Heno INC Customer Support Specialist (U.S ONLY) Remote · Full time Company website

Apply for Customer Support Specialist (U.S ONLY)

HENO was founded by Jeff Hohman, a software engineer, and Katie Hohman, a physical therapist since 2006 and owner of three private practice clinics in Central Florida. When they opened their first clinic, the husband-and-wife team relied on four to five different software systems to manage their practice. This approach quickly proved inefficient and disorganized. “For the first six months [using multiple platforms], we had no idea whether we were making or losing money,” Katie explained. As their operations expanded to additional clinics, managing multiple systems became increasingly challenging. Determined to find a better solution, Jeff and Katie set out to develop a software that would simplify practice management and eliminate the chaos of using fragmented tools. Drawing on Jeff's expertise in software engineering and Katie's hands-on experience managing clinics, they created HENO — the only EMR built by a physical therapist and private practice owner. This all-in-one platform is designed to save time, reduce costs, and streamline operations. By offering HENO to physical therapy practices everywhere, the Hohmans aim to empower clinicians to focus less on administrative tasks and more on what truly matters — the patient.

Job description:

We are seeking a dynamic remote Customer Support Specialist to join our team at HENO. This is a client-facing position supporting healthcare clinics and end users within an EMR software environment. This role requires someone who can thrive in a fast-paced, high-accountability environment where priorities may shift quickly throughout the day.

 

Key Responsibilities:

• Deliver multi-channel customer support while maintaining exceptional service levels across all communication channels
• Support clinics with Electronic Medical Record (EMR) related questions, troubleshooting, and workflow guidance
• Assist with billing-related inquiries, including claims, rejections, insurance workflows, and payment-related concerns
• Document customer interactions and resolutions accurately within support platforms
• Create, maintain, and update internal and external Knowledge Base articles
• Participate in AI training initiatives by reviewing and improving AI-generated responses
• Assist with software testing, QA validation, and deployment support for new releases and system updates
• Collaborate with onboarding, support, operations, and development teams
• Utilize Jira and Bitbucket to assist with issue tracking, bug reporting, and workflow management
• Escalate technical or operational concerns appropriately while maintaining ownership of the customer experience
• Identify recurring trends, client pain points, and opportunities for operational improvement

Qualifications:

• Medical Billing: 1 years (Required)
• Customer Service: 2 years (Required)
• Previous experience supporting EMR/EHR platforms required
• Experience with Jira and Bitbucket preferred
• Experience participating in software testing or QA processes is a plus
• Strong troubleshooting and problem-solving skills
• Ability to multitask and prioritize effectively in a high-volume environment
• Strong attention to detail and organizational skills
• Ability to work independently while collaborating with cross-functional teams

Equipment Requirements:

• Laptop or Mac (Employee's own)
• Noise-cancelling headset (Employee's own)
• Recommended second monitor (Employee's own)
• Minimum download speed of 50-100mbps

Job Type: Full-time

 

Schedule:

• 10 AM - 7 PM
• Monday to Friday
• One Sunday at the end of each quarter to support software feature deployment

 

Benefits:

• Dental Insurance
• Health Insurance
• Health Savings
• Paid time off
• Vision Insurance
• 401 (K)

 

Application Question(s):

• Please describe your experience working with EMR/EHR systems and medical billing, including the types of claims, insurance workflows, or billing responsibilities you have handled.
• What Electronic Medical Record systems have you used in the past? In what capacity did you use the EMR?