Application Support Specialist - Jacksonville, FL
Application Support Specialist Job Title Application Support Specialist Job ID 27627088 Location Jacksonville, FL 32256 Other Location Description Job
Summary:
The Application Support Specialist will be required to provide end-user support for the EHR, as well as other applications that work in conjunction with i-heal.
This individual will be responsible for establishing and maintaining supportive relationships with customers on behalf of the company by taking personal responsibility for each customer contact and by ensuring that all customer requirements and needs are completely met.
The individual in this position conveys to the customer a sense of expertise in our tech services and capabilities and serves as an educator to our customers.
The Application Support Specialist is also responsible for communicating customer requirements to the production team, in accordance with Healogics policies and procedures.
You are responsible for supporting the company vision and mission.
Because you will be incontact with current and prospective customers, and you are in a strong position to influencetheir satisfaction and our company prosperity, this position requires tact, sensitivity, andprofessionalism.
All Healogics employees must perform their job responsibilities according to all Healogics policies, Hospital policies, as well as to accrediting organizations, federal and state regulation, and to the Centers for Medicare and Medicaid Services (CMS) guidelines, as applicable.
Essential Functions/
Responsibilities:
Acknowledges and appropriately greets and assists every customer in a courteous,efficient and timely manner Identifies, researches, and resolves customer issues Troubleshoot issues within various applications including but not limited to:
i-heal EHR, Clinical Optimization application, Decision Support application, etc.
Becomes familiar with available help resources; stay updated on technology changes or problems Maintains customer records by updating account information Provides customers with product and service information with professionalism and clear communication Receives employee and customer requests by telephone or email, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the requests to the appropriate person Maintains proficiency in using personal computer, common office equipment and software Thoroughly logs all customer requests using the incident tracking software Transfers customer calls to appropriate staff as necessary Follows-up on customer inquiries in a timely manner if not immediately resolved Recognizes, documents and alerts the supervisor of trends in customer calls Recommends process improvements Be present and visible at the i-heal Help Desk and available to users requiring assistance Attends all i-heal Help Desk training sessions Participates as a key team player by supporting operations as needed Manages time effectively, meets personal goals and works effectively with other members of the IT department Becomes familiar with and follows company policies and procedures Adheres to all IS policies Presents a professional image at all times to customers and vendors Performs other duties as requiredRequired Education, Experience and Credentials:
High school diploma or equivalent (required) 1-3 years of customer service experience 1-3 years of IT experienceRequired Knowledge, Skills and Abilities:
Effective verbal and written communication skills Exhibits timely responsiveness and follows-up with customers requests Ability to work effectively as a team, giving and welcoming feedback Ability to collect data, establish facts, and draw valid conclusions Intermediate knowledge of Microsoft Office applications Proficient in the use of internet-based applications Ability to use network diagnostic tools and install and configure operating systems is desired Demonstrate professionalism and strong customer service and interpersonal skills Ability to manage difficult or emotional customer situations and maintain a calm demeanor giving a high priority to customer satisfaction Ability to multi-task, problem-solve and prioritize in a fast-paced environment with frequent interruptions, sometimes in urgent situationsOpenings 1 Recommended Skills Clinical Works Communication Content Management Customer Satisfaction Customer Service Data Collection Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The Application Support Specialist will be required to provide end-user support for the EHR, as well as other applications that work in conjunction with i-heal.
This individual will be responsible for establishing and maintaining supportive relationships with customers on behalf of the company by taking personal responsibility for each customer contact and by ensuring that all customer requirements and needs are completely met.
The individual in this position conveys to the customer a sense of expertise in our tech services and capabilities and serves as an educator to our customers.
The Application Support Specialist is also responsible for communicating customer requirements to the production team, in accordance with Healogics policies and procedures.
You are responsible for supporting the company vision and mission.
Because you will be incontact with current and prospective customers, and you are in a strong position to influencetheir satisfaction and our company prosperity, this position requires tact, sensitivity, andprofessionalism.
All Healogics employees must perform their job responsibilities according to all Healogics policies, Hospital policies, as well as to accrediting organizations, federal and state regulation, and to the Centers for Medicare and Medicaid Services (CMS) guidelines, as applicable.
Essential Functions/
Responsibilities:
Acknowledges and appropriately greets and assists every customer in a courteous,efficient and timely manner Identifies, researches, and resolves customer issues Troubleshoot issues within various applications including but not limited to:
i-heal EHR, Clinical Optimization application, Decision Support application, etc.
Becomes familiar with available help resources; stay updated on technology changes or problems Maintains customer records by updating account information Provides customers with product and service information with professionalism and clear communication Receives employee and customer requests by telephone or email, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the requests to the appropriate person Maintains proficiency in using personal computer, common office equipment and software Thoroughly logs all customer requests using the incident tracking software Transfers customer calls to appropriate staff as necessary Follows-up on customer inquiries in a timely manner if not immediately resolved Recognizes, documents and alerts the supervisor of trends in customer calls Recommends process improvements Be present and visible at the i-heal Help Desk and available to users requiring assistance Attends all i-heal Help Desk training sessions Participates as a key team player by supporting operations as needed Manages time effectively, meets personal goals and works effectively with other members of the IT department Becomes familiar with and follows company policies and procedures Adheres to all IS policies Presents a professional image at all times to customers and vendors Performs other duties as requiredRequired Education, Experience and Credentials:
High school diploma or equivalent (required) 1-3 years of customer service experience 1-3 years of IT experienceRequired Knowledge, Skills and Abilities:
Effective verbal and written communication skills Exhibits timely responsiveness and follows-up with customers requests Ability to work effectively as a team, giving and welcoming feedback Ability to collect data, establish facts, and draw valid conclusions Intermediate knowledge of Microsoft Office applications Proficient in the use of internet-based applications Ability to use network diagnostic tools and install and configure operating systems is desired Demonstrate professionalism and strong customer service and interpersonal skills Ability to manage difficult or emotional customer situations and maintain a calm demeanor giving a high priority to customer satisfaction Ability to multi-task, problem-solve and prioritize in a fast-paced environment with frequent interruptions, sometimes in urgent situationsOpenings 1 Recommended Skills Clinical Works Communication Content Management Customer Satisfaction Customer Service Data Collection Estimated Salary: $20 to $28 per hour based on qualifications.
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