Issue Resolution Specialist / Account Coordinator

Sunitna River LLC; Denver (CO); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(K) Plan with Employer Match

Health Insurance (medical, dental, and

Job summary

Sunitna River is seeking an experienced Issue Resolution Specialist / Account Coordinator to support the DoD EHR program at a U.S. military base in Denver, CO. The role blends issue resolution with account provisioning for MHS GENESIS, including training, user roles, and coordination with DHA/HI teams.

Responsibilities include managing helpdesk tickets, coordinating with IT staff, and guiding end users through system changes and access processes, with potential surge support as needed.

Qualifications

• Experience analyzing business processes and information needs in medical organizations.
• Knowledge of marketing research and BPR methodologies.
• Knowledge of activity-based costing principles and economic analysis.
• Knowledge of various areas of health care management.
• Experience supporting Clinical Information Systems (CIS) training and EHR-related activities.
• Fluent English communications and medical terminology knowledge.
• US Citizenship and ability to obtain a DoD Public Trust Clearance.

Responsibilities

• Assist end users with enterprise system configuration change requests and service interruption reporting SOPs.
• Assess, monitor, and report status of EHR helpdesk tickets and take appropriate actions.
• Coordinate local resolution efforts with Account Coordinators, EHR Trainers, IT staff, and others.
• Manage training rosters, user role assignments, and provider credential loading.
• Track and facilitate action items related to system upgrades and sustainment.
• Submit tickets to initiate MHS GENESIS account creation and provisioning for end users.
• Manage domain access, privileges and verify end user roles for MHS GENESIS.
• Troubleshoot end user role issues and identify necessary adjustments.
• Collaborate with Training Site Lead and other specialists to ensure proper operation.

Skills

Business process analysis

Interpersonal skills

Economic analysis

Health care management

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Issue Resolution Specialist / Account Coordinator

Regular Full-Time Denver, CO, US

3 days ago Requisition ID: 1703

Sunitna Riveris looking to hire an experienced Issue Resolution Specialist / Account Coordinator. The position entails performing responsibilities of both an Issue Resolution Specialist and an Account Coordinator. The Issue Resolution Specialist manages the Defense Health Agency’s (DHA) issue resolution process at assigned Military Treatment Facilities (MTF) in support of the Department of Defense (DoD) Electronic Health Record (EHR), to include system, content and configuration changes, scheduled and unscheduled service interruptions, and updates impacting end users. Account Coordinators are responsible for managing the MHS GENESIS account provisioning process at assigned Military Treatment Facilities. This includes assigning and coordinating with end users on required MHS GENESIS training, and attending informational meetings, conference calls and briefings regarding MHS GENESIS roles and account related topics. This position is located on a U.S. military base within the Continental United States.

CLIENT:Military Health Systems (MHS) / Defense Health Agency (DHA) – Health Informatics (HI)

ESSENTIAL DUTIES & RESPONSIBILITIES:

Issue Resolution Specialist / Account Coordinator Responsibilities

• Assist end users with following enterprise system configuration change request and service interruption reporting standard operating procedures.
• Assess, monitor, and report status of EHR helpdesk tickets, taking appropriate actions when necessary.
• Coordinate local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff, etc., when appropriate.
• Manage training rosters, user role assignments, and load provider credentials.
• Track and facilitate action items related to system block upgrades and sustainment.
• Submit tickets to initiate MHS GENESIS account creation and provisioning for end users.
• Manage domain access, privileges and verify end user roles and clinic responsibilities to ensure correct roles assignment for MHS GENESIS.
• Troubleshoot end user role issues and identify any role adjustments.
• Submit Global Service Center (GSC) tickets to initiate, modify, suspend, reactivate, and enable end user accounts.
• Collaborate with Training Site Lead and Issue Resolution Specialists to ensure end user roles and accounts are operating as designed.
• Collaborate with other Account Coordinators and personnel working on MHS GENESIS related issues at other MTFs within the DHA enterprise.
• Provide support to Military Treatment Facilities (MTFs) outside the primary region, if needed, as directed by the Regional Project Manage
• Assist in both Account Coordinator and Issue Resolution Specialist capacity when a site needs surge support.
• Provide direct technical support and guidance to sustainment personnel and client as needed.
• Participate in working groups, as requested, as technical experts.
• Work closely with the Regional Project Managers and Senior Managers to ensure team success.

QUALIFICATIONS:

• Prior experience with analyzing business processes and information management needs of medical organizations.
• Knowledge of marketing research and BPR methodologies, analysis, theory, and application and strong interpersonal skills.
• Knowledge of activity-based costing principles and knowledge of functional economic analysis to assess several alternatives.
• Knowledge of various specialized areas of health care management.
• Preferred experience in supporting Clinical Information Systems (CIS) training, tools, software installs and upgrades, preparing classrooms, facilities, and necessary equipment for classes or supporting EHR efforts.
• Knowledge of the workings of a hospital technical system. Must maintain an appropriate degree of knowledge, skill, and ability to provide functional support and perform system status checks as needed during trouble ticket resolution.
• Personnel must be fluent in verbal and written communications (English) and medical terminology.

US Citizenship Required - Candidate will need to obtain a DoD Public Trust Clearance

Benefits Include:

• 401(K) Plan with Employer Match
• Health Insurance (medical, dental, and vision)
• Paid PTO
• Flexible Spending Accounts (Health and Dependent Care)
• Life insurance
• short term and long-term disability
• Full Holiday Schedule and more.

This company, its subsidiaries, and joint ventures will provide equal employment opportunities to all persons and prohibits employment decisions based on race, religion, color, creed, national origin, sex, age, disabling condition, political affiliation, protected veteran’s status, or sexual orientation. All selection, hiring, and promotion decisions will be based on valid job-related requirements consistent with performance of the essential functions of the position. This policy is in keeping with Executive Order 11246, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, Sections 503 and 504 of the Rehabilitation Act of 1973, the Civil Rights Restoration Act of 1988, the Vietnam Veterans Readjustment Assistance Acts, as amended, and other applicable federal and state laws. Pursuant to PL 93-638, as amended, preference may be given qualified to the Corporation’s Shareholders, including their spouses and descendants, during the hiring process to the maximum extent permitted by law.