Technical Support + EMR Operations Specialist

We are looking for a technically minded support and operations specialist to manage complex EMR workflows, assist customers through chat, and identify broken processes, system issues, and operational gaps.

This is not a software development role and not a standard customer service position.

The right person should be comfortable working across several systems, investigating why a case did not move forward correctly, and taking ownership until the issue is resolved.

Responsibilities

• Respond to customers through Chatway.
• Operate and manage workflows in the CARE EMR and our internal EMR.
• Review patient statuses, intake forms, lab results, physician approvals, prescriptions, shipments, renewals, and other treatment stages.
• Investigate cases where a patient is stuck or a process was not completed correctly.
• Determine whether an issue is caused by user error, missing information, incorrect configuration, an operational problem, or a system bug.
• Reproduce issues and document them clearly.
• Create and manage tasks in Monday.com.
• Escalate technical, medical, pharmacy, laboratory, and operational issues to the correct team.
• Follow open issues until they are fully resolved.
• Test fixes and workflow changes after implementation.
• Identify repeated problems and suggest process improvements.
• Coordinate between customer support, medical teams, operations, pharmacies, laboratories, and product teams.
• Maintain and update internal procedures and documentation.

Main Systems

• Monday.com
• Chatway
• CARE EMR
• Our internal EMR
• Pharmacy, laboratory, payment, and shipment tracking systems

Requirements

• Previous experience in technical support, SaaS operations, system operations, HealthTech, or another complex operational environment.
• Excellent written English.
• Strong analytical and troubleshooting skills.
• Ability to understand an entire workflow rather than only respond to individual messages.
• Ability to work across several systems at the same time.
• Strong attention to detail and follow-up.
• Ability to document:
  • What happened
  • What should have happened
  • How to reproduce the issue
  • Which users or workflows were affected
• Ability to work independently and take ownership of cases.
• Ability to distinguish between a technical issue, operational issue, medical issue, and user error.
• Comfortable learning new systems quickly.

Nice to Have

• Previous experience with EMR or EHR systems.
• Experience in telehealth, healthcare, or pharmacy operations.
• Experience with Monday.com.
• Manual QA or system testing experience.
• Basic familiarity with APIs, JSON, browser developer tools, or system logs.
• Experience supporting U.S. customers.

This Role Is Not Suitable For

• Someone looking only for a basic chat support position.
• Someone who relies only on templates without investigating the case.
• Someone who needs detailed instructions for every action.
• Someone who considers a case completed immediately after escalating it.
• Someone who does not enjoy investigating complex workflows.

The ideal candidate combines customer support skills with the mindset of a technical operations and QA specialist.