Client Support Engineer

🕒 April 21

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Indiana Health Information Exchange

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare Insurance • SaaS

Indiana Health Information Exchange is dedicated to improving healthcare by enhancing the speed and accessibility of healthcare information across the state of Indiana. The organization connects over 100 hospitals and 38 different health systems to provide healthcare professionals with the information needed for better patient care. Their mission is to advance health and healthcare through sophisticated information exchange, thereby ensuring that patients receive the best possible care in a timely manner. By leveraging statewide clinical data, IHIE aims to drive improvements in public health, population health management, and patient care.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ Benefits

• 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!****