SAS Institute Cary , NC 27518
Provides help desk support for the North Carolina Health Information Exchange (HIE - branded as NC HealthConnex) on multiple levels by applying knowledge of software usage, features, and functions. Routinely leverages domain knowledge to resolve SAS customer/HIE participant issues and influence software and solution usage. Directly participants in Participant outreach on behalf of SAS and the NC HIE Authority.
Provides customer and technical support to HIE customers/participants by taking telephone calls and emails on all product areas, providing information on documented problems, and resolving issues. Actively communicates through a DSM (Direct Secure Messaging) system as well.
Participates in the HIE auditing communication and remediation process. Escalates to the technical support and project teams as needed.
Works closely with the HIE project team, the NC Health Information Exchange Authority (HIEA) and participants on ongoing data integrity projects.
Provides application support to other divisions within SAS.
Directly assists customers/participants who are using or troubleshooting software tools and procedures. Collaborates with experts across departments and SAS divisions as needed.
Applies knowledge of software usage, experience with Electronic Medical Record (EMR) solutions, Health Care Organization (HCO) procedures, and technical skills to assist customers/participants.
Routinely facilitates the resolution process for software problems of varying complexity.
Accurately documents and specifies information in the tracking system during the entire track life cycle.
Troubleshoots, diagnoses, and resolves software problems.
Communicates effectively with customers/participants and maintains proactive contact during all projects including the problem resolution process.
Appropriately sets and manages expectations for both internal and external customers. Considers experience and skill level of customer in managing expectations.
Serves as a liaison between the user community and the rest of SAS/NC HIEA. Acts as an advocate for the customer and participant.
Keeps other groups informed of problems, suggestions and general comments and concerns as appropriate.
Creates application documentation. Reviews product documentation for technical accuracy, consistency, and user's point of view.
Authors software usage and problem notes. Authors technical papers and Standard Operating Procedures.
Lead or assist with customer/participant training. Define and create video training for placement on the HIEA website.
Suggests, manages, and implements special projects to assist Technical Support, users, or other departments/teams/divisions.
Solicits feedback on technical support services.
Minimal after-hours on call support Generally 1 month out of the year with an average of 0-1 after-hours calls per month
Sphere of Influence: immediate co-workers and HIE project team.
Has increasing responsibility regarding HIE application support, data integrity projects, participant auditing, and overall team support. Is personally responsible for the support of certain customer support processes.
Manages escalations with assistance and guidance from others.
Takes initiative to create proactive support materials such as SAS Notes, technical papers, sample programs, etc.
Validates software fixes and reviews documentation for technical accuracy, completeness, consistency, and/or user's point of view.
Might serve as a coach or mentor to other Technical Support staff.
Might travel to or provide on-site services to customer/participant sites in NC for user outreach and training sessions.
Other duties as necessary
Knowledge, Skills and Abilities
General knowledge of healthcare processes, HCO applications, EMR/EHRs, HIPAA compliance, and clinical jargon.
Effectively communicate and work across departments to solve a problem.
Can determine software circumventions when fixes are not feasible.
Education & Experience
Bachelor's degree in Computer Science, Engineering, Education, or related quantitative field or industry domain.
Experience requires 2-4 years of relevant experience in software help desk/customer support, application usage training, software consulting, or supporting complex applications.
Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above.
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
Works independently; receives minimal guidance on day-to-day work and new projects or assignments.
An experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways.
Work is typically performed in an office environment, using simple, easy muscular movements, involving only the handling of light materials, tools, or equipment in easy work positions, and with no special speed requirements or long stretches of exertion. Vision requirements for this job include close vision and the ability to adjust focus.