When choosing a medical billing software for your practice or billing company, there’s certainly no shortage of options to choose from. From all-in-one solutions to practice-specific software, it can be easy to get overwhelmed by the array of options and all of their shiny features.

However, when choosing your medical billing software, one feature should be at the top of your list: high-quality customer support.

Customer support is integral to medical billing software because it helps ensure that the software is being used effectively and efficiently. Good customer support can help users with technical issues, answer questions about the software, provide training and guidance on best practices, and offer suggestions for improvement. This can lead to increased satisfaction among users, improved data accuracy and processing, and ultimately, better revenue management for healthcare providers. In the medical billing process, quick resolution of any issues can greatly impact the financial stability of a healthcare practice, so providing efficient and effective customer support is crucial.

In this blog, we discuss, in more detail, why a medical billing software is only as good as its customer support.


It All Starts With Onboarding

The onboarding process must be straightforward and stress-free. It not only represents your introduction to your new software but also the beginning of a customer support relationship.  You expect that your onboarding customer service staff are not only knowledgeable about the software but know how to best integrate it into your business providing an operational foundation to fully support your business both now and in the future.

A simple, structured onboarding process led by a responsive, highly-informed customer support team quickly puts your business on the road to success. It ensures that your team is immediately comfortable and familiar with the software. This means that there is less likelihood for data entry errors and more efficiencies to be realized in the short term.


Accuracy Is Everything

One of the benefits that you expect when purchasing a medical billing software is improved billing accuracy.  However, as the old adage goes, “garbage in, garbage out.”  Not only should your customer support team know all the ins and outs and nuances of the medical billing software, they should be able to work with you, the user, to best implement it. It is also critical that as a user, you are engaged throughout the implementation process to ensure that your needs are being met, and you encounter fewer roadblocks in the future. Without an engaged user, it becomes much more difficult for the support team to do its job well.

Unfortunately, it is not uncommon for customer service teams to lack knowledge, experience, and training themselves.  This can lead to poor billing system implementations causing confused end-users and data inaccuracies — precisely what you purchased a new medical billing system to avoid.  A quick look at customer reviews and testimonials will give you a good indication of the likelihood of encountering this issue.

Ensuring a software’s customer support team is US-based is also a great way to find higher-quality support teams. Many software solutions attempt to slash costs with international support teams, but the quality of their service tends to be considerably lower than domestically based teams. 

After all, why have a team of product experts on-call and ready to assist end users if these “experts” aren’t well-versed in every nuance their medical billing software has to offer?

Having a knowledgeable customer support team in your corner can be a tremendous source of competitive advantage. Knowing that if you have an issue, you have a full team of responsive, customer service representatives ready to help you is not only reassuring, it is business critical.

What good is investing in software if you can’t figure out how to use it, and its support team is unhelpful? 

A great support team helps you get the most out of your software solution, and in turn, the most out of your business.

This is precisely why customer support is so critical to the effectiveness of medical billing software. 


Spend Less Time Waiting, And More Time Doing

When you submit a support ticket, you need help now, not three days from now. Perhaps the only thing more frustrating than receiving sub-standard support is receiving none at all, and waiting long periods of time for a response. 

Beyond being a nuisance, waiting for a response from a support team can cause any issues you encounter to grow in severity, and become more costly to resolve. 

Best-in-class customer support ensures that you spend less time waiting around for answers, and more time acting. 

Instead of waiting around for a support team to get back to you, you should be spending time perfecting your revenue cycle, perfecting your processes, and improving your business. 

If your goal is maximizing the efficiency of your practice or billing company, excellent customer support is an integral part of that equation. 


You Will Run Into Problems

No matter what medical billing software you choose to manage your business, you will, at one point or another, encounter difficulties that require the help of a support team. 

Engaging with customer support is an inevitable part of using software, but this in no way has to be a negative experience. 

At EZClaim, we pride ourselves on being a customer service company that happens to sell medical billing software. We recognize how integral great support is to your experience, which is why we provide best-in-class support from the onboarding process forward.

If you are interested in learning more, we encourage you to schedule a free consultation to learn more about our software, and the industry-leading US-based support team behind it. 




EZClaim is a leading medical billing, scheduling, and payment software provider that combines a best-in-class product with exceptional service and support. For more information, schedule a consultation today, email our experts, or call at 877.650.0904.