Healthcare IT Support Specialist

Reports To | VP – Technical Services

Purpose |

We assist our clients with the support of Practice Management (PM) and Electronic Health Record (EHR) systems. We are looking to add to our Support staff working with the NextGen EHR system in Sarasota, FL.  Under general direction from a Team Lead, the HIT Support Specialist provides client support for technical inquiries received via the telephone and/or email. The Application Specialist will be responsible for assisting various clients with the application support, training, customization and overall use of the NextGen EHR system.

Key Responsibilities |

• Answers technical support calls and works cases from clients in a high volume call center environment. This includes but not limited to, providing support to end users, troubleshoot issues and identify training opportunities via remote connection.
• Adding users, database security, analyzing and evaluating data, designing queries, importing/exporting data, rebuilding files and indexes, troubleshooting and problem resolution, installing patches and upgrades, and data conversion.
• Act as the single point of contact in application environment support for all stakeholders.
• Communicate and recommend complex business process, procedures and diverse information to resolve customer issues.
• Provide knowledge transfer and supports users on installed software.
• Ability to customize EHR Templates.
• Assist with upgrades of application and KBM.
• Develop and deliver training to end users if needed.
• Excellent customer relations and organizational skills required.
• Maintains strict confidentiality of all information encountered while performing daily tasks.
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates
• Attends certification/training classes commission by ITelagen
• Ability to meet KPI’s as determined by the Company.
• Performs other duties as assigned.

Required Education | Technical Skills | Certifications | Minimum Experience |

• Requires a 4 year technical degree (BS/BA) in Information Science, Computer Science, Engineering or equivalent degree; or equivalent years of experience.

• Current certifications in NextGen EPM, EHR and ICS are required.
• Template customization and experience with NextGen template editor is a plus.

• 3+ years of experience working with Electronic Health Records systems;
• Within 60 days of starting, must take and pass NextGen Certified Professional Exam.
• All applicants will be required to pass the ITelagen entrance exam during interview.
• On-call Rotation – the on-call rotation is mandatory and company resources are provided to ensure quality support during these hours.
• Work from Office – employees in the Support Department are not permitted to work from home. These positions are worked in the office.
• Bonuses – employees are bonus eligible after 6 months of employment. Bonuses are paid quarterly bonuses in alignment with quarterly performance KPIs.
• Salary Raises – we do not provide annual salary raises for merit increases or cost of living. Rather we ensure that are jobs are priced appropriately for the market (region) and we provide QUARTERLY bonuses based on performance.
• We are a Contact Center Environment – employees will be logging in/out of queues, using AUX codes for meetings/bathroom breaks, etc. Time in and out of the queue is monitored.

Employee Characteristics |

• Must be personable, communicate well, display patience and the ability to provide training and assistance to computer users on technology.
  
• Must have previously worked in a 100% remote environment preferably in a Contact/Call Center setting.
  
• Proper phone etiquette with the ability to speak and write clearly and accurately;
  
• Demonstrated proficiency in typing and grammar;
  
• Knowledge of customer service principles and practices;
  
• Willingness to co-operate with others and work to the greater good;
  
• Multi-tasking capabilities;
  
• Exemplary Attendance and Punctuality
  
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
  
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
  
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
  
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
  
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
  
• Ability to interpret technical material in books, journals, or manuals; troubleshooting computer system problems;
  
• Willingness to learn on the job with the desire to be promoted to Team Lead
  
• Operates under moderate to little supervision.
  
• Must be able to sit for long periods of time
  
• Bi-lingual (Spanish-big plus).
  

Working Conditions |

The Healthcare IT Support Specialist operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopies, and fax machines.

Physical Requirements |

The physician demand of the Healthcare IT Support Specialist includes but is not limited to the following:

• Frequently required to stand and/or walk around the office
• May typically reach with hands and arms
• Occasionally lift office and computer products and/or supplies, up to 50 pounds.