Support Specialist Lead – EHR Billing Support

About the role

Qualifacts is seeking a Support Specialist Lead to provide advanced Level 2 support for its behavioral health EHR platforms, focusing on billing and revenue cycle issues. The role combines hands‑on technical problem solving with mentorship of junior team members, ensuring high‑quality service for a growing customer base.

Key responsibilities

• Provide frontline support and customer service through the ticketing system.
• Assist with live chat and phone support as needed.
• Oversee SOPs and professional services processes.
• Maintain high customer satisfaction (CSAT) and SLA/SLO adherence.
• Deliver training and consultation to users.
• Manage KPI reporting and service performance.
• Support users with in‑depth issue analysis and solutions.
• Coordinate support actions with Support Management.

Required profile

• Bachelor’s degree (or equivalent high‑school diploma with relevant EHR/software customer service experience).
• 5+ years of related experience in EHR or software support, preferably in behavioral health.
• Advanced problem‑solving abilities and ability to handle high‑complexity tasks independently.
• Strong troubleshooting, SOP management, and KPI reporting skills.
• Proven ability to coach, mentor, and motivate team members.