Remote EMR & Practice Support Specialist

PatientNow, Inc.; United States; Remote; USD 34,000 - 41,000; Full time

Job summary

PatientNow, a leading provider of EMR and practice-management software, is seeking a Support Specialist to diagnose customer questions, guide users through solutions, and ensure a positive support experience across EMR, Practice Management, and CRM platforms.

You will collaborate with customers via phone, email, and tickets, escalate complex issues, document resolutions, and stay current on product releases.

Qualifications

• 1+ years of software support, technical support, customer service, or help desk experience.

Responsibilities

• Provide software application support for PatientNow customers via phone, email, and ticketing systems.
• Assist clients with all aspects of the PatientNow platform to maximize operational efficiency, revenue growth, and patient satisfaction.
• Diagnose and resolve software-related issues as well as hardware integrations involving scanners, barcode readers, cameras, and payment processing devices.
• Guide customers through troubleshooting steps and clearly communicate solutions in a professional, user-friendly manner.
• Accurately document customer interactions, issue details, and resolutions within the CRM and ticketing system.
• Identify, prioritize, and elevate complex or high-impact issues according to established support procedures.
• Conduct customer follow-up and scheduled callbacks to ensure issues are resolved and expectations met.
• Recommend alternative solutions and best practices to improve outcomes and platform adoption.
• Stay current on PatientNow products, new feature releases, industry trends, and support processes.
• Contribute to a customer-first culture focused on responsiveness, accountability, and continuous improvement.

Skills

Software support

Technical support

Customer service

Help desk

CRM experience

Remote troubleshooting

Education

1+ years software support experience

Experience troubleshooting software applications

EMR/Practice Management/CRM experience preferred

CRM and ticketing systems experience

Remote support tools familiarity (LogMeIn, TeamViewer)

Tools

CRM systems

Ticketing systems

LogMeIn

TeamViewer

Job description

PatientNow, a leading provider of EMR and practice-management software, is seeking a Support Specialist to diagnose customer questions, guide users through solutions, and ensure a positive support experience across EMR, Practice Management, and CRM platforms.

You will collaborate with customers via phone, email, and tickets, escalate complex issues, document resolutions, and stay current on product releases.