Executive - EMR Support

MediSolution; Mumbai; Hybrid; INR 600,000 - 800,000; Full time

Benefits offered by this job

Annual Public Holidays

30 days leave

Mediclaim policy

Lifestyle Rewards Program

Group Term Life Insurance

Gratuity

Job summary

Harris is seeking a proactive EMR Tech Support Executive (Tier 2) in Mumbai to assist US doctors and clinical staff. You will troubleshoot the EMR system, handle complex issues, and coordinate with internal teams to ensure resolution while delivering empathetic, patient-centered support in a hybrid work mode.

The role requires 2+ years in customer support, excellent communication, and knowledge of healthcare workflows. Initial six months on-site with ongoing hybrid arrangements.

Qualifications

• 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 in Customer Support or similar role.

Responsibilities

• 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.
• Collaborate with internal teams to ensure timely resolution of technical issues.
• Maintain a high level of customer satisfaction through effective communication and support.

Skills

Tier 1 Support

Tier 2 Support

EMR knowledge

US Healthcare

Communication

Problem Solving

Active Listening

Team Collaboration

Education

Bachelor's degree

Tools

HTML

SQL

AWS

Job description

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.
• 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!

At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities.

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants who require a reasonable accommodation due to a disability may contact us by email at [e-mail]. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws

Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.