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Senior Customer Support Engineer-Centricity Full-time

at VVC Holding Corp in Minnesota (Published at 10-11-2018)

About Us

About the Value-Based Care Solutions Group

Value-Based Care Solutions Group is a leading software provider that leverages technology and analytics to help healthcare providers across the continuum of care effectively manage their financial, clinical, and human capital workflows. Offering a comprehensive suite of innovative technology-enabled solutions, the Company aims to improve quality, increase efficiency, and reduce waste in the healthcare industry. Veritas Capital, a leading private equity investment firm with significant experience in the healthcare technology space, acquired Value-Based Care Solutions Group from GE Healthcare in July 2018.


Description:

This position provides a high-level online and telephone technical support in a fast-paced environment to Centricity Business customers. This includes guidance on how to use the product and troubleshooting software, hardware, network and operating system problems. Responsible for prioritizing daily issues, directly resolving and/or coordinating support work as necessary to maintain customer satisfaction and meet expected turnaround times. They will have competencies in the necessary technical, business and customer service skills that provide for consistent quality support to assigned clients. This could include: technical skills related to departmental needs (basic programming languages and applicable operating systems) uses functional debugging techniques and technical tools. Understands product functionality. Understands integration between applications. Perform issue analysis. Assists customers with application setup issues as needed.


Key responsibilities/essential functions include:

  • Effectively manage a queue of multiple customer issues in a timely and efficient manner, making every customer interaction a satisfying experience. Resolve customer issues; initiate, track and proactively communicate issue status to customer, document action plans, resolution and customer communications as appropriate
  • Interact professionally and positively at all times with customers at varying levels of the organization
  • Demonstrate good judgment in providing and receiving sensitive information, following all applicable security procedures in handling any patient identifiable data
  • Gather accurate problem description and diagnostic information
  • Conduct second level problem determination using basic troubleshooting skills, documented procedures and available tools
  • The ability to functionally support multiple products or applications, while maintaining a high level of quality and following all department standards
  • Acts as a resource, coach, and mentor as applicable, including serving as a functional resource to staff and customers
  • Works with other analysts/engineers in addressing application/product integration issues
  • Analyze customers’ needs and provides insight into products and their functionality
  • Contributes to the improvement of processes through the sharing of ideas and the development of tools
  • Seeks to improve productivity and knowledge sets through working with other roles on mutual projects
  • Independently manages projects and analyzes complex tasks
  • Develops and implements workable solutions using available resources (This includes driving decision making, defining increments, tracking backlog, assessing and mitigating risks and removing obstacles)
  • May be required to work overtime, on-call or weekends
  • Ensure timely dispatch closure
  • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
  • Provide customer education and training where appropriate, focusing on the application workflow and implementation/design
  • Understand the Healthcare Industry and the business case for Centricity Business application in any customer’s business environment
  • Travel requirement 10-15%

Required Qualifications:

  • Bachelor’s degree and/or five or more years of customer service experience as well as an advanced knowledge of Centricity Business software or equivalent work experience
  • Medical office work flow experience and/or Healthcare Industry experience
  • Project management skills
  • Excellent verbal and written communications a must, including superior telephone etiquette and an ability to deal effectively with customers, peers and management

Preferred Qualifications:

  • Bachelor’s Degree in Computer Science, IT or related field.
  • Exposure or experience in one or more of the following: M(Cache’), SQL, Visual Basic, Client/Server, basic programming languages and applicable operating systems
  • Possess troubleshooting techniques and technical skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time
  • An understanding of product integration points
  • The ability to consult customers on product setup/functionality issues
  • Ability to work on high level projects
  • Ability to think clearly and quickly and empathize in high-pressure situations


At VVC Holding Corp we believe that diversity fuels innovation. VVC Holding Corp is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.



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