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!
Work Location: Remote
