26 Apr
Telehealth Analyst
Vacancy expired!
PRIMARY FUNCTION: This position is responsible for providing end to end application and Technical support for e-Medsys telehealth platform and Amwell Telehealth while working as part of the Clinical Applications Support Team.
SUPERVISIORY RESPONSIBILITIES: None ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all of the duties that may be assigned.)- Act as a single point of contact for phone calls and emails as 2nd level support from Service Desk and other points of escalation for Telehealth support and maintenance.
- Serves as a subject matter expert for all Telehealth and EHR Integration related issues in accordance with PA standard clinical systems.
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Addresses and resolves calls and incidents regarding telehealth platforms and any technical related issues.
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
- Identify and escalate situations requiring urgent attention.
- Assesses and documents target acquisition practice Telehealth systems. Coordinates or attends meetings to gather requirements.
- Creates Telehealth systems integration play book and project plan.
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Responsible for development of training and support materials and conducting training of end-users.
- Leads major application setup and design of Telehealth modules of EHR and other clinical systems.
- Works with Telehealth vendors and clinical teams to report metrics that measure the success of programs and outcomes of patients served.
- Provide expert application support to end users for e-Medsys and Amwell Telehealth applications.
- Creates documentation of changes that have been made, and the reasoning behind the decision to make the change.
- Leads testing and validation for system-wide changes made prior to implementation.
- Analyzes and recommends new features of the software to ensure the software meets the organization’s needs and objectives.
- Communicate efficiently, accurately and professionally both verbally and in writing.
- Minimum of 3 years of practical experience in supporting telehealth platforms
- Minimum of 3 years of practical use of Active Directory Users and Computers
- Minimum of 3 years track record of providing excellent tech support in Healthcare
- Minimum of 3 years of practical use of Avaya and Nortel phone systems
- Minimum of 3 years of practical use of Internet explorer 9/10/11/Edge, Microsoft Office Suite 2010/2013 and Windows 7/10
- Amwell Telehealth
- E-Medsys Tricare Telehealth
- Microsoft Office product support and training including Outlook, Access, Excel, Powerpoint
- Windows administration, active directory, group policy troubleshooting
- Desktop support following ITIL framework
- Strong time management skills
- Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
- Demonstrated ability to learn customer support processes and techniques
- Strong analytical skills
- Ability to solve problems independently
- Basic IP networking troubleshooting
- Able to use the major functions of Windows 7, including Control Panel, Display settings and Printer settings
- Able to read, manage and create technical documentation
- Able to use ticket tracking software, remote management software and the telephone to provide technical support
- Must be able to communicate in English clearly and professionally both verbally and in writing
Vacancy expired!