Carlsbad Categories:
Customer Care Support Analyst: Indian Health Service Medsphere Systems
The Indian Health Service (IHS), an agency within the Department of Health and Human Services of the federal government, is responsible for providing federal health services to American Indians and Alaska Natives through a network of acute care hospitals and clinics. The Resource and Patient Management System (RPMS) is a decentralized integrated solution for management of both clinical and administrative information in these healthcare facilities.As the RPMS development partner for IHS, Medsphere seeks an experienced Customer Care Support Analyst who is familiar with RPMS and can rapidly assume primary responsibility for taking care of our valued customer.
Duties
Provide Tier 3 support for designated RPMS namespaces
Monitor and respond to telephone and e-mail inquiries
Extract appropriate information concerning issues from the customer
Document issues in both IHS and Medsphere tracking databases
Evaluate issues and, if necessary, escalate to appropriate development or QA personnel
Resolve customer issues using proven troubleshooting techniques
Provide customer with the resolution of the issue(s) and confirm closure
Provide reports to management as needed
Performs other duties as required
Qualifications
Education and Experience
Bachelor's degree; pharmacy tech or equivalent experience preferred
At least 3 years experience as a user of RPMS/EHR in an IHS, VA or similar setting
Demonstrated understanding of clinic workflow, especially outpatient pharmacy
Customer support experience preferred
Knowledge, Abilities and Skills
Capacity for building good relationships with internal and external customers through diplomacy, flexibility and a passion for work
Ability to communicate in a clear, concise, understandable manner
Ability to understand written documentation and provide instruction to end users
Level of comfort with working independently from remote locations
A self-starter willing to work flexible schedules as needed to meet goals and deadlines
Working Conditions
24/7 support operation
Requires dedicated home office
| Location: | Carlsbad, CA United States |
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Medsphere Systems
Investors: Epic VenturesAll Jobs: at Medsphere Systems
| Web Site: | www.medsphere.com |
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| Headquarters: | 120 Vantis Suite 405 Aliso Viejo, CA 92656 United States |
| Industry: | Software |
