Medsender

Customer Support

• Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat.
• Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds.
• Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority).
• Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices.
• Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution.
• Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).

Customer Support Specialist

Implementation Specialist

• Own customer implementations end-to-end: manage onboarding from kickoff through go-live, including timelines, action items, and stakeholder coordination.
• Configure customer workflows: set up permissions, routing rules, queues, templates, and customer-specific settings to match real-world clinic operations.
• Implement referral workflows: map intake, triage, routing, follow-up, and status tracking into Medsender for efficient referral operations.
• Support EHR-related workflows and integrations (as applicable): coordinate requirements, assist with testing and validation, and ensure go-live readiness.
• Lead Zoom trainings and enablement: run live trainings for front desk staff, referral coordinators, and clinical teams; tailor sessions to user roles and workflows.
• Document and communicate implementation needs internally: when issues require deeper investigation, escalate with clear detail (context, expected vs actual behavior, steps tried, screenshots, customer impact, and urgency).
• Improve implementation playbooks and resources: create and maintain checklists, guides, and training materials to make onboarding faster and more consistent over time.
• Operate in a HIPAA-aware environment: handle sensitive information appropriately and follow minimum-necessary practices.