Customer Service Executive

Job Description Customer Support Executive

Experience: 2+ Years
Industry: US Healthcare / Healthcare IT
Employment Type: Full-Time
Work Location: Pune
Shift: US Shift / Night Shift
Department: Customer Support / Operations
Reports To: Customer Support Manager / Support Lead

1. Job Summary

We are looking for an experienced and customer-focused Customer Support Executive with a minimum of 2 years of experience supporting US Healthcare projects.

The candidate will be responsible for providing effective L1/L2 customer and application support to US-based healthcare clients, providers, clinical staff, and administrative users. The role involves understanding customer issues, troubleshooting functional and application-related problems, providing timely resolutions, managing support tickets, and coordinating with Product, Engineering, QA, and Operations teams for complex issues.

The ideal candidate should have good knowledge of US healthcare workflows, EHR/EMR systems, medical terminology, healthcare applications, scheduling, authorization, insurance/claims processes, and should be comfortable working in US shifts.

2. Key Responsibilities

A. Customer Support

• Provide professional and timely support to US-based healthcare customers.
• Handle customer queries through phone, email, chat, and ticketing systems.
• Understand customer problems and provide accurate resolutions.
• Maintain professional communication and strong customer relationships.
• Demonstrate patience, empathy, and ownership while handling customer issues.
• Follow up with customers until the issue is successfully resolved.
• Ensure high customer satisfaction and first-contact resolution wherever possible.

B. Application / Product Support

• Provide L1/L2 functional support for healthcare applications.
• Troubleshoot application, workflow, configuration, and user-access issues.
• Assist users with EHR/EMR, practice management, scheduling, authorization, billing, and related healthcare workflows.
• Guide customers through application features and standard workflows.
• Reproduce reported issues and collect appropriate troubleshooting information.
• Identify whether an issue is related to configuration, user workflow, data, integration, or application functionality.
• Provide appropriate workarounds when a permanent resolution is not immediately available.

C. US Healthcare Domain Support

• Demonstrate a working understanding of US healthcare processes and terminology.
• Understand basic healthcare workflows such as:
• Patient registration
• Provider and patient management
• Appointment scheduling
• Eligibility verification
• Prior authorization
• Medical billing
• Claims processing
• CPT / HCPCS / ICD-10 concepts
• Insurance and payer workflows
• EHR/EMR workflows
• Revenue cycle processes
• Understand the importance of handling PHI/PII and confidential healthcare information appropriately.
• Follow organizational security, privacy, and HIPAA-related procedures.

D. Ticket & Incident Management

• Create, update, categorize, prioritize, and close support tickets.
• Capture complete issue details including:
• Customer/user information
• Issue description
• Steps to reproduce
• Screenshots/logs where applicable
• Business impact
• Frequency of occurrence
• Troubleshooting performed
• Resolution/workaround
• Prioritize incidents based on business impact and severity.
• Meet defined SLA, response, resolution, and escalation timelines.
• Maintain accurate support documentation and case history.
• Perform appropriate follow-up on pending tickets.

E. Troubleshooting & Escalation

• Perform structured troubleshooting before escalating issues.
• Identify recurring or application-wide issues.
• Escalate technical issues to Engineering/Development teams with complete diagnostic information.
• Work with QA teams to reproduce and validate defects.
• Coordinate with Product, Engineering, Infrastructure, and Operations teams for resolution.
• Validate fixes before communicating resolution to customers.
• Monitor escalated issues until closure.

F. Customer Communication

• Communicate clearly with US-based customers and healthcare professionals.
• Explain technical issues in simple, non-technical language when required.
• Conduct customer calls and screen-sharing sessions for troubleshooting.
• Provide clear instructions and step-by-step guidance.
• Handle difficult or escalated customer situations professionally.
• Maintain excellent written communication through emails and ticket updates.

G. Documentation & Knowledge Management

• Create and maintain troubleshooting guides, FAQs, SOPs, and knowledge-base articles.
• Document common issues and their resolutions.
• Identify recurring customer problems and recommend process improvements.
• Contribute to support knowledge-sharing and team training.
• Maintain accurate application and workflow documentation.

3. Required Skills

Mandatory

• Minimum 2 years of experience in US Healthcare customer/application support.
• Experience working with US healthcare clients/customers.
• Strong verbal and written English communication skills.
• Understanding PHI and the importance of protecting patient information.
• Awareness of HIPAA requirements related to privacy, security, confidentiality, minimum necessary access, and appropriate handling of patient data.
• Experience handling international/US customer calls.
• Experience with ticketing or CRM systems.
• Good troubleshooting and analytical skills.
• Good understanding of EHR/EMR or healthcare applications.
• Understanding of basic US healthcare terminology and workflows.
• Ability to work independently and manage multiple support requests.
• Strong customer-service orientation.
• Willingness to work in US/night shifts.

