Job Description
Essential responsibilities & duties
- 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 issues and utilizes proven resolutions to customer issues
- Manages and documents the resolution process while effectively communicating status with the client
- Actively partners with clients and internal resources 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 Sunquest applications, environments, and systems
- Creates and references knowledgebase articles
- Follows the Sunquest Quality Management System and regulatory standards including effective management of Protected Health Information
- On-call/holiday rotation(s) required
- Performs other duties and responsibilities as assigned
Knowledge, skills, abilities
- 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
Required Experience
- Previous experience 0-2 years with a technical aptitude in one of these areas:
- Healthcare technology
- Healthcare
- Technology
- client support
Preferred Experience
- College course work or s in related field
- Previous client/customer support experience
- Clinical laboratory experience or supporting health care information systems preferred
- Candidates who have experience working in Nightshift and flexible for any shift timings based on the organizational requirement.
- Customer facing candidates with experience in supporting highly technical environments, with technical certifications and/or training.
- Reading, interpreting and troubleshooting HL7 messages
- Database administration Microsoft technologies
- Productivity tools such as word processing and spreadsheet applications
Physical requirements
- Work is performed in a normal office setting with minimal exposure to health or safety hazards; substantial time is spent working on a computer.
- Travel may be required based on business need and demonstrated skill
- On call may be required.