Customer Support Specialist

Hanger, Inc.•Austin, TX

10d

About The Position

The Customer Support Specialist supports clinicians and administrative staff in the adoption and effective use of digital platforms, including electronic medical record (EMR) tools, dashboards, and emerging AI technologies. This role serves as a frontline resource to assist users with platform navigation, troubleshooting, workflow questions, and best practices to ensure consistent and effective utilization across the organization. The Customer Support Specialist partners with operational, clinical, and technology teams to provide education, resolve user issues, and support the successful integration of new technologies into daily clinical workflows.

Requirements

Bachelor’s degree in related field or equivalent experience
Minimum of 3 years of experience in healthcare operations, patient access, scheduling operations, or performance improvement.
Experience supporting clinicians or healthcare staff in a healthcare setting preferred.
Familiarity with EMR platforms and healthcare documentation workflows.
Must have, or be eligible to obtain, a valid driver’s license and driving record within the standards outlined within Hanger’s Motor Vehicle Safety Policy and Procedures.

Nice To Haves

Strong communication and interpersonal skills
Ability to translate technical concepts into practical guidance for clinical users
Problem-solving and troubleshooting skills
Comfort supporting new technologies and digital tools
Ability to work collaboratively across clinical, operational, and IT teams
Ability to work in a fast-paced environment and manage multiple tasks.
Flexibility to work non-standard hours, including nights, weekends, and holidays, when necessary.
Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
Keep the patient at the center of everything that you do, building lifelong trust.
Foster open collaboration and constructive dialogue with everyone around you.
Continuously innovate new solutions, influencing and responding to change.
Focus on superior outcomes, and calibrate work processes for outstanding results.

Responsibilities

Provide frontline support to clinicians and administrative staff using digital platforms and EMR tools on workflows and processes.
Respond to user inquiries related to workflow, process, digital platforms and the EMR platform.
Support the standardization of processes by reinforcing best practices, guiding users through updated workflows and helping ensure consistent adoption of operational procedures.
Troubleshoot platform issues and coordinate with IT or vendor partners when escalation is required.
Educate clinicians and administrators on the effective use of new technologies.
Assist users with understanding how digital tools integrate into existing clinical workflows.
Provide guidance on best practices for documentation, data review, and platform navigation.
Help clinicians incorporate new tools into daily practice with minimal disruption to patient care.
Identify common user challenges and recommend workflow improvements.
Support the transition to new digital processes during platform rollouts or system updates.
Track recurring user questions and report trends.
Provide feedback to operational and technology teams to improve system usability and training programs.
Contribute to ongoing platform optimization efforts.

Benefits

Competitive Compensation Packages
8 Paid National Holidays & 4 additional Floating Holidays
PTO that includes Vacation and Sick time
Medical, Dental, and Vision Benefits
401k Savings and Retirement Plan
Paid Parental Bonding Leave for New Parents
Flexible Work Schedules and Part-time Opportunities
Generous Employee Referral Bonus Program
Mentorship Programs- Mentor and Mentee
Student Loan Repayment Assistance by Location
Relocation Assistance
Regional & National traveling CPO/CO/CP opportunities
Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest