Job Description

Job Description

Job Description

Job Location:

Pinellas County

Located in the Clearwater / St. Petersburg Area

Key Responsibilities:

• To serve as a SME for the patient portal and patient check-in platforms.

• To respond to incidents regarding the clinical aspects of various clinical applications such as Athena, iScribe, and Radix. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality.

• To diagnose and resolve clinical application issues.

• To log and manage Helpdesk tickets in a timely manner.

• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of resolving the customer’s issues as soon as possible; escalating incidents to other support teams where necessary.

• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

• To be a highly motivated team player with the skills and ability to manage changing priorities.

• To create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.

• To work within the relevant legislation, policies, and procedures.

• Walk customers through problem-solving processes.

• To attend training courses as identified and agreed for appropriate development.

• To follow up with customers and users to ensure complete resolution of issues.

• To inform management of recurring problems.

• Stay current with system information, changes, and updates.

• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

Qualifications:

• Previous experience of working in a clinical application support role.
• Knowledge of healthcare is a plus
• Working knowledge of Microsoft Windows and Microsoft Office.
• Computer literacy
• Excellent organizational skills
• Detail-oriented work ethic
• Strong customer support
• Demonstrates strong time management and the ability to work on multiple projects at once.
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Good attention to detail and ability to show initiative
• Ability to plan and prioritize workload without supervision.

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