What are the responsibilities and job description for the Technical Customer Support Specialist position at Enzo Health?
Enzo Health is a healthcare technology company transforming home health operations through purpose-built artificial intelligence. We deliver a secure, HIPAA-compliant AI platform that unifies intake, clinical documentation, coding, and quality assurance—enabling agencies to reclaim time and revenue while elevating patient care.
Enzo addresses the critical challenges facing home health agencies today: rising operational costs, clinician burnout, shrinking reimbursement margins, and increasing compliance demands. Our integrated AI solution automates documentation workflows from referral to final QA, allowing clinical staff to focus on delivering exceptional patient care.
Our Solutions
Trusted by top-performing home health agencies nationwide, Enzo delivers measurable results: documentation time under 25 minutes per visit, referral intake under 5 minutes, and 30-50% savings per episode of care. These efficiencies effectively double staff capacity while maintaining exceptional quality and compliance.
As reimbursement pressures intensify, Enzo Health empowers agencies to navigate cost-cutting measures without compromising care quality, positioning AI as the essential strategy for sustainable growth in home health.
About The Role
Most home health agencies hate their EHR. Enzo is the AI-native EHR they switch to when they're done settling. Our customers run their entire agency on us—clinical documentation, scheduling, intake, billing, the full Medicare revenue cycle—so when something breaks, a clinician is standing in a patient's living room and a billing manager is staring at a claim that won't go out.
You're the first human they reach, and the one who gets it moving again. You own each issue from the first message to the verified fix, escalate clean when it needs engineering, and turn the same question asked ten times into documentation that answers it forever—building AI tooling so the queue scales without burying you.
What You'll Do
In this industry, the EHR is usually the worst vendor relationship an agency has—and support is where that reputation is made or broken. Owners share association boards, administrators move between agencies, DONs know each other from the field. Every issue you close cleanly is a customer who stays and recommends; every one that drifts is a story that follows us. You're often the only Enzo employee a customer talks to all month, which makes you the face of whether we keep our promise.
What We Offer
Enzo addresses the critical challenges facing home health agencies today: rising operational costs, clinician burnout, shrinking reimbursement margins, and increasing compliance demands. Our integrated AI solution automates documentation workflows from referral to final QA, allowing clinical staff to focus on delivering exceptional patient care.
Our Solutions
- Enzo Intake: Delivers intake decisions in seconds, automatically extracting key data from referrals to increase admissions and reduce processing delays.
- Enzo Scribe: Auto-generates OASIS documentation, clinical narratives, and care plans, reducing documentation time by up to 75%.
- Enzo QA: Ensures documentation meets the highest clinical standards with approximately 95% coding accuracy, reducing compliance risk while increasing reimbursement by an average of $185 per episode.
- Enzo EHR: An AI-native home health EHR that automates workflows across the patient journey—from intake to billing—reducing administrative burden and helping agencies scale efficiently.
Trusted by top-performing home health agencies nationwide, Enzo delivers measurable results: documentation time under 25 minutes per visit, referral intake under 5 minutes, and 30-50% savings per episode of care. These efficiencies effectively double staff capacity while maintaining exceptional quality and compliance.
As reimbursement pressures intensify, Enzo Health empowers agencies to navigate cost-cutting measures without compromising care quality, positioning AI as the essential strategy for sustainable growth in home health.
About The Role
Most home health agencies hate their EHR. Enzo is the AI-native EHR they switch to when they're done settling. Our customers run their entire agency on us—clinical documentation, scheduling, intake, billing, the full Medicare revenue cycle—so when something breaks, a clinician is standing in a patient's living room and a billing manager is staring at a claim that won't go out.
You're the first human they reach, and the one who gets it moving again. You own each issue from the first message to the verified fix, escalate clean when it needs engineering, and turn the same question asked ten times into documentation that answers it forever—building AI tooling so the queue scales without burying you.
What You'll Do
- Serve as the first line of support across email, chat, tickets, and phone for clinicians, billers, admins, and owners
- Diagnose issues across the full platform—documentation, scheduling, intake, billing, revenue cycle—and know fast what you can solve vs. escalate
- Close the loop: tell the customer what happened, what changed, and how to verify it—before they ask twice
- Escalate clean: reproduction steps, impact, and what you've ruled out, so engineering fixes it instead of re-investigating it
- Turn repeat questions into self-serve answers—help articles, in-app guidance, internal playbooks
- Build your own leverage with AI: auto-drafted replies, ticket triage and routing, deflection. We scale with tooling, not headcount
- 2 years in technical customer support or a client-facing role, ideally healthtech or healthcare SaaS
- Real troubleshooting instinct—you isolate root cause instead of guessing, and know a workaround from a fix
- Demonstrated AI fluency: you've actually built automations or AI workflows in your job, not just drafted replies with ChatGPT. You'll show us
- Excellent written and verbal communication—you can write to a clinician, a biller, and an owner in the same hour, each in their own voice
- Calm under pressure and a bias toward action
- Bonus: home health/hospice, EHR/EMR, or revenue-cycle exposure; HIPAA and PHI familiarity. (We can teach the domain. We can't teach the instinct to own a problem until it's actually solved.)
In this industry, the EHR is usually the worst vendor relationship an agency has—and support is where that reputation is made or broken. Owners share association boards, administrators move between agencies, DONs know each other from the field. Every issue you close cleanly is a customer who stays and recommends; every one that drifts is a story that follows us. You're often the only Enzo employee a customer talks to all month, which makes you the face of whether we keep our promise.
What We Offer
- Competitive base variable comp tied to support quality and customer satisfaction
- Meaningful early-stage equity at a fast-growing Series A company
- A seat at the table—your frontline insights shape what we build and fix next
- Health, dental, and vision coverage; flexible PTO