Job Description
Business Unit
PrognoCIS, developed and serviced by Bizmatics Inc., is a comprehensive Electronic Health Records (EHR) software solution tailored to meet the unique workflow needs of specialty clinics. As a proud member of the Harris Computer family, Bizmatics brings the strength of several hundred dedicated professionals to the healthcare technology space..
Job Summary
We are seeking a passionate and experienced individual to join our Customer Service department as an EMR Tech Support Executive (Tier 2). In this role, you will be responsible for providing technical support to US-based doctors and clinical staff, addressing their concerns with professionalism and efficiency. You will play a key role in ensuring smooth operations of our EMR (Electronic Medical Records) application by troubleshooting issues and coordinating with internal teams for timely resolution.
Work Mode: Hybrid (Initial six months Work from Office)
Shift Timings: Night Shift
Location: Mumbai
What We Are Looking For
Provide Tier 1 and Tier 2 technical support to US physicians and clinical staff.
Receive, analyze, and process support requests via email, cases, voicemails, and inbound calls.
Troubleshoot and resolve errors and issues related to the EMR application.
Assist clinical staff and physicians with workflow-related challenges.
Handle complex problem-solving involving multiple variables in both standard and non-standard scenarios.
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Collaborate with internal teams to ensure timely resolution of technical issues.
Maintain a high level of customer satisfaction through effective communication and support.
(Mandatory Qualifications & Skills)
Any bachelor’s degree
Exceptional verbal and written communication skills
Must have international calling experience.
Excellent phone etiquette and active listening abilities.
Good problem-solving abilities.
At least 2 years of experience working as a Customer Support Executive or a similar position in the Customer Service department
(Preferred/Good-to-Have Skills)
Knowledge of US healthcare industry & minimum 2+ years of experience with any EHR/EMR platform.
Knowledge of MIPS workflow.
HTML/SQL/AWS knowledge will be an advantage.
Skills/ Behavioral Skills
Clearly explain technical concepts to non-technical users (e.g., clinicians, administrative staff).
Listen actively to understand user issues and concerns.
Provide empathetic and patient-centered support.
Prioritize support tickets and system updates efficiently.
Support users who may be overwhelmed or unfamiliar with EMR systems.
Benefits
Annual Public Holidays as applicable
30 days total leave per calendar year
Mediclaim policy
Lifestyle Rewards Program
Group Term Life Insurance
Gratuity
...and more!
