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.
PERFORMANCE REQUIREMENTS: Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy, Federal, State, and local regulations.
Education: Minimum A.S. in Computer Science or minimum of 5 years in related field experience w/Amwell or any other Telehealth Application
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
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
Required technical knowledge:
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