Customer Care Clinical Support Analyst Medsphere Systems

Medsphere seeks a Customer Care Clinical Support Analyst to provide phone and online support within the client infrastructure regarding Medsphere software applications and services.
Principal duties

- Monitors and answers Medsphere Support phone and email inquiries
- Extracts appropriate information from clients concerning issues and document in the support customer relationship management (CRM) tracking database
- Evaluates all technical issues and, if required, refers them to the appropriate application specialist or development staffer
- Refers policy issues to Lead Support Analyst for clarification and/or escalation to management
- Refers change request issues to Lead Support Analyst for escalation to management
- Monitors client databases to ensure stability and integrity of the software system
- Resolves client issues using proven troubleshooting techniques
- Provides clients with the resolution of the issue(s) and obtains closure of the call
- Escalates unattainable solutions to the Lead Support Analyst for resolution and/or escalation
- Provides appropriate reports to management
- Serves as an account specialist leading the discussion on support issues on account management calls with the sites
- Performs other duties as required

Qualifications
Education and experience

- Clinical degree: RN, LPN, Pharmacy Tech, Pharmacist, Dietetics, Phlebotomy, Medical Informatics, etc.
- Five years related experience or . . .
- Equivalent combination of education and experience

Knowledge, abilities, and skills

- Knowledge of policies, practices, issues, priorities, and concerns of internal and external customers
- Must be able to communicate clearly, concisely and appropriately within a wide range of audiences
- Limited knowledge of overall Vista/OpenVista system, including operating systems and its software applications (VPN, ADTFiler, HL7, Kernel, FileMan, CPRS, Lab, Pharmacy, Radiology, Imaging, Dietetics, etc.).
- Ability to establish priorities, work independently and proceed with objectives without supervision
- Ability to handle and resolve recurring problems
- Understanding of Vista/OpenVista file structure
- Usage of CPRS, RPMS EHR, Vista Office EHR (VOE) or other VistA-based GUI either through implementation, training or clinical usage
- Knowledgeable in configuration of at least three (3) clinical areas including but not limited to TIU, Pharmacy, Laboratory, Radiology, Nutrition, Consults, OERR/Orders and Clinical Reminders.
- Understanding of clinical parameters within Vista/OpenVista application
- Ability to analyze information flow, evaluate clinical processes and serve as a liaison between clinical staff and the development or IT staff for effective issue communication and resolution.

Location:	Carlsbad, CA United States