Healthcare Domain Knowledge

Candidates should preferably have hands-on experience with one or more of:

• EHR / EMR
• Practice Management Systems
• Medical Billing
• Revenue Cycle Management
• Claims
• Eligibility
• Prior Authorization
• Scheduling
• Patient Management
• Provider Management
• Insurance/Payer workflows
• Medical terminology

Experience with CPT, HCPCS, ICD-10 and healthcare claims workflows is an advantage. Comparable US healthcare support roles commonly expect familiarity with healthcare operations, EHR/EMR platforms, claims, billing, eligibility, or related workflows.

4. Technical Skills

Must Have

• MS Office / Google Workspace
• CRM / Ticketing systems
• EHR / EMR applications
• Basic application troubleshooting
• Browser troubleshooting
• Basic understanding of APIs/integrations is preferred
• Basic understanding of application logs is preferred

Good to Have

• Jira
• Confluence
• SQL basics
• Python
• Github
• GCP
• API troubleshooting
• Browser Developer Tools
• AI Awareness
• Basic understanding of REST APIs
• Basic understanding of application integrations
• Knowledge of healthcare interoperability concepts

5. Support Responsibilities – L1/L2

L1 Responsibilities

• Receive and acknowledge customer issues.
• Perform initial issue analysis.
• Validate user, application, and workflow information.
• Perform basic troubleshooting.
• Provide standard resolutions and workarounds.
• Document the issue in the ticketing system.
• Escalate unresolved issues with complete information.
• Follow up with customers and maintain SLA.

L2 Responsibilities

• Perform detailed application troubleshooting.
• Reproduce complex issues.
• Analyze application behavior and logs where available.
• Identify data/configuration/workflow-related issues.
• Coordinate with Engineering and QA.
• Support defect validation.
• Analyze recurring incidents.
• Provide root-cause information where available.
• Update knowledge-base articles and troubleshooting documentation.

6. Key Performance Indicators

The candidate will be expected to work toward defined support KPIs such as:

• First Response Time
• Average Resolution Time
• First Contact Resolution
• SLA Compliance
• Ticket Backlog
• Ticket Reopen Rate
• Customer Satisfaction / CSAT
• Call Quality
• Ticket Quality
• Escalation Quality
• Customer Follow-up Compliance
• Knowledge Base Contribution

7. Behavioral Competencies

• Customer-first mindset
• Strong ownership and accountability
• Excellent communication skills
• Active listening
• Empathy and patience
• Strong analytical thinking
• Problem-solving ability
• Attention to detail
• Ability to multitask
• Ability to prioritize issues based on business impact
• Team collaboration
• Ability to work under pressure
• Willingness to learn new healthcare applications and workflows

8. Education

Required:

• Bachelor's degree in IT, Computer Science, Healthcare Administration, Business Administration, or a related discipline.

Preferred:

• Healthcare IT / Medical Billing / Healthcare Administration certification or relevant healthcare domain training.

Equivalent relevant experience may be considered.

9. Experience

Mandatory

2+ years of experience in:

• US Healthcare customer support, OR
• US Healthcare application support, OR
• EHR/EMR support, OR
• Healthcare software/product support.

Preferred

Experience supporting:

• US physicians
• Healthcare providers
• Clinical staff
• Practice administrators
• Medical billing teams
• Healthcare operations teams

Experience with US healthcare software platforms and EHR/EMR systems is highly desirable. Comparable healthcare support positions also commonly emphasize international calling, troubleshooting, clinical-user support, and EHR/EMR experience.

10. Working Hours

• US Business Hours / US Night Shift
• Candidate should be comfortable working rotational US shifts if required.
• Occasional weekend/holiday support may be required based on business needs.

11. Ideal Candidate Profile

The ideal candidate will be someone who:

• Has 2+ years of hands-on US Healthcare support experience.
• Has supported a healthcare application, EHR/EMR, practice management, RCM, billing, scheduling, or authorization platform.
• Is comfortable communicating directly with US customers and healthcare professionals.
• Can independently troubleshoot applications and workflow issues.
• Understands the importance of HIPAA, PHI confidentiality, and healthcare data security.
• Can effectively distinguish between user error, workflow issue, configuration issue, data issue, integration issue, and product defect.
• Has strong ticket ownership and escalation skills.
• Can work effectively with Engineering, QA, Product, and Operations teams.