Application Help Desk (Radiology Software/Tech) Royal Health Inc · United States

SquarePeg; New York (NY); Hybrid; USD 50,000 - 80,000; Full time

Job summary

Join a forward-thinking company dedicated to making a social impact through innovative healthcare technology. As an Application Help Desk Support Specialist, you will play a crucial role in assisting customers with technical issues and product information, all while working in a collaborative environment that values teamwork and client success. You will have the opportunity to leverage your healthcare experience and technical skills to enhance patient and provider experiences. This role offers a dynamic work atmosphere, competitive benefits, and the chance to contribute meaningfully to the healthcare industry. If you are passionate about technology and customer service, this position is perfect for you.

Benefits

Competitive health plans

Generous PTO & Holidays

401(k) with company match

Telemedicine healthcare visits

Savings accounts (FSA, HSA, DCA)

Life insurance & disability insurance options

Casual office environment

Opportunity to work remotely

Qualifications

• 2+ years of Application Help Desk experience with a focus on healthcare.
• Strong troubleshooting skills and knowledge of clinical workflows.

Responsibilities

• Provide exceptional customer service and troubleshoot product issues.
• Document customer interactions and maintain knowledge base.

Skills

Healthcare experience

Application Help Desk experience

Clinical informatics

Data management

Troubleshooting network-related problems

Excel and SQL proficiency

Remote PC management tools

Communication skills

Problem-solving skills

Education

Bachelor's degree in Computer Science

Business Administration

Management Information Systems

Tools

IBM Merge

GE

EPIC

NextGen

CareStream

Job description

Job Overview

Are you interested in pursuing a career that makes a social and sustainability impact in the world while working with a team that truly cares and supports each other to drive client success? Consider Royal Health Inc, a pioneer in healthcare operations technology transforming the market in patient and provider experience. Royal, headquartered in White Plains, NY, is a leading provider of software and services to the healthcare industry, delivering a seamless suite of solutions that focuses on patient, provider, and operational workflows, optimizing engagement in all areas of the exam life cycle.

Responsibilities

We are seeking a Application Help Desk (Support Specialist) to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues.

Qualifications

This opportunity may be right for you if you have:

• Healthcare experience - knowledge of radiology workflows and understanding of systems such as document management, dictation, EHRs, RIS, and PACS
• Minimum 2 years Application Help Desk experience
• Preferred 3+ years of previous clinical information systems experience or equivalent
• Strong knowledge of clinical informatics, data management, reporting, and system administration
• Experience with high-volume support
• Familiarity with HL7 message formats, types, and message structure
• History of troubleshooting and diagnosing network-related problems
• Experience editing and creating PDFs with form fields
• Familiarity with HTTP protocol and troubleshooting HTTP errors and messages
• Comfort with filtering and searching datasets in Excel, SQL, or other large databases
• Experience searching log files and logging systems to find potential causes of issues
• Comfort with using remote PC management tools to connect to remote computers for troubleshooting
• Highly effective verbal and written communication skills, strong interpersonal skills, and the ability to work independently as well as a member of a team
• Strong problem-solving and critical-thinking skills
• Bachelor's degree in Computer Science, Business Administration, Management Information Systems, or equivalent experience/training
• Previous experience in customer service, sales, or other related fields
• Ability to build rapport with clients, prioritize, and multi-task
• Adaptability to a rapidly growing and changing environment
• Positive and professional demeanor

Additional Information

Extra awesome

• Experience with IBM Merge, GE, EPIC, Change, NextGen, Imagine, CareStream, or any other software/services vendor in healthcare radiology

Day in the life…

• Handle customer inquiries and complaints
• Provide information about the products and services
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Communicate professionally, courteously, and efficiently with customers
• Collaborate and develop strong relationships with customers and business colleagues
• Manage incoming calls and provide exceptional customer service
• Provide incident, change, and problem management support
• Create and manage issues efficiently within the ticketing system
• Coordinate team members to gather information and prepare organized, consistent, accurate ticket status updates
• Proactively troubleshoot and resolve complex incidents and requests
• Escalate tickets to management and development team as needed
• Independently analyze, develop, test, document, implement, and support custom configurations to various radiology workflows
• Assist in preparing and conducting formal/informal training sessions for customers and colleagues
• Design, test, and provide customers with customized analytic reports
• Collaborate with senior team members to develop solutions
• Demonstrate flexibility and teamwork

Benefits

• Competitive health plans (medical, dental, & vision insurance)

• Generous PTO & Holidays

• 401(k) with company match

• Telemedicine healthcare visits

• Savings accounts (FSA, HSA, DCA)

• Life insurance & disability insurance options

• Casual office environments & Opportunity to work remotely