Client Support Engineer

🕒 Abril 21

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Indiana Health Information Exchange

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2004

⚕️ Seguro de Saúde

☁️ SaaS

Healthcare Insurance • SaaS

A Indiana Health Information Exchange é dedicada a melhorar a assistência à saúde aprimorando a velocidade e acessibilidade da informação de saúde em todo o estado de Indiana. A organização conecta mais de 100 hospitais e 38 diferentes sistemas de saúde para fornecer aos profissionais da saúde as informações necessárias para um melhor cuidado ao paciente. Sua missão é avançar na saúde e assistência médica através de uma troca de informações sofisticada, garantindo assim que os pacientes recebam os melhores cuidados possíveis de forma oportuna. Aproveitando os dados clínicos estaduais, a IHIE pretende impulsionar melhorias na saúde pública, gestão da saúde populacional e cuidado do paciente.

Descrição

• Provide expert level knowledge of onboarding and ongoing usage requirements for all IHIE products/services. • Create and maintain customer facing onboarding documentation for all IHIE products/services. • Create and maintain onboarding and change request questionnaires to effectively scope project requirements. • Identify best practices to promote the adoption of IHIE products and services. • Ability to explain product features and benefits, demonstrating how they meet customer requirements through presentations and product demonstrations. • Discover special circumstances or exceptions that will be required to successfully onboard a customer and identify a planned resolution prior to initiating their project. • Provide technical scoping with current customers who have submitted a change request. • Assist customers in resolving technical issues related to product usage and recommend improvements. • Establish a successful handoff process from the Business Development team with signed SOW to the Project Management and Implementation Teams. • Review onboarding requirements with customers prior to their project starting. • Identify and address any requirement inconsistencies between IHIE and customer. • Help manage scope changes or expectation setting with customers during active implementation projects. • Advocate customer needs internally and work collaboratively with the sales, product, and support teams to achieve customer success goals and contribute to overall company objectives.

🎯 Requisitos

• Bachelor’s Degree in a related healthcare, technical, or business discipline field • 10+ years of experience in customer support, product management, or business analyst functions • 5+ years’ experience in healthcare information technology or health information exchange • Able to translate functional requirements from customers to technical requirements for engineers • Ability to persuasively communicate complex concepts at all levels of business including c-level • Ability to act as an engaging leader, advisor, mentor and coach • Demonstrated ability to assess and comprehend multiple, often conflicting, interests and articulate clear plans to reach a given objective • Competent and conversant in information technology • Excellent problem-solving skills • Ability to influence others to achieve results • Demonstrated ability to develop a collaborative team environment • Resilient and flexible approach to work • Ability to work in a fast-paced environment • Excellent written and verbal communication skills including presentation and facilitation skills • Preferred: Healthcare experience

🏖️ Benefícios

• We offer an excellent benefits package including medical/dental/vision, 401(k) matching, 20 days PTO your first year plus 9 company paid holidays, Summer hours, student loan repayment/529 account save-up programs, a very casual work environment and dress code, and a dynamic, fun-loving company culture!****