Carex is partnering with a Series A healthtech partner to hire multiple Technical Customer Support Specialists to join the team onsite in New York City. This is a customer-facing technical role supporting a technology platform built specifically for behavioral health organizations. The Technical Customer Support Specialist will work directly with behavioral health providers to troubleshoot technical and workflow issues and partner cross-functionally with implementation, product, and engineering teams to drive issues through resolution.
Candidates should bring strong subject matter expertise in one of two areas: EHR/CRM workflows or Revenue Cycle Management (RCM). EHR/CRM-focused candidates should have a strong understanding of healthcare technology, clinical and operational workflows, configuration, and integrations. RCM-focused candidates should bring deeper expertise in healthcare billing, revenue cycle workflows, and related technology. This role is well suited for someone coming from an EHR/EMR vendor, healthcare SaaS organization, RCM technology company, or technical implementation environment who wants to apply their expertise to behavioral health and work directly with customers and product teams in a fast-paced, evolving startup environment.
What You’ll Do
- Serve as a technical point of contact for behavioral health organizations using the platform, providing responsive and solutions-oriented support.
- Troubleshoot application, workflow, configuration, integration, and other technical issues.
- Investigate customer-reported problems, identify root causes, and independently resolve issues when possible.
- Partner with product and engineering teams to escalate and drive resolution of issues requiring deeper technical investigation.
- Apply subject matter expertise in EHR/CRM or RCM to understand customer challenges and recommend effective solutions.
- For EHR/CRM-focused positions, support workflows spanning electronic health records, customer relationship management, clinical operations, and related healthcare technology.
- For RCM-focused positions, support workflows spanning healthcare billing, revenue cycle operations, and related systems and processes.
- Help customers understand, troubleshoot, and optimize workflows within the platform.
- Support customer implementations, including configuration, testing, troubleshooting, and go-live activities as needed.
- Translate complex technical concepts into clear, actionable guidance for both technical and non-technical users.
- Collaborate closely with implementation, customer success, product, and engineering teams to ensure customer issues are addressed effectively.
- Identify recurring issues, workflow gaps, and customer pain points and provide actionable feedback to improve the product and customer experience.
- Build a strong understanding of behavioral health customer workflows and use cases to provide informed, contextual support.
- Work directly with customers in a highly responsive, fast-moving environment while managing multiple priorities.
What You’ll Bring
- 3+ years of experience with EHR/EMR systems, healthcare technology, RCM technology, technical support, implementation, or a similar customer-facing technical role.
- Demonstrated subject matter expertise in EHR/CRM workflows or Revenue Cycle Management (RCM).
- For EHR/CRM-focused candidates, strong knowledge of healthcare software workflows, including EHR/EMR, CRM, clinical and operational processes, configuration, and/or integrations.
- For RCM-focused candidates, strong knowledge of healthcare billing and revenue cycle workflows, systems, and processes.
- Experience working for an EHR/EMR vendor, healthcare SaaS organization, RCM technology company, or healthtech organization strongly preferred.
- Strong technical troubleshooting and problem-solving skills with the ability to investigate complex issues and identify root causes.
- Ability to quickly learn sophisticated software platforms and understand how technology supports healthcare workflows.
- Strong customer-facing communication skills and the ability to work effectively with both technical and non-technical stakeholders.
- Ability to translate technical issues and solutions into clear, accessible language for customers.
- Experience partnering cross-functionally with implementation, product, engineering, customer success, or similar teams.
- Behavioral health experience is strongly valued but not required.
- Ability to manage competing priorities and operate effectively in an environment where processes and products continue to evolve.
- Comfort working in a fast-paced, high-growth startup environment.
- Ability to work onsite in NoMad, New York City.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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