Customer Support Analyst

Medicat; Ehr; Hybrid; EUR 42.000 - 60.000; Vollzeit

Zusammenfassung

Medicat seeks a Customer Support Analyst to provide exceptional service and advanced system-level technical support to client end users of multi-user clinical EHR software applications.

This position requires advanced knowledge of several systems, applications and technology. Must also be able to deliver excellent customer service requiring strong communication skills to ensure a high percentage of problem resolution and client satisfaction.

Qualifikationen

• 1+ years of client-facing Ambulatory PM/EHR software support experience.
• Strong understanding of EHR software and clinical workflow.
• Windows computer skills.
• Excellent listening and problem-solving skills.
• Ability to multi-task while maintaining productivity and efficiency.
• Ability to translate product features into workflow benefits for users.
• Outstanding client communication skills including follow-through, tracking, and closure.
• Ability to convey instructions, document processes, and communicate effectively in writing.
• Exceptional interpersonal skills to facilitate interaction with internal staff and clients.
• Current or previous Medicat user experience.
• Experience with a ticket management system.
• Familiar with ePHI security.

Aufgaben

• Provides technical assistance and maintenance support to end users including, but not limited to, serving as primary first-tier support.
• Identifies, triages, researches, and resolves complex incidents in a timely manner with the use of ticket management tools.
• Develops and maintains an understanding of best practices to use in coaching our clients to success.
• Demonstrates the ability to learn and improve troubleshooting skills by actively participating in education programs, and learning modules and continuously exceeding expectations.
• Maintains a sustained engagement level and active participation in Medicat’s teaching and learning culture.
• Enhances professional growth and development through education programs, workshops or other educational opportunities that may be presented.
• Keeps abreast of current events.
• Demonstrates courteous customer service support to all callers receiving high customer satisfaction results.
• Communicates effectively with internal teams and external clients/partners to deliver product information, properly managing client’s expectations and providing timely status updates.
• Uses judgment and seeks assistance when guidelines, policies, and processes are inadequate, significant deviations are proposed, or when unanticipated problems arise.
• Works independently on all routine assignments and strives to improve skills & problem-solving abilities.

Kenntnisse

Client-facing support

EHR software

Windows proficiency

Communication skills

Problem-solving

CRM systems

Team collaboration

Learning mindset

Tools

Ticket management system

CRM software

Rcopia by DrFirst

ePHI security knowledge

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Let us show you how Medicat’s world-class college health EHR solutions can make your work easier and more efficient, and let you focus on what’s most important — your students.

Medicat is the #1 EHR software provider and industry leader in College Health EHR with a reputation for outstanding support has helped Medicat earn a near 100% customer retention rate. Student health and counseling clinics use Medicat to support practice management, documentation, workflow automation, and the student experience, enabling providers to do what they do best – keep students healthy.

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Customer Onboarding SpecialistCustomer Support Analyst

Medicat seeks a Customer Support Analyst to provide exceptional service and advanced system-level technical support to client end users of multi-user clinical EHR software applications.

This position requires advanced knowledge of several systems, applications and technology. Must also be able to deliver excellent customer service requiring strong communication skills to ensure a high percentage of problem resolution and client satisfaction. Works with outside departments to understand end user support requirements, educate and train on current applications. Works with other members of the Information Technology staff and other Medicat personnel to accomplish the goals established by the Customer Support Team.

• Provides technical assistance and maintenance support to end users including, but not limited to, serving as primary first-tier support. Serves as the first point of phone and email contact for clients requesting technical support.
• Identifies, triages, researches, and resolves complex incidents in a timely manner with the use of ticket management tools.
• Develops and maintains an understanding of best practices to use in coaching our clients to success.
• Demonstrates the ability to learn and improve troubleshooting skills by actively participating in education programs, and learning modules and continuously exceeding expectations.
• Maintains a sustained engagement level and active participation in Medicat’s teaching and learning culture.
• Enhances professional growth and development through education programs, workshops or other educational opportunities that may be presented.
• Keeps abreast of current events.
• Demonstrates courteous customer service support to all callers receiving high customer satisfaction results.
• Communicates effectively with internal teams and external clients/partners to deliver product information, properly managing client’s expectations and providing timely status updates.
• Uses judgment and seeks assistance when guidelines, policies, and processes are inadequate, significant deviations are proposed, or when unanticipated problems arise.
• Works independently on all routine assignments and strives to improve skills & problem-solving abilities.
• 1+ years of client-facing Ambulatory PM/EHR software support experience.
• Strong understanding of EHR software and clinical workflow.
• Windows computer skills.
• Excellent listening and problem-solving skills.
• Ability to multi-task while maintaining productivity and efficiency.
• Ability to translate product features into workflow benefits for users.
• Outstanding client communication skills including follow-through, tracking, and closure.
• Ability to convey instructions, document processes, and communicate effectively in writing.
• Exceptional interpersonal skills to facilitate interaction with internal staff and clients.
• Ability to elevate client issues to the manager.
• Client-centric attitude with client satisfaction as the #1 objective.
• Current or previous Medicat user experience.
• Experience with a ticket management system.
• e-Prescribing exposure/understanding – Rcopia by DrFirst preferred.
• Software testing skills.
• Experience with CRM systems.
• Software installation experience.
• Familiar with ePHI security.

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