The Support Specialist position provides professional healthcare software support resulting in a high degree of client satisfaction. This includes assessing, documenting, and resolving intermediate client technical issues within an inbound contact center. This role also informs internal and external stakeholders of process, status, and resolution of technical issues with frequent written and verbal communication. Essential Functions Receives and responds to incoming client request via telephone, web, chat, and email Follows established case management best practices Identifies, assesses criticality, and prioritizes resolution of all new and existing issues Researches and develops resolutions to customer issues Works independently to resolve most issues Manages and documents the resolution process while effectively communicating status with the client Actively partners with clients and internal resources (where needed) in issue resolution 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 the Clinisys quality management system and regulatory standards including effective management of protected health information, personally identifiable information, and sensitive data Mentors and coaches peers 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 Experience using productivity tools such as word processing and spreadsheet applications Experience supporting enterprise operating systems Proficient typing skills Required Experience & Education Associate degree in technology or healthcare related field; or two years equivalent experience. Previous client/customer support experience Preferred Experience & Education Clinical laboratory experience or supporting health care information systems Customer facing candidates with experience in supporting highly technical environments. Technical certifications and/or training: Examples: Reading, interpreting and troubleshooting HL7 messages Networking Database administration Java Microsoft technologies Supervisory Responsibilities None Perks of working for Clinisys From our business casual dress policy, generous PTO plan and flexible work schedules, to our mission driven organization that supports those who support healthcare organizations, Clinisys promotes work-life balance for all of our employees. We place emphasis on training and development, encourage promotion from within and encourage cross-functional team participation. These ideals together foster a culture of professional growth and development for our employee.
Physical Requirements Work is performed in a normal office setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer. Up to 10% travel may be requested. Moderate lifting/carrying 10 lbs.; use of fingers; walking/standing 2-6 hours Travel to client sites that can pose risks associated with healthcare organization. May be required to follow customer location health and safety requirements Clinisys' Commitment to Equal Opportunity Clinisys Information systems is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
General Guidance: This job description is meant to provide an accurate depiction of tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding or reducing scope of accountabilities and is subject to change at any time.
