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JOB SUMMARY
This role will provide offsite day-to-day application and development support to hospital/clinic staff (Doctors, Nurses, Clinicians and Medical Staff). Your responsibilities will include troubleshooting issues within the Healthcare Information System (HIS), providing workflow guidance and driving adoption of best practices. You will also be involved in various projects related to driving adoption, enhanced functionality and specific client requirements as defined in the client’s HIS roadmap.
ESSENTIAL DUTIES/RESPONSIBILITIES
- Work directly with the client to gather requirements to analyze, design and/or implement technology best practice & business changes to technology in alignment with business strategy and goals.
- Responsibilities include assisting with design, development, system configuration, implementation and support of assigned Cerner applications for the organization.
- Meet SLA for work client ticket requests, assess and prioritize incidents while investigating & resolving critical incidents.
- Escalate to appropriate third-level resources for incident resolution.
- Facilitates progressive internal and external updates.
- Take action to mitigate incidents quickly.
- Accountable for outstanding customer service to staff and team members.
- Develops and maintains effective relationships through effective, timely communication and meets deadlines.
- Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
MINIMUM QUALIFICATIONS
Education / Experience / License and Certifications
- Bachelor’s Degree in computer science or equivalent experience.
- Hands on experience with Cerner applications (Millennium)
- Certification in Microsoft Technologies or Comptia A+ or ITIL Foundation.
- Minimum two years’ progressive experience in office support, call center or phone support experience.
- Minimum two years’ in Operating Systems support, end users device troubleshooting & support
Additional Skills
- Service oriented, open and good with analytical skills
- Work independently & in collaboration
- Should have good understanding of technology support and practical experience in user support and application management.
- Ability to manage multiple activities and tasks simultaneously.
- Ability to communicate in English; both verbally and in writing
- Excellent customer service skills
- Experience working in health care environment is a plus.
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