This role involves providing expert Salesforce support for a growing SaaS platform, helping small business clients optimize their CRM systems and achieve operational efficiency. Troubleshoot and resolve Salesforce technical issues for clients, ensuring timely and accurate responses. Configure and maintain Salesforce features, including workflow, process builder, flows, approval processes, record types, dashboards, and reports. Respond to tickets, calls, chats, and emails, prioritizing requests and managing multiple tasks simultaneously. Document case details and resolutions thoroughly to enable knowledge sharing and team efficiency. Maintain and contribute to a customer knowledge base with clear, actionable guidance. Collaborate with team members to develop creative solutions and workarounds for complex problems. Support cross-functional teams by providing technical expertise and insights into system improvements.

This position is responsible for processing Release of Information (ROI), specifically medical record requests in a timely and efficient manner, ensuring accuracy and individual metrics are met. Verifying and analyzing data to affect the efficient and effective retrieval of charts in accordance with the core business function of Ciox Health. Safeguarding and protecting the patient’s right to privacy by ensuring that only authorized individuals have access to the patient’s medical information. Ensuring all releases of information are in compliance with the request, authorization, company policy, and HIPAA regulations. Acting as a mentor regarding general questions, site EMRs, and assisting with new hire training and development. Processing medical record requests by taking calls from patients, insurance companies, and attorneys to provide medical record status. Documenting information in multiple platforms using two computer monitors.

• Provides 24/7 phone coverage for our partners and handles inquiries. • Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. • Identifies customer needs by referring to case notes and examining each as a specific case. • Performs routine call center activities concerning business products and services. • Uses standard scripts and established guidelines and under supervision, to meet SLAs. • Provides customers with information that is specialized and communicated in a warm empathetic manner. • Gathers all necessary information to update the database. • Escalates issues to senior levels, based on complaints or concerns. • Explains company policies to customers. • Expand skills within an analytical or operational process and maintain appropriate license, training, and certifications. • Apply experience and skills to complete assigned work. • Works within established procedures, practices, and with a moderate degree of supervision. • Performs business support or technical work, using data organizing and coordination skills to complete assignments and in some areas, requires vocational training, certifications, licensures, or the equivalent experience. • Provide day-to-day contracted services to external clients and contracted services may include technical or non-technical customer support, transaction processing and sales & marketing services. • Performs other duties as assigned and comply with all policies and standards.

Responsible for serving as front-line support for the Patient Connection Center within Piedmont Healthcare. Answer incoming calls serving as First Call Resolution to address the appropriate course of action. Pre-register and schedule patient encounters for provider services. Utilize excellent customer service standards.