Remote Customer Service Associate Jobs in Groton, CT

Harris Novum, a division of Harris; is seeking a Manager of Software Services & Support who will lead the Software Professional Services and Support team in a dynamic healthcare software business.

This robust management role involves overseeing billable services delivery, leading customer support analysts, and serving as the primary liaison between our clients and internal development teams. The ideal candidate brings deep expertise in Hospital Revenue Cycle Management or Hospital Patient Accounting, combined with proven leadership abilities in a customer-facing technical services environment. You will collaborate closely with our R&D Director to ensure client requests are met by developers while maintaining exceptional service delivery standards. This position requires someone who can balance strategic client relationship management with hands-on operational execution, including project oversight, stakeholder communication, and related administrative tasks.

This remote role welcomes candidates anywhere in the US. Travel is required as needed, approximately 15%. This includes occasional customer site visits across the US and meetings in the Atlanta, Georgia, office. 1-2 trips per quarter on average. Preference will be given to candidates who can work in CST or EST time zone.

Salary Range: 90K to 100k

What your impact will be:

• Lead and mentor a small team of customer support analysts, providing mentorship, performance feedback, and professional development opportunities.
• Manage billable consulting services and technical implementations for healthcare clients, ensuring project profitability and client satisfaction.
• Serve as primary point of contact for customer-facing project management, coordinating timelines, deliverables, and stakeholder expectations across multiple concurrent engagements.
• Facilitate stakeholder calls and client meetings, translating technical requirements into actionable solutions and maintaining strong client relationships.
• Collaborate with the R&D Director to communicate client needs, prioritize feature requests, and provide market insights that inform product roadmap decisions.
• Execute administrative duties including preparing quotes and proposals, drafting Statements of Work (SOWs), generating project completion letters, and managing time reporting.
• Ensure compliance with healthcare industry standards and maintain deep knowledge of hospital revenue cycle workflows, patient accounting processes, and related regulatory requirements.
• Drive continuous improvement initiatives in service delivery processes, documentation standards, and team performance metrics.

What we are looking for:

• Candidates must possess demonstrable experience in Hospital Revenue Cycle Management OR Hospital Patient Accounting, as this specialized healthcare knowledge is essential for understanding client needs and delivering effective solutions.
• Proven leadership experience managing employees, with demonstrated ability to mentor/train, develop, and retain high-performing staff members.
• Strong project management capabilities with track record of successfully delivering customer-facing implementations on time and within budget.
• Excellent communication skills for facilitating stakeholder meetings, presenting to executive audiences, and translating technical concepts for non-technical stakeholders.
• Proficiency with Microsoft Dynamics or similar enterprise resource planning systems for administrative tasks including time tracking, quoting, and contract management.
• Bachelor's degree in Business Administration, Healthcare Administration, Information Technology, or related field, or equivalent combination of education and work experience.
• Minimum 5-7 years of progressive experience in healthcare software, consulting services, or technical account management roles.

What would make you stand out:

• Experience with Healthcare IT systems including Electronic Health Records (EHR), Practice Management Systems, or Hospital Information Systems that integrate with revenue cycle workflows.
• Demonstrated expertise in Customer Relationship Management (CRM) platforms and methodologies for managing client accounts, tracking engagement history, and forecasting business opportunities.
• Hands-on knowledge of Medical Billing Software systems, claims processing workflows, insurance verification processes, and denial management procedures.
• Project Management certifications such as PMP (Project Management Professional), CAPM (Certified Associate in Project Management), or Agile/Scrum credentials demonstrating formal training in structured project delivery methodologies.
• Previous experience working in small business or startup environments where individuals wear multiple hats and contribute across diverse functional areas.
• Familiarity with healthcare compliance frameworks including HIPAA regulations, data security requirements, and patient privacy standards.
• Experience with billable services models, professional services automation tools, and metrics-driven service delivery optimization.

What we can offer:

• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

Why Join Our Team?

Our small software business offers a collaborative environment where your expertise directly shapes both client success and product innovation. You will work closely with leadership including the R&D Director, giving you visibility into strategic decisions and the opportunity to influence company direction. The small team size of customer support analysts allows you to build meaningful mentoring relationships while maintaining hands-on involvement in critical client engagements.

We value work-life balance and recognize that sustainable performance comes from supporting our team members both professionally and personally. This role provides diverse challenges spanning people management, client relationship building, technical problem-solving, and operational execution - ideal for someone who thrives in dynamic environments where no two days are alike.

We value your expertise and want you to implement process improvements, shape service delivery standards, and leave a lasting impact on how we serve healthcare organizations. We offer competitive compensation, comprehensive benefits including health insurance and retirement plans, professional development opportunities, and a supportive culture that celebrates both individual contributions and team achievements.

About Harris Novum:

Harris Novum is a healthcare technology company focused on helping hospitals, health systems, and physician organizations strengthen financial performance and improve patient care through intelligent software solutions. As part of the global Harris Computer / Constellation Software family, Novum combines the scale and stability of a leading software organization with the agility and focus of a specialized healthcare business unit. At Harris Novum, the Affinity platform is at the core of how we help hospitals and health systems optimize financial performance and streamline complex healthcare operations. Affinity RCM is a comprehensive Revenue Cycle Management (RCM) solution designed to manage the full lifecycle of patient revenue - from initial registration through billing, reimbursement, and financial reporting.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. ("CSI", symbol CSU on the TSX), Harris has become the cornerstone for CSI's investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment - both in the people and products that we offer and making investments in acquiring new businesses.

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