Customer Support Specialist

About Hanger

Hanger, Inc. is a leading name in orthotic and prosthetic care, known for advancing human mobility through clinically strong services, advanced products, and a long-standing commitment to patient outcomes. Its Patient Care division operates the largest network of O&P clinics in the country, while the Products & Services division supplies branded and private-label devices, components, and rehabilitation solutions. With 160 years of clinical expertise and innovation, Hanger aims to set the standard in orthotic and prosthetic care by improving service, value, and results for patients and providers.

Role Overview

The Customer Support Specialist acts as a first point of contact for clinicians and administrative teams using digital tools such as EMR systems, dashboards, and newer AI-enabled technologies. The role focuses on helping users navigate platforms, resolve issues, answer workflow questions, and follow best practices so these systems are adopted consistently and effectively across the organization.

This position works closely with operational, clinical, and technology partners to train users, solve problems, and help new technologies fit smoothly into everyday clinical operations.

Key Responsibilities

• Serve as a frontline support contact for clinicians and administrative employees using digital platforms and EMR workflows.
• Handle questions about platform use, workflow steps, and process-related issues.
• Help drive consistent process adoption by reinforcing best practices and updated operating methods.
• Diagnose platform problems and work with IT or vendor teams when issues need escalation.
• Train clinicians and administrators on how to use new technologies effectively.
• Explain how digital tools connect with current clinical workflows.
• Share guidance on documentation standards, data review, and system navigation.
• Support clinicians in adding new tools to daily practice while minimizing disruption to patient care.
• Spot recurring user pain points and suggest workflow enhancements.
• Assist during technology rollouts and system updates as teams transition to new processes.
• Monitor repeated questions and surface trends to the appropriate teams.
• Provide input to operational and technology stakeholders to improve usability and training.
• Contribute to ongoing efforts to improve and optimize platforms.

Minimum Qualifications

• Bachelor’s degree in a relevant field, or equivalent practical experience.
• At least 3 years of experience in healthcare operations, patient access, scheduling operations, or performance improvement.
• Prior experience supporting clinicians or healthcare personnel is preferred.
• Working knowledge of EMR systems and healthcare documentation workflows.
• Must currently have, or be eligible to obtain, a valid driver’s license and a driving record that meets Hanger’s Motor Vehicle Safety Policy and Procedures.

Additional Success Factors

• Strong verbal, written, and interpersonal communication skills.
• Ability to turn technical information into clear, practical guidance for clinical users.
• Solid troubleshooting and problem-solving ability.
• Comfort working with new digital tools and emerging technologies.
• Ability to collaborate effectively with clinical, operational, and IT teams.
• Comfort in a fast-moving environment with multiple priorities.
• Willingness to work outside standard hours, including nights, weekends, and holidays when needed.
• Integrity, transparency, and respectful conduct in all interactions.
• Patient-centered mindset focused on trust and care.
• Collaborative approach with open communication and constructive dialogue.
• Ability to adapt to change and contribute new solutions.
• Focus on strong outcomes and efficient work processes.

Compensation and Benefits

• Competitive pay package.
• 8 paid national holidays plus 4 floating holidays.
• PTO with vacation and sick time.
• Medical, dental, and vision coverage.
• 401(k) savings and retirement plan.
• Paid parental bonding leave for new parents.
• Flexible schedules and part-time opportunities.
• Employee referral bonus program.
• Mentorship opportunities for mentors and mentees.
• Student loan repayment support based on location.
• Relocation support.
• Regional and national travel opportunities for CPO/CO/CP roles.
• Volunteer opportunities at local and national events such as BAKA Bootcamp and EmpowerFest.

Equal Opportunity Statement

Hanger provides equal employment opportunity in all aspects of employment. Employment decisions are made without discrimination or harassment based on 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 or related medical conditions, special disabled veteran status, or any other status protected by federal, state, or local law. The company also complies with applicable fair employment laws covering additional protected characteristics, and retaliation for filing or supporting a discrimination or harassment complaint is prohibited.