[ref. f10205916] Chicago - EHR Application Support Specialist
Summary Provide effective support for Electronic Health System (EHR) applications as they affect the business operations of MediSYS and clients on a significant level. The EHR Application Support Specialist provides technical assistance to system users by performing the following duties.
Essential Duties and Responsibilities include the following.- Responsible for providing clients with answers/resolutions to incoming calls, emails, faxes, Promptly answers telephones/emails and provides professional courtesy responses.
- Resolves and documents problems professionally, promptly and accurately.
- Prepares templates, databases, etc. for use by clients.
- Trains and supports customers on the proper use of the applications.
- Tracks and records ALL customer calls/encounters in ticketing systems (Autotask/Medconnect & Webchart/Redmine).
- Talks with customers by phone and receives and coordinates orders for add-ons installation or change in service.
- Makes updates/changes to Autotask database including address changes, contact additions, making contacts inactive, etc.
- Informs accounting/sales/administration of changes in addresses, providers, and services for clients.
- Identifies and reports bugs and follows up to make sure fixes are received and tested.
- Advise supervisor on product development issues arising from product problems identified through technical support calls with customers.
- Completes, maintains and processes pertinent records.
- Plans and schedules levels of support according to product release schedules.
- Assists in final testing of new products or releases.
- Works closely with Medconnect/Webchart System support, sales department, PM department, billing department and other team members as it relates to electronic health records.
- Carries out responsibilities in accordance with the organization's policies and applicable laws.
- Attend industry webinars (CMS, BCBS, etc.) for further education and understanding of programs/requirements that affect our clients and industry such as MIPS, HEDIS, ICD-10 and other governmental programs.
- Responsibilities include training employees; addressing complaints and resolving problems.
Education and/or Experience
Prior EHR experience preferred. Experience in a medical office and/or customer service experience.
Computer Skills
To perform this job successfully, an individual should have knowledge of Contact Management systems; Database software; Internet software; Project Management software; Spreadsheet software and Word Processing software.
Certificates, Licenses, Registrations
HIPAA Certification
Other Skills and Abilities
Ability to work with and train physicians, interpret a patient's chart, analyze patient flow in a practice, knowledge of medical office workflow, medical terminology and medical coding - CPT, ICD10.
Full Benefits (Medical, Dental, Vision, 401k, PTO)