Job Details

Description

Essential Functions

• Receives and responds to incoming client request via telephone, web, chat, and email
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues
• Researches, manages and documents issues and documents resolutions while effectively communicating status and partnering with the client
• Maintains high Client Satisfaction (Net Promoter) Scores
• Stays current with product and industry updates and changes
• Identifies need to escalate complex or risk issues to appropriate senior staff
• Continually learns and expands knowledge of Clinisys applications, environments, and systems
• Creates and references knowledgebase articles
• Follows established case management best practices and the Clinisys quality management system and regulatory standards including effective management of Protected Health Information
• On-call/holiday rotation(s) required
• All other duties and responsibilities as assigned

Skills needed to be successful

• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Ability to deal with complex and challenging client issues
• Demonstrated ability resolving complex customer issues

Required Experience & Education

• High School Diploma
• 0-2 years’ experience with a technical aptitude in one of these areas:
  • Healthcare technology
  • Healthcare
  • Technology
  • Client support
  • Environmental Laboratory

Preferred Experience & Education

• College course work or certification in related field
• Prior experience providing support to customers in highly technical environments
• Technical certifications and/or training: Examples:
  • Reading, interpreting, and troubleshooting HL7 messages
  • Networking
  • Database administration
  • Java
  • Microsoft technologies
  • Crystal Reports development
• Productivity tools such as word processing and spreadsheet applications
• Experience supporting enterprise operating systems
• Proficient typing skills