Client Support Analyst
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AI Summary
The Client Support Analyst resolves production support issues by monitoring data flow and troubleshooting message or file problems between IHIE and its clients. They also provide data subject matter expertise and configure system settings to ensure clinical results are delivered accurately.
Client Support Analyst
Department: Service Delivery
Employment Type: Full Time
Location: Remote
Description
The Client Support Analyst I works closely with Support teams, IHIE Developers, and customer contacts to provide data quality through resolution of message and file issues between IHIE and its clients. This role will exercise strong analytical, troubleshooting, clear communication, testing skills, and will come with the opportunity to learn more technical and leadership skills over time.
Key Responsibilities
- Proactively communicates with clients and internal team members to resolve production support issues as identified within the tier 2 production support inbox.
- Assists support teams and clients with IHIE systems and applications by configuring delivery rules, new report types, provider files, and services in DOCS4DOCS, IHIE's application for clinical results delivery.
- Through teamwork, supports clients by providing data subject matter expertise via client conference calls and email.
- Reviews HL7 messages against the IHIE HL7 message specification using a suite of message analysis tools. Provides detailed analysis for the client to edit the messages so it meets IHIE specification.
- Monitors data flowing into and out of IHIE systems for any issues including structural data problems, data quality, message exceptions, and application display problems.
- Troubleshoots message and data issues. Performs root cause analysis for issue resolution, documents identified issues, reports problems to the appropriate team, and tracks issues through to resolution. Communicates resolution to client as needed.
- Responds to tier 2 support requests and assists teammates as needed.
- Participates in 24x7 tier 2 on-call rotation.
- Helps to create/update troubleshooting materials as needed.
Skills, Knowledge and Expertise
IHIE Attributes:
- Adaptability and flexibility in a rapidly changing environment
- Self-starter and self-motivated
- Ambitious spirit – brings fresh ideas to the table and finds creative solutions to problems
- Positive attitude with outstanding communication and listening skills
Education:
- Bachelor’s degree or relevant experience highly preferred
Skills and Experience:
- Strong analytical skills
- Customer-centric approach to work
- Excellent verbal and written communications skills
- Ability to “think outside the box” and solve problems independently
- Detail-oriented, with excellent organizational skills
- Adaptable and responsive in a rapidly changing, process-improvement focused environment
- Ability to effectively interact with technical and non-technical peers on solutions and issues
- Basic understanding of SQL, including the ability to manipulate simple queries
- Experience in healthcare, electronic health/medical records, or with databases highly preferred
Preferred:
- Experience with HL7 message protocol helpful but not required
- Experience working directly with customers and/or vendors preferred
- Basic experience/understanding with any of the following helpful but not required: XML data, regular expression, programming experience
Benefits
In exchange for your technical aptitude and strong customer service skills, we offer an excellent benefits package including medical/dental/vision, 401(k) matching, 20 days PTO your first year plus 9 company paid holidays, very casual work environment and dress code, and a dynamic, fun-loving company culture!
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