Customer Support Specialist

Why Us:

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

Could This Be For You:

The Customer Support Specialist supports clinicians and administrative staff in the adoption and effective use of digital platforms, including electronic medical record (EMR) tools, dashboards, and emerging AI technologies. This role serves as a frontline resource to assist users with platform navigation, troubleshooting, workflow questions, and best practices to ensure consistent and effective utilization across the organization.

The Customer Support Specialist partners with operational, clinical, and technology teams to provide education, resolve user issues, and support the successful integration of new technologies into daily clinical workflows.

Your Impact:

• Provide frontline support to clinicians and administrative staff using digital platforms and EMR tools on workflows and processes.
• Respond to user inquiries related to workflow, process, digital platforms and the EMR platform.
• Support the standardization of processes by reinforcing best practices, guiding users through updated workflows and helping ensure consistent adoption of operational procedures.
• Troubleshoot platform issues and coordinate with IT or vendor partners when escalation is required.
• Educate clinicians and administrators on the effective use of new technologies.
• Assist users with understanding how digital tools integrate into existing clinical workflows.
• Provide guidance on best practices for documentation, data review, and platform navigation.
• Help clinicians incorporate new tools into daily practice with minimal disruption to patient care.
• Identify common user challenges and recommend workflow improvements.
• Support the transition to new digital processes during platform rollouts or system updates.
• Track recurring user questions and report trends.
• Provide feedback to operational and technology teams to improve system usability and training programs.
• Contribute to ongoing platform optimization efforts.

Minimum Qualifications:

• Bachelor's degree in related field or equivalent experience
• Minimum of 3 years of experience in healthcare operations, patient access, scheduling operations, or performance improvement.
• Experience supporting clinicians or healthcare staff in a healthcare setting preferred.
• Familiarity with EMR platforms and healthcare documentation workflows.
• Must have, or be eligible to obtain, a valid driver's license and driving record within the standards outlined within Hanger's Motor Vehicle Safety Policy and Procedures.

Additional Success Factors:

• Strong communication and interpersonal skills
• Ability to translate technical concepts into practical guidance for clinical users
• Problem-solving and troubleshooting skills
• Comfort supporting new technologies and digital tools
• Ability to work collaboratively across clinical, operational, and IT teams
• Ability to work in a fast-paced environment and manage multiple tasks.
• Flexibility to work non-standard hours, including nights, weekends, and holidays, when necessary.
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

Our Investment In You:

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger's BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.