Job Description

About Sycle

Sycle is a market-leading global SaaS company with the mission of facilitating the delivery of better hearing to the world. Founded in 2001, we have grown to be the leading practice management solution for audiology (hearing care) providers, with more than 65% market share. The Sycle practice management solution frees up valuable time so our customers can grow their businesses through delivering high quality patient care and exceptional services that delight their customers. Small hearing care practices and some of the largest retailers utilize our software in 13 countries worldwide.

The Sycle team is 120 strong. We are headquartered in Lone Tree, Colorado with offices in Alabama and Vancouver, and a large remote workforce. We are always on the lookout for exceptional talent to help us build and deliver market-leading tools that make a difference for our customers. Check out our job listings and apply!

Position Requirements

As a vital part of the Sycle Team, the Customer Experience team strives to provide our customers with a level of support to exceed the customer’s expectations. The role involves supporting our audiology platform, helping customers learn the system and leverage its functionality. Inquiries range from technical issues to sometimes complex billing and medical insurance issues. Someone with experience and/or certifications in the medical insurance space is a requirement of this role.

This is a remote position that requires the applicant to work from home from one of the following states: AL, CA, CO, FL, IL, MN, NV, OR, TX or UT .

Key Competencies Required

• Customer Focused : This person will serve as the front line to Sycle customers. This will involve managing customer inquiries and helping customers get the most out of Sycle, including supporting complex billing and insurance inquiries
• Communication Skills : Ability to effectively listen and communicate with Sycle customers and the internal Sycle team.
• Learning Ability : Candidates must be quick learners. Knowledge of our core software and the ancillary products is a must to effectively support existing and new customers. Looking for a proven ability to learn various ideas, backgrounds, and concepts. Pick up a new concept quickly.
• Teamwork : Sycle is a dynamic, fast-paced environment. We are looking for individuals that will be proactive and take the lead in solving our customers’ technical issues while partnering well with critical functions such as Customer Service and Marketing.

Skills and Knowledge

• Experience with medical claims 
• Understanding medical terminology 
• Familiar with CPT, HCPCS, ICD-10
• Medical billing knowledge

Position Responsibilities

• Understand the functionality of the Sycle platform and be able to communicate information in a succinct and timely manner to customers
• Ability to build professional relationships with the customer to maintain their satisfaction with Sycle’s product and services
• Providing basic information and training for new Sycle users
• Provide account maintenance and support, including clinic additions, clinic cancellations, billing updates, ownership transfers and subscription renewals.
• Identify problematic workflows that disrupt the proper functionality of the software
• Report core functionality suggestions for Sycle through feature requests
• Understand common FAQs and how to resolve them
• Provide browser support for Google Chrome by clearing cookies and cache, setting file associations, setting security and pop-up exceptions, and disabling and enabling plugins and flags
• Understand Sycle reporting functions and how to acquire the information that the customer is seeking
• Remain informed on software defects and other system issues to help troubleshoot with customers
• Effectively manage cases through Sycle’s CRM system, HubSpot
• Escalate issues as needed in a timely manner

Basic Qualifications

• 2-3+ years of technical help desk experience
• Strong customer focus orientation
• Strong problem analysis and problem solving skills
• Effective at implementing processes and procedures
• Strong verbal and written communication skills
• Must be high energy with a results-driven personality
• Ability to form positive relationships
• Like to have - AAPC certification, CPB in Professional Billing

Nice to Have

• Experience working with Waystar and/or Optum Intelligent EDI

This fully-remote role at Sycle offers a competitive hourly wage, internet subsidy and Sycle’s benefits plan. If you’re a strong fit for this role and live in the following US states: AL, CA, CO, FL, IL, MN, NV, OR, TX or UT please apply. Due to the number of applications we expect to receive, only successful candidates will be contacted.

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