• Act in a technical and consultative capacity, guiding customers in the correct use of the company's video surgery systems and other technologies; • Perform installations, deliver training, and provide support during video-assisted surgical procedures, adopting a specialized consultancy approach for the company's video surgery systems and other technologies; • Deliver compelling product demonstrations focused on technical aspects and functionality, customizing presentations to clients' specific needs to provide high-quality service, technical support and customer satisfaction; • Advise customers on the proper use of features and technical advantages of the systems; • Provide technical and operational support, acting proactively to resolve issues; • Work with organization and method, managing schedules, service visits, technical records and reports in internal systems; • Delight internal and external customers, building strong relationships that lead to new recommendations and business opportunities; • Manage minor operational expenses within the company's compliance policies, ensuring responsible use of resources; • Ensure full alignment with the company's ethics, compliance and organizational culture, maintaining the company's trust and credibility in the market.

• Deliver outstanding customer support via phone calls, chats and emails; • Build strong and lasting customer relationships; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists.

As a Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyze complex software issues, engage with our worldwide client base, and provide an incredible customer experience every day. In this position, you will be the primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues. MRI Software will rely on YOU to use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience. RESPONSIBILITIES - Responds to inbound requests from all channels (phone, portal, e-case) within prescribed service levels - Identifies, assesses and resolves all new and existing concerns - Monitors, documents and manages the resolution process in a timely manner while effectively communicating status with the client to maintain a high degree of client satisfaction - Assist in the creation and maintenance of user and procedural documentation REQUIREMENTS: - Previous experience in customer service, technical support experience preferred - Bachelor’s degree or equivalent work experience - Customer focus and a passion for support - Creative and curious troubleshooter - Strong organization and time management skills - Aptitude for technology - Professional communication skills We’re obsessed with making this the best job you’ve ever had!  We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:  - Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group - Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit - Invest in our competitive 401k plan and help set you up for your future - Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s) - Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 16 hours of ‘Flexi’ time a year - Further your professional development and growth with our generous Tuition Reimbursement offerings - Enjoy the flexibility of working from anywhere in the world for two weeks out of the year At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move! About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!  Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge?   We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!   MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Job Location (Full Address): Remote Work - New York, Albany, New York, United States of America, 12224 Opening: Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 500167 SMH Neurology Clinical Overhea Work Shift: UR - Day (United States of America) Range: UR URC 205 H Compensation Range: $19.62 - $26.49 The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations. Responsibilities: Serves as the patient referral and prior authorization specialist, with oversight of data and compliance to enterprise standards and referral and prior authorization guidelines. Communicates regularly with patients, families, clinical and non-clinical staff, identifying barriers to appointment compliance, insurance company barriers and tracking all assistance provided. Accountable for planning, execution, appeals and efficient follow through on all aspects of the process which has direct, multifaceted impact (quality, financial, patient satisfaction, etc.) on patient scheduling, treatment, care and follow up. Adheres to approved protocols for working referrals and prior authorizations. Makes decisions that are guided by protocols and practices requiring some interpretation; maintains an expert level understanding of the department/division. May train new staff members ESSENTIAL FUNCTIONS Prior Authorizations: - Prior authorization functionality required for testing and services ordered by referred to specialist includes, preparing and providing multiple, complex details to insurance or worker’s compensation carrier to obtain prior authorizations for both standard and complex requests such as imaging, non-invasive procedures, sleep studies etc., communicating medical information to the insurance carrier, and coordinating peer-to-peer reviews for denied services. - Anticipates insurer’s various questions and prepares request by applying prior insurer decisions and specialty/sub-specialty knowledge of general medical experience and terminology, specialty and sub specialty medical office experience, International Classification of Diseases (ICD) and Current Procedure Technology (CPT), insurance policies, permissible and non-permissible requests, necessary and appropriate medical terminology to use in order for claim to be approved, previous treatments that are necessary to report, appropriate verbiage for treatments that have been tried and not successful (i.e., medication could not be utilized due to heart condition). Applies knowledge and protocols to varying degrees based on how complexities of the situation deviate from the norm. Resolves obstacles presented by the insurance company by applying knowledge and experience of previous authorization requests, denials and approvals. On behalf of the provider and the University, perseveres with the process to ensure as many applications are approved as possible without provider intervention. - Determines relevant information needed, based on previous authorization request experience for submission to carrier if first or second request is denied. Collaborates with provider to draft and finalize letter of medical necessity. Uses system tracking mechanisms to ensure all renewals/approvals are obtained prior to patient arrival. Referral Management - Responsible for assisting in managing Adult Neurology Division imaging referrals. Serves as liaison, appointment coordinator, and patient advocate between the specialists and patient to assist in the coordination of scheduled visits and procedures incorporating all incoming imaging orders to the department using Epic Imaging Pools. Conducts data analyses to track patient compliance with specialty services, consistently monitors the imaging pools and communicates with providers to reconcile any discrepancies and/or answer any questions. Prioritizes imgaging requests using medical protocols, responding immediately and expediting most urgent requests. Acquire insurance authorization for the visit and, if applicable, any testing; insurance authorization information will be entered in the Epic for the patient. Documents all communications pertaining to the imgaing and/or insurance authorization in the notes section of the Epic referral record. - Performs a needs assessment using information from the electronic medical record to assure the appropriate appointment/procedure is schedule with the appropriate provider; ensuring that accurate patient demographic and current insurance information is captured; adheres to RIM protocols for record verification. May perform complex appointment scheduling, linking referrals and ancillary services for the assigned specialty service. Provides patients with appointment and provider information, directions to the office location and any educational materials if appropriate. - Ensures ancillary testing and other specialty referrals have been executed and results received and acted upon as needed. Investigates failure to receive such information, troubleshoots, resolves, and/or makes recommendations to insure delivery/receipt. Manages orders for patients being seen in ED/ Urgent Care. Demonstrates expert medical knowledge base with ability to recognize urgent clinical situations. Prioritizes referral requests, responding immediately and expediting most urgent requests. Reviews complex referral requests, evaluates and schedules to the appropriate provider. Works with providers and other clinical staff to establish the best care plan for the patient. - Processes outgoing referrals. Discusses with patient options for outside URMC options for care. - Other job duties as assigned. MINIMUM EDUCATION & EXPERIENCE - High School diploma or an equivalent combination of education and experience required. - A minimum of two years of relevant experience required - or equivalent combination of education and experience KNOWLEDGE, SKILLS AND ABILITIES - Medical Terminology, experiences with surgical/appointment scheduling software and electronic medical records preferred - Demonstrated customer relations skills required. The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.