5 top cloud-based systems within healthcare.
Please visit our website to learn more about us, at www.practicesuite.com
LinkedIn Page: https://www.linkedin.com/company/practicesuite-inc-web-based-medical-billing-and-practice-management-software/about/
PracticeSuite, Inc is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability, or veteran status. PracticeSuite, Inc also complies with all applicable national, state and local laws governing nondiscrimination in employment.
Interested candidates share resume at: Talent@practicesuite.com
Click on Apply to know more.