Client Support Analyst

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Indiana Health Information Exchange

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

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

• Proactively communicate with clients and internal team members to resolve production support issues in the tier 2 production support inbox • Assist support teams and clients with IHIE systems and applications by configuring delivery rules, new report types, provider files, and services in DOCS4DOCS, IHIE's clinical results delivery application • Provide data subject matter expertise via client conference calls and email • Review HL7 messages against the IHIE HL7 message specification using message analysis tools • Provide detailed message analysis so clients can edit messages to meet IHIE specifications • Monitor data flowing into and out of IHIE systems for structural data problems, data quality issues, message exceptions, and application display problems • Troubleshoot message and data issues and perform root cause analysis • Document identified issues, report problems to the appropriate team, and track issues through resolution • Communicate resolutions to clients • Respond to tier 2 support requests and assist teammates • Participate in a 24x7 tier 2 on-call rotation • Help create and update troubleshooting materials

🎯 Requirements

• Bachelor’s degree or relevant experience highly preferred • Strong analytical skills • Customer-centric approach to work • Excellent verbal and written communication skills • Ability to think outside the box and solve problems independently • Detail-oriented, with excellent organizational skills • Adaptable and responsive in a rapidly changing, process-improvement focused environment • Ability to effectively interact with technical and non-technical peers on solutions and issues • Basic understanding of SQL, including ability to manipulate simple queries • Experience in healthcare, electronic health/medical records, or databases highly preferred • Experience with HL7 message protocol helpful but not required • Experience working directly with customers and/or vendors preferred • Basic experience or understanding of XML data, regular expressions, or programming helpful but not required • Ability to participate in a 24x7 tier 2 on-call rotation

🏖️ Benefits

• medical/dental/vision • 401(k) matching • 20 days PTO your first year • 9 company paid holidays • very casual work environment and dress code • dynamic, fun-loving company culture