Support Advisor - RCM

At Sunwave Health + Lightning Step, we help behavioral health and addiction treatment organizations operate more effectively and deliver better outcomes for patients, caregivers, and administrators. Our platforms help clients manage patient workflows from admission to
discharge, including clinical operations, billing, reporting, integrations, payment processing, insurance workflows, and other key operational needs. This role is remote and must be based in the United States.


Preferred working hours are Monday-Friday, 11:00 AM-8:00 PM Eastern Time, or as close to that schedule as possible. We have some flexibility within a standard 40-hour work week, but this role is intended to provide later-day Support coverage, so regular availability through the late afternoon and early evening Eastern Time window is important.

The mission of this role is to…

  • Resolve common customer issues accurately and consistently, while building product and workflow knowledge through repetition, coaching, and strong process adherence.
  • This role will initially focus heavily on RCM/billing support, so the ideal candidate should enjoy logical thinking, reasoning through problems, working with numbers, and investigating how system configuration impacts outcomes.

The ideal candidate…

  • Has early-career or developing experience in SaaS support, communicates clearly, follows process, and learns quickly.
  • EMR/RCM experience is a plus but not required.
  • This person should be naturally curious, detail-oriented, and comfortable working through puzzle-like issues where the goal is to understand why something happened, how a value was
    calculated, or what configuration may need to change to produce the expected result.

In this role…

  • You’ll handle routine tickets, document outcomes, use standard tools and macros correctly, and collaborate with senior teammates through structured escalation.
  • You’ll also begin by building deeper knowledge in RCM-related workflows, including billing, claims, payments, configuration-driven outcomes, and related customer questions.
  • Successful Support Advisors typically progress to Support Analyst as scope, autonomy, and domain mastery increase (often within ~12-18 months).

Reporting line

Part of Support, reporting to Support Lead.

  • Triage and define tickets by asking strong discovery questions to gather required details and reduce back-and-forth; resolve common issues using established playbooks, macros, and standard troubleshooting steps
  • Document cases with clear, concise notes; close the loop with the customer on every interaction
  • Meet team response-time and quality standards; expected ticket volume varies by complexity and queue demand
  • Communicate clearly and calmly with customers across email, phone, and chat
  • Investigate RCM/billing-related questions using logical reasoning, available system information, configuration details, and documented workflows
  • Escalate out-of-scope issues with complete context (where it occurs, what’s happening, impact, steps tried, screenshots/logs)
  • Use knowledge base articles, macros, and standard tools accurately; flag gaps documentation or process
  • Follow security, privacy, and compliance practices (including HIPAA expectations when applicable)
  • Use AI tools responsibly to draft/summarize content with human review and accountability
  • 0-2 years experience in customer support, help desk, SaaS support, billing support, revenue cycle support, or a customer-facing operations role
  • Ability to follow defined processes and apply training, policies, and knowledge base guidance consistently
  • Strong written communication and professional customer handling skills
  • Comfortable learning and using support tools and basic troubleshooting workflows (ticketing system, admin console, browser dev tools basics, logs, exports/reports)
  • Comfort working with structured data at a basic level (spreadsheets, filters, simple formulas)
  • Strong attention to detail and comfort reasoning through numbers, configuration, and cause-and-effect workflows
  • Familiarity with Google Workspace
  • Bonus: exposure to healthcare workflows, behavioral health, EMR/RCM, claims, billing, payments, or insurance-related concepts
Apply Now

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
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Notice on Recruitment Fraud

Sunwave and Lightning Step have been made aware of fraudulent recruitment activity where individuals and organizations have falsely claimed to recruit on our behalf.

Recruitment fraud is a sophisticated fraud involving the offer of fictitious job opportunities. This kind of fraud is normally done through unsolicited emails, online recruitment services (sometimes even legitimate platforms such as LinkedIn), bogus websites and even text messages claiming to be from Sunwave or Lightning Step. 

We recommend that you do not respond to unsolicited offers of employment from people claiming to work for, or be affiliated with, Sunwave or Lightning Step. 

How you might recognize recruitment fraud?

  • Our organizations will not request personal information before you have first applied on our career site.  
  • We will never send an unsolicited Microsoft Teams meeting link via email and ask you to join an interview without a prior application on file.

Any email from a representative of our company will be from an @sunwavehealth.com or @lightningstep.com email address.