Tebra only initiates contact with candidates via email from an official Tebra email address (@, @, or @) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.

About the Role

The Customer Support Representative is responsible for delivering high-quality,  accurate resolutions to customers while adhering to  stipulated policies and procedures. This role emphasizes troubleshooting issues, providing proactive solutions, and ensuring customer satisfaction.  Successful representatives will leverage product knowledge, communication skills, and available tools to resolve inquiries efficiently, meet performance metrics, and contribute to a collaborative team environment. 

Your Area of Focus Maintain a positive, empathetic, and professional attitude toward customers at all times. Respond promptly and accurately to customer inquiries, utilizing skills to identify and address root causes of issues demonstrating effective troubleshooting skills. Communicate effectively with customers through phone, email and chat, asking targeted questions to gain a full understanding of their concerns and ensuring clarity and understanding.  Acknowledge and resolve customer inquiries by demonstrating active listening, understanding their concerns, and delivering tailored solutions that address their needs effectively. Gain and maintain in-depth knowledge of Tebra products, tools, and resources to guide customers effectively.  Inside and out so that you can answer questions. Document and maintain detailed records of customer interactions, transactions, comments, and complaints for effective issue tracking. Collaborate and communicate with team members and leadership to resolve complex or recurring issues and coordinate with colleagues as necessary. Meet or exceed established performance metrics, including customer satisfaction, resolution time, and quality benchmarks.  Ensure customer satisfaction and provide professional customer support. Contribute to a culture of continuous improvement by identifying and advocating for process and tool enhancements. Your Professional Qualifications Minimum of 12 months experience in Customer Support, preferably in SaaS or software/cloud-based environments. U.S. healthcare and /or U.S. healthcare billing experience highly desired. Demonstrated ability to troubleshoot and resolve technical issues independently and effectively. Proven ability to remain calm, resourceful, and empathetic  under pressure or in challenging customer interactions. Strong verbal and written English communication skills, with a focus on clarity and customer understanding. High school diploma, general education degree, or equivalent. Proficiency in multitasking by handling multiple conversations, systems, and tasks simultaneously while maintaining high-quality performance. Typing speed and accuracy sufficient to capture detailed notes and engage in real-time communication with customers effectively. Strong soft skills, including active listening, adaptability, and the ability to understand and respond to customer emotions effectively, contributing to a positive customer experience. Proficiency in using customer support tools, ticketing systems, and software applications. Strong initiative and performance-driven, with a track record or meeting or exceeding performance metrics. Team player with the ability to collaborate effectively while maintaining individual accountability. Desirable: Experience working in technical support or working with cloud-based software solutions.  About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our Values Start with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out Obé Fitness for a great workout, the Employee Assistance Program through Telus to find mental health resources along with other resources for everyday occurrences.

 

#LI-EH1 #LI-Hybrid

Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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