Note: The job is a remote job and is open to candidates in USA. HENO is a healthcare software company offering an all-in-one EMR platform for physical therapy practices. The Customer Support Specialist provides client-facing, multi-channel support to healthcare clinics and end users, handling EMR, billing, troubleshooting, and workflow questions while assisting with testing, documentation, AI training, and cross-functional operational improvements.
Responsibilities
- Deliver multi-channel customer support while maintaining exceptional service levels across all communication channels
- Support clinics with Electronic Medical Record (EMR) related questions, troubleshooting, and workflow guidance
- Assist with billing-related inquiries, including claims, rejections, insurance workflows, and payment-related concerns
- Document customer interactions and resolutions accurately within support platforms
- Create, maintain, and update internal and external Knowledge Base articles
- Participate in AI training initiatives by reviewing and improving AI-generated responses
- Assist with software testing, QA validation, and deployment support for new releases and system updates
- Collaborate with onboarding, support, operations, and development teams
- Utilize Jira and Bitbucket to assist with issue tracking, bug reporting, and workflow management
- Escalate technical or operational concerns appropriately while maintaining ownership of the customer experience
- Identify recurring trends, client pain points, and opportunities for operational improvement
Skills
- Medical Billing: **1 years (Required)**
- Customer Service: **2 years (Required)**
- Previous experience supporting EMR/EHR platforms required
- Strong troubleshooting and problem-solving skills
- Ability to multitask and prioritize effectively in a high-volume environment
- Strong attention to detail and organizational skills
- Ability to work independently while collaborating with cross-functional teams
- Laptop or Mac (Employee's own)
- Noise-cancelling headset (Employee's own)
- Minimum download speed of 50-100mbps
- Experience with Jira and Bitbucket preferred
- Experience participating in software testing or QA processes is a plus
- Recommended second monitor (Employee's own)
Benefits
- Dental Insurance
- Health Insurance
- Health Savings
- Paid time off
- Vision Insurance
- 401 (K)
Company Overview