Penstock is a service partner and SaaS builder for forward-thinking health plans and providers, empowering recovery, audit, and regulatory teams to get accuracy right from the start—when it matters most. Our mission is to create lasting systemic change that removes wasted spend from our healthcare system, returning dollars to payers, lowering the cost of care, and improving access for all. Our business model is rooted in transparency and the drive to reinstate true integrity in payment integrity—even if it defies traditional business sense. We geek out over building and perfecting software that helps health plans succeed, but we also understand the irreplaceable value of human intelligence.  Penstock is an Equal Opportunity Employer.

Penstock is searching for a Support Center Specialist who will be working in a fast-paced, results-driven environment dedicated to creating lasting change in the healthcare financial system. As a member of the Penstock team, the Support Center Specialist will document and resolve requests, complaints, and general inquiries from Providers using the support center ticket management system.  This role is responsible for assisting end-users in troubleshooting any service or application issues or questions in a professional, timely, and efficient manner, applying best practices and internal tools and exhausting all available resolution resources before escalation.

The Support Center Specialist is also responsible for outgoing correspondence generation and tracking based on project review and monitoring timelines and for performing follow-up activities, as needed. This role is also responsible for processing paper and other document formats into an electronic document management (EDM) system. EDM responsibilities include preparing hard copy documentation, scanning, indexing, and performing quality checks on documents prior to placement into the EDM system.

Responsibilities include, but are not limited to, the following:

• Prepare paper documents prior to scanning; screen all incoming documents to verify document types for appropriate EDM placement
• Batch documents in the appropriate order for prioritization using document types and tracking dates
• When necessary, communicate with providers and office personnel to ensure appropriate documentation has been received for placement into the EDM system
• Scan document utilizing imaging software which interfaces into an EDM system; ensure proper image quality and calibrate, as appropriate
• Appropriately index each medical record or document type using defined data elements, assuring each document is assigned to the correct provider, account, and document type
• Perform Quality Reviews and determine proper alignment, readability, and correct number of documents have been scanned
• Follow HIPAA guidelines when handling PHI
• Complete end of day processes by filing all non-electronic documentation in secured file area
• Perform follow-up in timely manner to confirm resolution based on appropriate action on behalf of requestor and management
• Receive and respond to large volumes of inquiries via email, phone, or fax, documenting all communications in writing and including all supporting documentation, providing solutions or responses, and using the ticket management system
• Guide end users through troubleshooting and navigating any software issues

Required Qualifications:

• College degree, certificate in medical coding or relevant experience required
• Excellent verbal, written, and interpersonal skills and ability to communicate with clients and staff at all levels
• Ability to multi-task in fast-paced environment
• Customer service experience
• Demonstrated knowledge of computers and Windows operating systems
• Ability to learn and support new applications

Desired Qualifications:

• Experience working in the Healthcare Industry
• Medical terminology and experience with electronic medical records preferred
• Minimum of three (3) months experience in a clerical or customer service-related position, preferably in medical or health provider environment or equivalent combination of education and experience

• Ability to follow written policies and procedures

Penstock is an affiliate company of Goodroot, which launches and grows companies dedicated to putting patients back in the center of healthcare.

About Goodroot

Goodroot is a community of companies committed to delivering more access to better healthcare at a lower cost. With a growing group of brands including, but not limited to Penstock, Navion, and Emry, Goodroot is reshaping healthcare for good, one system at a time. Learn more at www.goodrootinc.com.