Customer Support Specialist

September 5th, 2013

Liaison Healthcare is looking for a Customer Support Specialist to manage customer calls and emails seeking request for assistance, facilitate downtime procedures, document support issues and resolutions, develop customer support best practices, and provide technical support assistance to the implementation team.


  • Manage customer support requests through all channels (phone, email, Liaison staff).
  • Document support incidents and resolution in tracking system. This includes contributing to a support knowledgebase of know problems and resolutions.
  • Working with development to enhance the support incident escalation process including appropriately documented incidents, clearly stated requests to development for assistance, tracking of escalated incidents and customer notifications.
  • Manage EMR-Link or partner downtimes including tracking, notifications and follow with customers and partners as needed.
  • Proactively monitor the health of customers:
  • Follow up on customers not using orders
  • Follow up on results not downloading
  • Monitor EMR-Link error notifications
  • Identify other monitoring tools to assist in proactive monitoring of customers and partners



  • Proven successes managing high volume tasks balancing priority/severity and customer expectations.
    Customer support experience, providing high quality, personalized approach to customer services.
    BA, BS or equivalent desired.
    2 or more years’ experience using Centricity EMR or other EMR, with a solid understanding of physician and staff workflow.
    Working knowledge of HL7 and Interface implementations.
    Well grounded in computer, network, and internet technologies.
    Excellent verbal and written communication skills. Ability to communicate complex issues in a clear concise manner. Able to write customer-facing documentation.
    Ability to work from home; you must be extremely disciplined and able to work well remotely.
    Must be able to work west coast hours, between 8am and 5pm PST.
    Must be legally authorized to work in the U.S. without work sponsorship,

APPLY HERE:—west-coast

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