CUSTOMER INFORMATICS SPECIALIST II Remedi SeniorCare
THIS JOB HAS EXPIRED General Summary:
The primary function of the job is to maintain the integrity of customer facing informatics systems through the timely response to demands for technical support that may originate from direct Customer request, Call Center and Account Management escalation or through Engineering / Development departments across the Remedi Pharmacy Enterprise. This function is successfully accomplished through deep understanding of the technical elements of Remedi provided solutions (?My Remedi?), the operational considerations of a pharmacy business (?the order entry/management process?), pharmacy software system (?Framework?) or related interface touch-point (?EMR?) leading to the coordination of communication to ensure customer satisfaction.
General duties require the direct interaction with customers, including on-site availability with the customer as needed, operation of information systems to directly oversee or execute the position responsibilities, and the collaboration for the development and presentation or training of resource materials related to customer systems. Additional duties include the interaction with Remedi Call Center support associates to ensure the effective management, resolution and follow-up for customer inquiries and issue reports as well as participation in project planning meetings.
Ensure quick response time to requests for support of the My Remedi application for all Remedi pharmacy teams and facilities (user management, account creation, training, and implementation)
Conduct trouble-shooting and root cause analysis of electronic order (CPOE) originated messages / error handling (Remedi ?eOE? and EMR) HL-7 / NCPDP
Coordinate communication and act as point of contact for 3rd party EMR vendors
Maintain an accurate record of INBOUND support requests including point of origin, type of support request, and period to be able to provide information in the form of reports to promote systems improvements (?Service Desk?)
Develop and deliver independent project-based assignments (training materials / process and workflow analyses) to support the standardization and optimization of technical response across the Remedi Enterprise
Support interoperability (?Connexit?) customer facing implementations through facility set-up and account management interaction
Engage with customers in a professional manner to communicate and manage issue resolution, and collaborate across internal Remedi teams to collect needed information to successfully support documentation for internal and customer purposes
High School Diploma or GED required.
Certification as a Pharmacy Technician preferred, but not required.
Background in long-term care or health care is desirable with or without an emphasis on pharmacy services.
Background in the execution or management of project plans or comparable experience is required.
Must present a professional image and be able to communicate effectively both verbally and written with English as the primary language.
Must have leadership skills with strong problem solving abilities and a strong customer service focus.
Must be dependable with ability to be flexible, function independently and works under pressure with multiple tasks and deadlines. Must have strong organizational, time management skills, ability to problem solve.
Preferences: Strong knowledge of MS Office software is required (Word, Excel and PowerPoint).
Knowledge of health care medical records systems, pharmacy prescription systems, clinical charting systems and/or other related information systems and long-term care clinical/operational processes and workflow is preferred, but willing to train.
Experience, which highlights the ability to execute complex tasks in a self-directed manner with a focus on accuracy, learning skills and managing deadlines.
Additional specialized knowledge and skills related to the position responsibilities will be considered.
Contact with Others:
High frequency of phone, e-mail and direct contact with associates and customers require effective interpersonal skills exhibiting a pleasant out-going and caring attitude, the ability to interact positively with a professional attitude and demeanor.
This position will be exposed to highly confidential health information and proprietary systems and data that require the highest level of discretion and confidentiality.
This position does not routinely require physical exertion. Periodic requirements to lift, carry, push or move objects may be required such as the setup of training room equipment.
Mental/ Visual Demands:
Flow of work requires normal mental and visual demands.
Travel: Travel to customer sites, trade shows and pharmacy sites will vary with the project status, but may be expected to require day trips with or without overnight stays up to 25% of work days.
||BALTIMORE, MD |
THIS JOB HAS EXPIRED