HL7 - Client Support
Posted on Indeed on May 02, 2021

HL7 Interfaces - Client Services Rep

Summary:

The major responsibilities of the Interface Generalist is to provide high-quality end-user support that includes, but is not limited to, top revenue-generating clients, utilizing a technical skillset that includes advanced troubleshooting.

The knowledge focus for this position is related to our Interface offering which is a major part our software suite. This role balances numerous priorities across escalation channels, including email, instant messaging and in-person requests.

Requirements

Job Responsibilities:

  • Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
  • Respond quickly to requests for assistance in specialty areas via all standard channels.
  • Assistance may include in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instruction to the customer.
  • Work performed must be fully documented.
  • Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
  • Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
  • Author and approve knowledge articles, which are utilized by customers and internal staff to resolve problems that have been previously solved by the support organization.
  • Documents customer information and recurring technical issues to support product quality programs and product development.
  • Appropriately manage and handle support cases. This includes phone etiquette, proper documentation, fully managed case SLAs and alignment with team performance expectations.
  • Work directly on issues at manager's direction which are suited for the skillset or to provide elasticity to coworkers when needed.
  • May address significant escalations at the direction of a manager.

Education / Required:

  • Education: Bachelor's Degree (four-year college or technical school): or Work Equivalent

Experience:
Required:

  • Experience: 3 plus years of experience in Customer service, software related business or similar experience; strong experience supporting HL7 interfaces (version 2x and up.)
  • Computer Skills: Broad technology background, which may include: SQL query generation, T-SQL development, basic networking (MLLP, webservices), Active Directory, proprietary software troubleshooting, and data analysis, among others.
  • Certifications & Licenses: NCE Certified: Level I required (achieved within first 12 months)

Preferred:
Experience supporting and/or working with:

  • HL7 (v2.5, 2.5.1)
  • XML
  • Interface engines (NextGen Connect [Mirth], Cloverleaf, Rhapsody, Iguana, etc.)
  • Javascript
  • IIS
  • NextGen Enterprise and NextGen Rosetta knowledge are a plus

Knowledge, Skills & Abilities:

  • Ability to work an 11:30 am - 8:30pm EST shift after training period has been completed.
  • Communication, Oral - Ability to communicate effectively with others using the spoken word.
  • Communication, Written - Ability to communicate in writing clearly and concisely.
  • Customer Oriented - Ability to take care of the customers' needs while following company procedures.
  • Deductive Reasoning - Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
  • Innovative - Ability to look beyond the standard solutions.
  • Judgment - The ability to formulate a sound decision using the available information.
  • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
  • Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday

Supplemental Pay:

  • Bonus pay

COVID-19 considerations:
All employees are working from home (remote) until at least August 2021.

Education:

  • High school or equivalent (Preferred)

Experience:

  • Technical Customer Service: 1 year (Required)

Work Location:

  • Fully Remote

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