Customer Support Specialist – EMR Software
Help US home health and hospice teams get the most out of the software they rely on every day. A fully remote support role, and a strong fit for anyone with a BPO or healthcare background.
We usually respond within three days
About The Back Room
We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it.
About the Client
Our client is a US-based healthcare software company whose platform is used by home health and hospice providers to run patient care, operations and compliance. They’re growing their offshore support team. This role exists to give their customers fast, clear help whenever they’re stuck.
The Role
You’ll be the first person customers reach when they have a question or problem with the software, by phone, email or chat. You’ll troubleshoot common issues, explain features in plain language, and escalate the complex cases to the right specialist team. In your first 6–12 months, success means customers leave each conversation with an answer or a clear next step, and your tickets are accurate enough that anyone could pick them up.
This is a fixed shift night shift (11:00 pm - 8:00 am PH time), fully remote, as part of a 24/7 support team.
What You’ll Do
Help customers by phone, email and chat with questions about software features and workflows
Troubleshoot common technical issues and guide customers to a fix
Escalate complex technical or clinical questions to specialist teams
Log every interaction accurately in the support ticketing system
Follow US health-privacy rules (HIPAA) and data-privacy rules when handling customer information
Pass product feedback and improvement ideas to the development team
What We’re Looking For
Excellent spoken and written English; you can explain things clearly to customers with different levels of technical knowledge
At least 1 year of customer service or BPO support experience
Calm, patient problem-solver who follows processes carefully
Able to work the night shift consistently
A quiet home workspace and reliable internet
Nice to Have
Experience with EMR/EHR or other healthcare software
A nursing, home health aide or hospice care background
Familiarity with home health or hospice workflows and terminology
Experience with a ticketing system or support software
Why This Role
You’ll build specialist skills in US healthcare software, an in-demand niche with a clear path beyond general BPO support. For nurses and caregivers, it’s a way to use your healthcare knowledge in a remote, non-clinical role.
This role is open to Philippine citizens currently based in the Philippines.
Know someone great for this role? Refer them here and earn up to PHP 8,000 via GCash for every successful hire.
- Department
- Client-Based
- Role
- CSR/TSR
- Remote status
- Fully Remote
- Employment type
- Full-time
- Employment level
- First /Mid-Level Officials
Clark Global City
Workplace, Culture & Diversity
At The Back Room, culture isn't an afterthought; it's how we operate. We're guided by a simple purpose: Nurture, Grow, Delight for our team just as much as for our clients.
We've built an environment where people are trusted to do great work, supported to keep growing, and genuinely looked after along the way. That means real investment in training and development, leaders who show up for their teams, and a workplace where equal opportunity isn't just a policy; it's how decisions get made
We're proud to be recognised as one of HR Asia's Best Companies to Work For, a reflection of the team we've built and the culture we protect.