EHR Technical Support Specialist

About This Role

iRhythm is currently seeking a motivated and technically skilled individual to join as an Electronic Health Record (EHR) Technical Support Specialist. This is an in-person position located in Manila, Philippines. This role will be responsible for providing first-line technical support for our EHR-integrated customers. Your problem-solving skills and passion for customer success will ensure that these customers get quick resolution to their technical issues and continue to see the maximum value from our overall Zio service and efficiencies gained from our EHR integration. 

As part of the Digital Solutions team you will work closely with our Technical Service Analysts, Customer Care teams, and Revenue Cycle Management teams to quickly diagnose and resolve customer issues. 

Our work environment is fast paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient experience. We are looking for like-minded individuals to join our team today! 

Specific job responsibilities include: 

• Solve escalated issues from other customer support roles and ensure we deliver timely and effective customer service. 

• Speaking to customers and walking them through a series of actions to solve the problem 

• Managing multiple cases at one time 

• Escalate urgent issues to appropriate support teams 

• Troubleshoot customer issues within our CRM platform (Salesforce) 

• Work and communicate independently with the client’s implementation team and cross-functionally within iRhythm on a regular basis. 

• Post-implementation partnership with iRhythm Customer Care and Revenue Cycle Services organizations to provide ongoing support. 

About you: 

You are someone who enjoys solving problems and won’t hesitate to take on new challenges. You are an technical, detail-oriented individual with great communication skills and the desire to make a positive impact in every interaction. This team is crucial for ensuring that health systems’ can continue to provide timely care to their patients and is often the first-line of communication that a health system has with iRhtyhm, after they encounter an issue. 

Our team has ambitious goals to continue growing and positively impacting more customers and more patients each year, and this role will be key to unlocking our ability to scale efficiently and successfully. 

In addition to the overview above, here are a few key skills and qualities we’re looking for from you: 

• At least 2 years experience in customer service with a focus with a focus on collaboration and flexibility when working with both external and internal stakeholders. 

• At least 3 years of experience working with a healthcare organization, preferably with EHR experience 

• Some experience with HL7 integration engine solutions (InterSystems preferred, others are ok!), experience or knowledge of coding and transforming messages (ORM, ORU, ADT) is a bonus 

• Ability to multi-task and prioritize business requirements in a dynamic, fast paced environment. 

• Ability and desire to get to the root cause of issues 

• Strong communication skills 

• Proven success in working with health systems or providers in a strategic capacity, ideally including workflow consultation with customers is preferred 

• Understanding of the healthcare landscape is preferred. 
• Bachelor’s degree or relevant experience in the healthcare or technology field. 

What’s in it for you: 

This is a full-time position with competitive compensation package, excellent benefits including medical, dental and vision insurance (all of which start on your first day), paid holidays, and PTO! 

iRhythm also provides additional benefits including 401K (with company match), an Employee Stock Purchase Plan, paid parental leave, pet insurance discount, Cultural Committee/Charity events, and so much more! 

FLSA Status: Exempt

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