Customer Service / Technical Support Representative WellCentive, Inc.
THIS JOB HAS EXPIRED The Position
We need talented customer support staff with sharp resolution and people skills to support our industry-leading SaaS HIT product. This particular role involves answering customer support requests via our online ticketing system and includes some telephone support activities as well. These requests include questions regarding product functionality, technical issues, and other general support items. The successful candidates will work closely with the Development team, Customer Support team, and our general user community. Some new customer support staff members may be asked to conduct application training sessions, which may be delivered online or on-site, dependent on client preference. The Support Analyst role will report to the Director of Implementation Services and Support.
Wellcentive provides industry-leading Point-of-Care and Point-of-Community clinical quality improvement systems, which are used by physicians and their organizations to help improve the quality of preventive care and chronic disease management services they provide and get paid for this important work.
Thousands of physicians across the United States are licensed to use our products, and we count some of the largest and most respected physician organizations, health information exchanges, professional organizations, and other HIT vendors as our clients.
Our systems bridge the gap between the traditional disease management system and the traditional EMR system, and our recently venture-backed company is a rapidly growing and disruptive force in the marketplace.
The individual will need to perform or have the following tasks/skill sets.
Professionalism in communications with internal and external customers
Build strong relationships with peer management and work in collaboration with Integration Services, and Development
Desire to grow professionally, accept new challenges, and proactively contribute ideas and solutions to a rapidly growing company
Maintain all assigned issues in Zendesk
Meet SLA?s and communicate with leadership team if dates can not be met in advance to allow leadership team to assist or adjust priorities
Strong analytical and troubleshooting skills
Must feel comfortable delegating certain support tasks other staff members and following up to ensure that the work has been done.
Perform application testing for new releases/implementations
Comfortable using Linux
Troubleshoot issues with MySQL
Troubleshoot issues with interfaces (HL7/XML)
Provide recommendations to management for programs and processes to enhance customer satisfaction
Perform product education on projects and be able to walk client through product workflows
Assist with physician registry and support of Physician Quality Reporting System (PQRS)
The Required Qualifications
At least 2 years as a support analyst/implementation consultant for a healthcare IT/IS company or experience as a Medical Assistant or Medical Billing Coder
Experience with HIT (especially EHRs/EMRs, HIE platforms, medical data exchange, or e-prescribing) and/or Medicare?s PQRI/PQRS program, is desired but not required.
Undergraduate degree in a related field from an accredited university
Strong communication, presentation, and organizational skills.
Strong attention to detail /tone when replying to clients via ticketing system or emails.
Authorized to work in the US and willing to live and work in the Alpharetta, GA area: we are not offering any visa sponsorship or relocation allowance.
Travel up to 10%
Salary range for this position is between $40,000 ? $50,000 annually.
||100 Mansell Court East |
Roswell, GA 30076
THIS JOB HAS EXPIRED