Customer Support Rep (EMR)

We are seeking a dynamic remote Customer Support Specialist to join our team at HENO. As the first point of contact for our clients, you will utilize your extensive knowledge of HENO?s software to address both technical and non-technical inquiries with precision and efficiency. At HENO, our focus is always on our clients' success, and your role will be pivotal in ensuring they receive exceptional support, enabling them to optimize their patient care.

Description

Key Responsibilities: ? Client Interaction: Communicate with customers via phone, support tickets, and video

conferencing to provide information and assistance.
? Problem Resolution: Understand and resolve client issues, including identifying root

causes and implementing effective solutions.
? Customer Experience: Exceed customer expectations by delivering high-quality

responses in a timely manner, enhancing overall customer experience.
? Process Improvement: Engage in creative problem-solving to drive process

improvements beyond industry standards.
? Technical Guidance: Provide technical guidance to clients and internal teams on product

information, updates, and issue resolution.
? Task Management: Maintain organization, prioritize caseloads, and be accountable for

tasks.
? Stress Management: Remain composed under pressure to handle hectic situations

effectively.
? Feedback Contribution: Offer feedback to improve internal processes and prevent

potential issues.
? Knowledge Base Development: Develop and review knowledge base content to enhance

support scalability and self-service capabilities.
? Issue Escalation: Communicate critical system issues to the Development team

promptly.
? Compliance: Adhere to all company confidentiality and compliance regulations,

including HIPAA.

Qualifications:

? Strong analytical and problem-solving skills.? Passion for customer success and prioritizing customer experience.
? Previous experience with Electronic Medical Records (EMR) systems and help desk

environment.
? Experience in a B2B Software as a Service (SaaS) environment is preferred.
? Excellent communication skills, both verbal and written.
? Ability to type accurately and efficiently.
? High school diploma or equivalent is required.

Equipment Requirements: ? Laptop or Mac (Employee's own) ? Noise-cancelling headset (Employee's own) ? Recommended second monitor (Employee's own) ? Minimum download speed of 50-100mbps

Benefits:
? 401(k)
? Dental insurance
? Health insurance
? Paid time off
? Vision insurance

Specialties:
? Physical & Rehabilitation Medicine
? Sports Medicine
? Pediatrics
? Medical Billing
? Account Management
? Electronic Medical Record Systems

Schedule:
? Monday to Friday
? No nights
? Weekends as needed

Experience:
? EMR Help Desk: 2 years (Required)If you are enthusiastic about providing exceptional customer support in a dynamic environment

and meet the qualifications outlined above, we encourage you to apply for this rewarding

opportunity at HENO. Join us in making a difference in the healthcare industry!

Salary

$17 - $20 per hour