The Customer Support Analyst provides professional phone and email support to MEDHOST customers who are utilizing the MEDHOST applications.
Primary Duties:
- Provide professional phone and email support to MEDHOST customers
- Responsible for assessing the customer’s business need or problem, using on-line tools and analytical thinking to diagnose and resolve the issues or business need
- Responsible for accurately logging call information into the MEDHOST call tracking system
- Responsible for retaining ownership of cases with frequent follow up on current updates through resolution
- Research open cases thoroughly and quickly move toward accurate resolution
- Develop a thorough working knowledge of MEDHOST applications, platforms and operating systems utilized
- Required to learn various software utilities and develop knowledge of MEDHOST programming languages
- Attend and participate in MEDHOST or other job-related training courses while maintaining daily department goals
- Participation as a Customer beta representative to assist Customers with version upgrades issues toward resolution and provide explanation or assistance with new software changes
- Must have ability to work a flexible schedule and overtime hours, including nights, weekends, and holidays
- Any other duties as deemed necessary to provide quality service to the MEDHOST client base
Other Requirements:
- A.S Degree or higher in a related field preferred
- Hospital, clinical, or hospital ancillary applications experience preferred
- Previous software help desk experience preferred
- Strong computer skills: programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration and Network Administration a plus
- 5-10% travel may be required
- Able to prioritize Customer issues and escalate or solve with urgency
- Excellent written, proofreading, and verbal communication skills
- Must be detail oriented, organized, and have the ability to multitask
- Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives
- Must be flexible with a can-do attitude and have the ability to remain professional under high pressure situations
- Ability to retain and protect confidential material
- Negative pre-employment drug tests
- Criminal and MVR backgrounds meet our company hiring criteria
Top Skills
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions:
♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength.
Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own.
The enhanced HARRIS Flex solution comes with new functionality including:
♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and
♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes.
♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
