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Helpdesk Support

Expired Job

Iconma, L.L.C. Mason , OH 45040

Posted 4 months ago

Helpdesk Support

Location: Mason, OH

Duration: 6 months

Description:

Duties and Responsibilities:

  • Responsible for the day-to-day operations and production support of the Care360 product suite, including ePrescribing, Electronic Health Record, Practice Management, and clinical data interfaces.

  • Provide outstanding and consistent

customer service to both external and internal clients by answering phones, responding to emails and resolving escalated tickets.

  • End-to-End individual issue ownership from acknowledgment to resolution. This includes facilitating communication between the customer, vendors, application support, and development.

  • Expected to diagnose software issues and provide clear resolutions to clients with differing ranges of technical expertise.

  • Monitor various clinical data flows and escalating delays and processing interruptions as needed.

  • Demonstrate solid grasp of key technical, clinical, and process concepts.

  • Documentation of 100% calls logged/calls received into ticket tracking system (Service Manager).

  • Analysts are expected to stay informed of government and clinical programs such as Quality Payment Program (MIPS).

  • Adherence to standard operating procedures and performance metrics.

  • Maintain security and confidentiality of clinical data per client security regulations and HIPPA.

  • Maintain comfort level and a proven ability to multi-task. It is typical to manage a high volume of phone calls, respond to email requests and manage tickets simultaneously.

  • It is expected that the analyst is able to utilize multiple applications and quickly navigate between screens while providing a high level of customer phone support

  • Available for after business hours on-call support duties on a rotation basis. Work hours vary, based on help desk coverage requirements and schedules.

Qualifications Education Preferred:

  • Undergraduate degree and/or equivalent experience in a customer service or clinically related field

Work Experience:

  • Three (3) years strong customer management or technical support experience, supporting a clientele that ranges from experienced IT professionals to non-technical users and clients.

  • Experience working in a fast-paced environment.

  • Experience working in a team-oriented environment.

  • Available to provide on-call support on a rotating basis, which may require broadband Internet access outside of the office.

  • Experience dealing with mission critical clinical and billing information systems.

  • Experience with monitoring transactional systems and web applications.

  • Experience with the documentation and presentation of technical issues to software development and quality assurance engineers.

  • Familiarity with support call tracking software, such as Service Manager or Remedy.

  • Familiarity with ACD call systems and administrative applications.

  • Able to solve complex problems with creative and innovative thinking.

  • Strong organizational and prioritization skills with the ability to handle multiple projects at a time.

  • Strong oral and written communication skills.

  • Demonstrated attention to detail.

  • Some clinical experience preferred.

  • Physician office and clinical background preferred

  • Understanding of meaningful use and other incentive programs within healthcare desired.

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Helpdesk Support

Expired Job

Iconma, L.L.C.