Job Description

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

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