Customer Support Specialist

On-Site (San Antonio Office)

Position Type: Full-Time

About Us:

Owl Practice Suite is a dedicated practice management software designed specifically for mental health professionals. Our comprehensive suite of features is tailored to streamline both administrative and clinical tasks within mental health practices. At Owl Practice Suite, we pride ourselves on our customer-centric approach, ensuring a seamless experience for our clients throughout the entire claims process.

Job Summary:

The Customer Support Specialist plays a crucial role in managing and resolving customer claims. This role involves interacting with customers to provide information, support, and solutions regarding their mental health claims, ensuring a high level of customer satisfaction and maintaining our company’s reputation for excellent service.

What You’ll Be Doing:
  • Respond promptly to customer inquiries via phone and email.
  • Provide detailed information on the claims process, status updates, and next steps.
  • Handle and resolve customer complaints and issues in a professional and empathetic manner.
  • Review and assess customer inquiries to determine their validity and completeness.
  • Gather and verify necessary documentation and information to resolve customer issues.
  • Collaborate with other departments (e.g., verifications, billing, IT) to ensure accurate and timely resolution of customer issues.
  • Maintain accurate and up-to-date records of all customer interactions via HubSpot.
  • Prepare and submit regular reports on customer inquiries, resolutions, and customer feedback.
  • Stay updated on company policies, procedures, and product offerings to provide accurate information to customers.
  • Educate customers on policy details, coverage options, and claim requirements.
  • Ensure compliance with company standards and legal requirements during the RCM (revenue cycle management) process.
  • Participate in training and development programs to enhance service skills and product knowledge.
  • High school diploma or equivalent; higher education preferred.
  • Previous experience in customer service, preferably in the insurance or medical industry.
  • Excellent communication skills, both written and verbal.
  • Strong independent problem-solving skills and attention to detail.
  • Ability to handle stressful situations with professionalism and empathy.
  • Proficiency in using MS Office applications.
  • Strong organizational and multitasking abilities.
  • Preferred proficiency in CRM utilization (HubSpot).
  • Preferred proficiency in a practice management software (EHR).
 Work Environment:
  • On-Site/In-office setting with standard office hours.
  • Occasional opportunity to work overtime or on weekends during peak periods.

Owl Practice Suite is an equal opportunity employer. We do not discriminate based on race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status.

Owl Practice Suite is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email

Please note: This is an on-site position in San Antonio, TX

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