EMR/RCM Support Advisor
Sunwave Health is a leading Behavioral Health SaaS company, and we’re looking for someone who knows how to think — not just follow a script. If you’ve supported, solutioned, and troubleshot issues for SaaS customers, you might be a great fit. Experience in EMR (Electronic Medical Records) or RCM (Revenue Cycle Management) is a plus, but not required.
You’ll join a strong, remote-first support team that values problem solving, not ticket closing. We offer unlimited PTO, a collaborative work environment, mostly normal business hours, and occasional holiday/weekend on-call (with fair rotation and recoups).
We believe support isn’t a dead-end — it’s a launchpad. Whether you grow into a senior support role, pivot into product or account management, or help build a future customer success function, we’ll support your career goals as Sunwave scales.
- Work directly with customers to understand what they need — and help them get there.
- Troubleshoot issues across our platform — technical, functional, or workflow-related — and get to the real cause.
- Own tickets from start to finish: investigate, resolve, and document clearly.
- When something isn’t possible, explain why, offer the best alternative, and share clear, actionable feedback with Product Management.
- Collaborate with Product and Engineering to make sure the customer’s voice is heard and understood.
- 3+ years supporting SaaS software in a support, success, or product-related role.
- Strong technical aptitude — comfortable with APIs, browser dev tools, logs, and navigating modern platforms.
- Confident working with structured data — spreadsheets, formulas, reports, exports.
- Familiar with both Google Workspace and Microsoft Office.
- Good grasp of mobile (iOS/Android) and desktop (Windows/macOS) platforms.
- Bonus: Experience with behavioral health, EMR/RCM systems, or healthcare/medical billing workflows.
- You take initiative — you don’t wait for tasks to be assigned.
- You ask smart questions, dig into root causes, and don’t settle for surface fixes.
- You understand how SaaS platforms work and can explain what’s going on in plain English.
- You write clearly, speak directly, and sound like a real person — not a script.
- You’re organized, dependable, and thrive in a fast-moving, remote environment.
- You want customers to feel confident and capable — not just get their issue “resolved.”
Why Join Sunwave
At Sunwave, we win as a team. We stay curious and have fun innovating for a greater cause. If you love being a part of a team that delivers high quality technology at a rapid rate, you’ve found your place at Sunwave.
Company Benefits
- Paid Time Off
- Medical Insurance
- Vision & Dental Plan
- Business Casual Environment
- Flexible Locations
