Customer Relations Specialist

Title: Customer Relations Specialist
Career Level and Role Type: Entry to Mid; Full-Time Position
Tools Ticket tracking with Jira; Confluence Wiki; Microsoft Office
Education College Degree or Technical Degree Required
Responsibilities: Customer support for service-related issues

Customer communication for product changes

Customer contact database management

Documentation for customer facing and internal issues

Support and supplement quality assurance processes

HIPAA and HITECH compliance


Health Monitoring Systems is seeking candidates for a customer support specialist role.  This position is responsible for working with end users and ensuring successful customer experience.   The customer support specialist tracks customer issues, communicates changes in the EpiCenter service, and manages regular status meetings.  EpiCenter is software-as-a-service (SaaS) provided to public health departments to monitor healthcare-related data throughout the United States.  EpiCenter is the largest system in the country that collects real-time HL7 healthcare data, storing billions of records from thousands of providers.

This support position demands candidates who are capable of mastering technology.  EpiCenter is developed by Health Monitoring Systems and involves multi-domain expertise.   This expertise is distributed throughout team members who are leaders in the field.   The position will need to discuss customer questions and issues with domain experts and be able to accurately and succinctly convey status.

The position is responsible for:

  • Managing the customer ticketing process
  • Tracking issues to successful resolution and acceptance
  • Maintaining routine status reports

Since Health Monitoring Systems works with healthcare data, our systems conform to a company Information Security Plan that implements HIPAA and HITECH.  Adhering to these standards and working with our processes is an important responsibility of this position.

A successful candidate for this position will be detail-oriented, possess excellent communication skills, demonstrate interest in technology, and desire to help customers meet their objectives.

Contacts us at