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Clinical Support Specialist

Location:Coral Springs, FL
Salary Range:Depends on Experience
Benefits:Full Benefits Package
Employment Type:Full Time
Description:The Clinical Support Specialist will be required to resolve customer issues over the phone or through other electronic interactions. Key focuses of the job will be to help solve "How do I" type questions and to escalate fully detailed cases beyond your level to the appropriate internal resource. All cases assigned to you will be handled in a professional manner focusing on supreme customer experience being the ultimate goal.

• Develop an in-depth understanding of the clinical modules used to support processes and patient care in long term care facilities.
• Provide immediate support by telephone and email to customers with business process queries or difficulties using the application in their day to day work.
• Troubleshoot and develop technical solutions related to software and setup errors for our clients.
• Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
• Track and manage resolution of more complex issues escalating or seeking assistance as needed within the support team or other departmental teams.
• Work effectively and professionally with other departments to resolve application defect issues and escalate enhancement requests.
• Document user problems through the use of an online problem management system.
• Be available to work a shift of 11 am to 8 pm EST Monday - Friday.

• Bachelor’s Degree in Health Information Management (HIM) or Healthcare Administration or certification related to Healthcare (LPN) is required.
• 0-2 years of experience in the healthcare field or related area
• Familiar with standard concepts, practices, and procedures within the Long Term Care industry is a plus
• Excellent interpersonal, customer support, and problem-solving skills
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment.
• Strong communication, relationship management and documentation skills.
• High degree of computer literacy and excellent typing skills.
• Experience providing web-based application software support
• Act on own initiative and work well in a team environment

This position will offer the candidate access to information technology solutions that are on the leading edge in the Long Term Care industry, tools to support these solutions, information and contact with industry leaders and peers, and an understanding of the regulations that drive the Healthcare industry.

On the job training for the use of our product and interoperability with other software is provided. Expectations will include gaining an understanding of and keeping current on Answers software, Long Term Care regulations, industry trends and governmental policies and regulations affecting our client base.

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