Overview
We are seeking a detail-oriented, customer-focused
Clinical Support Specialist to join our team. This role supports long-term care organizations using an electronic medical record (EMR) and billing software platform. The ideal candidate has a clinical or healthcare background, strong communication skills, and experience working with software systems in a customer-facing environment.
About The Client
The client is an established healthcare technology provider specializing in software solutions for long-term care organizations. Their platform supports clinical documentation, billing, and operational workflows, with a strong emphasis on compliance, efficiency, and customer support within regulated healthcare environments.
Key Responsibilities
Customer Support & Issue Resolution
- Provide customer support via phone, email, and ticketing systems
- Respond to customer inquiries with timely, accurate resolutions
- Troubleshoot technical issues and escalate complex cases when necessary
- Identify bugs, inconsistencies, or system errors and document them clearly for the development team
Software Customization & Workflow Optimization
- Configure and customize EMR modules, fields, and workflows to align with customer operational needs
- Consult with customers to understand clinical workflows and recommend best-practice configurations
- Support customers in optimizing system efficiency, accuracy, and compliance
Training & Documentation
- Deliver virtual and/or onsite training to users at varying skill levels
- Develop clear training materials, job aids, and customer-facing documentation
- Document internal processes, system configurations, and resolutions to support continuous improvement
Quality Assurance & Product Support
- Participate in software testing for new features, updates, and system patches
- Recommend enhancements based on customer feedback and workflow analysis
- Support product development by validating fixes and improvements prior to release
Qualifications
Required
- Excellent written and verbal English communication skills
- Healthcare or clinical background with understanding of common clinical workflows
- Experience with EMR systems, software testing, or QA processes
- Strong problem-solving skills and high attention to detail
- Ability to manage multiple priorities in a fast-paced environment
Preferred (Optional)
- Bachelors degree in healthcare, health information management, nursing, or a related field
- Project management, training, or implementation experience
