RCM Application Support Specialist

InterSystems; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

InterSystems is seeking an Application Support Specialist in Dubai to enable timely support and deployment of the TrakCare product. You will apply deep product knowledge to scope requirements, design documentation, and testing, serving as a trusted resource for partners.

You will be a creative, motivated problem-solver who thrives in an environment with leading healthcare organizations, with a training program to build professional and technical skills and a path for growth within the

Qualifications

• General aptitude for solving problems using technology.
• Experience with Hospital Information Systems.
• Experience in software product support.
• Ability to handle multiple tasks under tight deadlines.
• Ability to work with diverse customer groups.

Responsibilities

• Provide immediate response to customer inquiries in accordance with service standards.
• Support current installed-based customers of the TrakCare application.
• Act as SME for TrakCare and liaison between customers and InterSystems Global Support.
• Escalate unresolved issues per policy and document resolutions.
• Conduct training, product demonstrations, and workshops as required.
• Improve customer satisfaction by soliciting feedback and driving improvements.
• Participate in on-site support and on-call roster as needed.

Skills

Problem-solving

Healthcare IT experience

Customer support

Multi-tasking

Communication skills

Education

Bachelor's or Master's in CS or related

Job description

The Application Support Specialist will contribute to the successful and timely support and deployment of the TrakCare product by providing application knowledge in the functional areas of product support requirements scoping field design documentation and change request testing. The Applications Support Specialist will act as an expert product resource for our partners.

As Application Support Specialist you must creative motivated and energetic problem-solvers. You will have the opportunity to work with some of the worlds leading organizations in healthcare. This position will also encourage and prepare you to take on other growth opportunities within the organization.

A mentor will help you identify and develop your application skills professional and personal skills for a successful career. Depending on your level of experience the training program can include: classroom learning e-learning projects and external courses. Your mentor will also help you familiarize you with the InterSystems environment.

Responsibilities

• Ready to work in the Support team.
• Provide immediate response to customer inquiries in accordance with service standards.
• Provide support to current installed based customers.
• Provide the link between our customers and the InterSystems Global Support organization.
• Liaise with customers in order to understand the work processes and requirements that are required to be addressed by the TrakCare application.
• Provide application support for the TrakCare Hospital Management System.
• Support the TrakCare application in a manner that will suit the business requirements of the customer and follow the methodologies and processes of InterSystems.
• Escalate Open (unresolved) problems in accordance with current policies and procedures.
• Conduct individual and group training product demonstrations and workshops as required.
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
• Be a Subject Matter Expert (SME) for TrakCare.
• Improve response time to customer inquiries by continuously improving communication analytical and learning skills.
• If required work with our partners to identify potential changes within the parameters of the product.
• Participate in on-site support if required.
• Participate in the on call 24-hour roster service.

Qualifications

• General aptitude for solving problems and using technology to improve processes.
• Understanding and experience in product solutions support.
• Understanding and experience with Hospital Information Systems.
• Proven ability to think laterally and come up with innovative solutions for software product Support.
• Experience working in software not limited to a Developer Quality Engineer and/or Solutions Architect.
• An ability to handle multiple tasks simultaneously and within tight time constraints.
• Proven ability to work through problems with different customer groups achieving positive outcomes.
• Understanding and experience with Hospital Information Patient Administration (PAS) Billing and Revenue cycle management Systems
• Understanding of the importance of Health Informatics standards reporting requirements and legislative controls.

Education and Training

• BS or MS in Computer Science (or equivalent) or business as announced in the vacancy.

Required Experience

Unclear Seniority