Payments Implementation Coordinator

JOB SUMMARY

This position plays a critical role in the successful setup and activation of services related to integrated payment processing for new and existing customers.  Includes managing service enrollments, verification of credentials, ordering of hardware and ensuring devices are properly configured in the customer’s environment.  

JOB GOAL

The Payments Implementation Coordinator is responsible for ensuring that customers who enroll for Integrated Payments successfully onboard and begin transacting payments with the integrated payment services.  

JOB RESPONSIBILITIES

1. Develop a thorough understanding of client business requirements, and plan implementation projects with these needs in mind.
2. Set and manage Client expectations, and clearly communicate key deliverables and timelines, and Client roles and responsibilities for add on products.
3. Manage, track and communicate the progress of multiple concurrent client implementation add-on projects.
4. Facilitate the enrollment process for services related to integrated payment services, including merchant account setup.
5. Collect and verify required documentation, contracts, and compliance materials.
6. Coordinate the ordering and shipment of hardware devices to practices.
7. Configure payment service settings within the dental software platform.
8.  Provide support for device installation and configuration. Ensure devices are installed, connected and functioning correctly in the customer’s environment.
9. Troubleshoot connectivity issues between devices and cloud software.
10. Coordinate client training and general set-up requirements.  Communicate between internal teams what the needs and expectations are for the Client. 
11. Communicate change orders, status reports, and risk reports as required.

JOB QUALIFICATIONS

EDUCATION

• High School diploma or equivalent

EXPERIENCE

• A minimum of 1 year previous customer service, call center or technical support experience
• Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred
• Experience working with third party services and merchant or payment processing services is strongly preferred.
• Experience with healthcare compliance requirements (HIPAA, state regulations)

KNOWLEDGE AND SKILLS

• Strong working knowledge of Windows and Mac OS
• Working knowledge of Internet technologies and usage
• Basic knowledge of computer hardware, database structure and network troubleshooting
• Excellent communication and interpersonal skills, with a patient and empathetic approach.
• Strong problem-solving skills and attention to detail.
• Understanding of network connectivity and basic IT troubleshooting
• Ability to manage multiple onboarding cases simultaneously.
• Comfortable making outbound calls to third-party vendors on behalf of customers.
• Familiarity with cloud-based software and ticketing systems (e.g., Zendesk, Salesforce) a plus.