Job VC

We are looking for a technically minded support and operations specialist to manage complex EMR workflows, assist customers through chat, and identify broken processes, system issues, and operational gaps.
This is not a software development role and not a standard customer service position.
The right person should be comfortable working across several systems, investigating why a case did not move forward correctly, and taking ownership until the issue is resolved.
Responsibilities
Respond to customers through Chatway.
Operate and manage workflows in the CARE EMR and our internal EMR.
Review patient statuses, intake forms, lab results, physician approvals, prescriptions, shipments, renewals, and other treatment stages.
Investigate cases where a patient is stuck or a process was not completed correctly.
Determine whether an issue is caused by user error, missing information, incorrect configuration, an operational problem, or a system bug.
Reproduce issues and document them clearly.
Create and manage tasks in Monday.com.
Escalate technical, medical, pharmacy, laboratory, and operational issues to the correct team.
Follow open issues until they are fully resolved.
Test fixes and workflow changes after implementation.
Identify repeated problems and suggest process improvements.
Coordinate between customer support, medical teams, operations, pharmacies, laboratories, and product teams.
Maintain and update internal procedures and documentation.
Main Systems
Monday.com
Chatway
CARE EMR
Our internal EMR
Pharmacy, laboratory, payment, and shipment tracking systems
Requirements
Previous experience in technical support, SaaS operations, system operations, HealthTech, or another complex operational environment.
Excellent written English.
Strong analytical and troubleshooting skills.
Ability to understand an entire workflow rather than only respond to individual messages.
Ability to work across several systems at the same time.
Strong attention to detail and follow-up.
Ability to document:
What happened
What should have happened
How to reproduce the issue
Which users or workflows were affected
Ability to work independently and take ownership of cases.
Ability to distinguish between a technical issue, operational issue, medical issue, and user error.
Comfortable learning new systems quickly.
Nice to Have
Previous experience with EMR or EHR systems.
Experience in telehealth, healthcare, or pharmacy operations.
Experience with Monday.com.
Manual QA or system testing experience.
Basic familiarity with APIs, JSON, browser developer tools, or system logs.
Experience supporting U.S. customers.
This Role Is Not Suitable For
Someone looking only for a basic chat support position.
Someone who relies only on templates without investigating the case.
Someone who needs detailed instructions for every action.
Someone who considers a case completed immediately after escalating it.
Someone who does not enjoy investigating complex workflows.
The ideal candidate combines customer support skills with the mindset of a technical operations and QA specialist.