Customer Support Specialist , Forms and Reports

Customer Support Specialist I, Forms and Reports Remote (United States) About the Role

This remote role is responsible for supporting customers with reporting tools, application forms, enhancements, and related functionality within the platform. The position includes designing, updating, and troubleshooting financial, clinical, and administrative reports and forms while working closely with customers, implementation teams, and internal departments to support accurate data capture, regulatory compliance, and more efficient workflows.

This role also involves responding to service requests with timely initial contact and consistent follow-up, gathering and reviewing preliminary data, and evaluating end-user requirements to help deliver clear, accurate, and effective reports and forms. The position supports routine configuration and functionality questions through phone, email, and online channels, maintains detailed service request documentation, tracks progress through resolution, and coordinates escalations when needed.

Status: Full-Time

Compensation: $42,000 - $48,000 per year

• Respond to incoming calls, emails, and online requests related to reports and application forms with friendly, patient, and professional customer service
• Serve as a subject matter resource for customers and internal teams on reports and forms functionality
• Design, create, modify, and maintain financial, clinical, and administrative reports to meet customer, operational, and regulatory requirements
• Develop, configure, and update electronic forms that support clinical documentation, administrative processes, and data collection workflows
• Troubleshoot and resolve issues involving report accuracy, data integrity, formatting, filters, permissions, and form behavior
• Analyze end-user requirements and workflows to recommend practical reporting and form solutions
• Perform preliminary data gathering and validation to help ensure report outputs are complete, accurate, and consistent
• Provide timely initial responses and ongoing follow-up for assigned service requests in line with service level agreements (SLAs)
• Document, track, and monitor service requests, actions taken, and resolutions in the ticketing system
• Resolve routine configuration and functionality questions through telephone, online, and email support channels
• Escalate, coordinate, or dispatch advanced issues to the appropriate internal teams while maintaining ownership through resolution
• Work cross-functionally with implementation, product, development, and quality assurance teams to support issue resolution and system improvements
• Assist with testing and validation of reports, forms, and system updates before release or deployment
• Develop and maintain internal and customer-facing documentation, including knowledge base articles, user guides, and standard operating procedures
• Identify recurring requests, issues, and trends, and provide recommendations to improve system performance, usability, and support processes
• Help ensure compliance with healthcare regulations, data privacy standards, organizational policies, and HIPAA requirements
• Maintain a high level of professionalism while interacting with clinicians, administrative staff, and internal stakeholders
• Participate in ongoing training to stay current on system updates, reporting tools, and industry best practices
• Attend team meetings and training sessions as required
• Perform additional duties as assigned in support of departmental and organizational goals

• High school diploma or equivalent
• 1 - 2 years of work experience in a customer service-oriented role
• Strong troubleshooting skills
• Ability to understand and apply customer service techniques when addressing issues involving PC-based tools and products
• Exce…