Technical Support Consultant

About Lumary

About ten years ago, Lumary’s founder and CEO was building custom Salesforce solutions for therapy practices in Australia focused on care for the elderly and disabled. As demand grew and he hired a team, Lumary was formed and created a dynamic set of products to help practices in this part of the healthcare space to scale.

After significant growth in Australia, Lumary launched into the US ABA space. Here, we primarily serve companies who provide help to children and adults with autism through ABA therapy, but also occupational, physical, and speech therapy among others.

Our clients in the ABA space are truly special. Many of them started from a single BCBA whose love and skill for her clients created demand that led her to starting a company. It’s typical for a single founder to grow over a short time to build a company of 50, 100, 500, up to thousands of staff, all dedicated to the mission of serving a community of clients with autism who nearly always are in need of high quality and accessible therapy.

Lumary provides a full practice management solution to our clients. Clients use Lumary to collect extensive intake information from interested new clients and land that from their website and via text messages into new and updated client records in our system. We do the same with new staff applicants - often integrating to an ATS/recruiting system as well. As administrators guide client and staff records through Lumary to the point of being able to schedule therapy sessions, dedicated schedulers create these sessions in Lumary.

Part of the genius of Lumary is checking for potential issues at this point with availability, staff credentials, and client policy/authorization limits at the point of scheduling to avoid costly payer denials during claims processing later.

Once a session is scheduled, it’s typically created via real-time, bi-directional integration with one of our great data collection partners (e.g. Hi Rasmus). In these systems, clinicians then conduct therapy and capture data from sessions. All relevant data is transferred back to Lumary. Through this process, clinicians have the ability to manage their own schedules as well as complete appointments. A completed appointment in Lumary triggers the creation of claims, which billing staff can submit to payers via multiple, redundantly integrated clearinghouses, all in Lumary.

Staff can also see payments posted. Administrators can then with a few clicks send data for completed appointments off to payroll so staff is paid accurately and on-time.

At Lumary we made the strategic choice to build our solution on Salesforce to be able to easily and comprehensively enable the largest and most complex behavioral health companies to thrive. This means that all the data described above exists in one client system, and can all be reported on and visualized in Salesforce’s easy insights solutions. It also means a system that’s both secure and open via trusted APIs for flexible integrations.

Last but not least - we never have to worry about infrastructure or uptime given the trust Salesforce has earned with the world's largest, fastest-growing, and most complex companies for decades.

There is probably not a better role at Lumary to learn many things quickly than the Technical Support Consultant role. In support you are the first point of contact for clients who need help or a question answered and work with them primarily through our Zendesk portal.

There is a ton of context switching in Support. You will need to be or quickly get good at building fast rapport with the client and asking great questions to understand the problem before working on a solution. Einstein's quote is perfect here, "If I had an hour to solve a problem...I woudl spend the first 55 minutes determinind the proper question to ask."

Of course the ideal Support Consultant can answer everything solo, but that's not very likely. You'll build your knowledge of how Lumary technology works at the same time as you learn more about ABA, and this combination will allow you to solve more on your own week by week. You'll also determine…