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Customer Support Analyst 3 Department: PACIS Administration

Shift: Days

Hours: M-F 8-5


HealthCare Partners Medical Group is a multispecialty medical group that is recognized for its quality of care and high rates of patient satisfaction. HealthCare Partners has over 3,500 employees, including 500+ primary care and specialty physicians, caring for more than 500,000 patients throughout Los Angeles County and Northern Orange County. HCP operates 40 medical clinics, five urgent care centers, two medical spas, and an ambulatory surgery center. If you're looking to make a difference with a large, financially stable, well recognized, privately-owned Medical Group, HealthCare Partners may be the employer for you.
 
As part of our continued growth, we are currently seeking to add:
 
 
PACIS CUSTOMER SUPPORT ANALYST 3 - PC Helpdesk, Healthcare and Healthcare Claims Experience Required – Torrance


Position Summary: 
 
The responsibility of this position will span across the continuum of PACIS activities with a focus on customer support.  This position will focus primarily on help desk support, but will also augment training, application specialist and implementation personnel in the accomplishment of their goals, while providing superior customer service.  This position will provide “back-up” support to all PACIS team members to ensure that adequate coverage is available on an as needed basis.  This position falls within the PACIS help desk team membership area.
 
 
Qualifications:

1+ years of supporting an IT infrastructure in the healthcare environment of business operations as well as an IT organization.

1+ years of experience in the area of software implementation, preferably in the healthcare setting.

Experience with healthcare applications, specifically the NextGen EMR and/or EPM system.

Medical office experience, with an emphasis in either clinical or operations management (physician billing expertise preferred).

Strong problem solving and analytical skills

Effective communication skills a must.

Experience in building and managing SQL based software solutions and/or databases a plus.

Demonstrated ability to work in a team environment.
 
 
Essential Functions:

Monitor and manage incoming help requests from end users via both telephone and e-mail in a courteous manner.

Support user access requirements and policy.

Prioritize and schedule problems and escalate problems (when required) to the appropriate defined vendor or person(s).

Access software updates, user manuals, knowledge bases, and other available resources, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

Assure customer satisfaction by insuring network and system access is fast, efficient, and available for all users.

Train others to effectively utilize software and/or supported hardware devices.

Troubleshoot operating errors.

Maintain record of daily communications with customers, problems and remedial action taken.

Provide support to training personnel to ensure coverage on an as needed basis.  Develop and implement “specialized” training to support service offerings of the PACIS project.

Serve as EPM/EMR implementation support through on-site observation and management of the implementation process. Provide end user training to support successful adoption of NextGen application.

Assist application specialists in the building and maintenance of customer databases and/or systems, upgrades and roll out processes.

 
Physical Demands for the Position:

Sitting for prolonged periods of time while manning the help desk.

Wearing headset for answering telephone calls.

Ability to get to and from customer locations and/or training centers

Ability to lift 25 lbs.

Ability to use desktop computer.

 
Success Metrics:

Customer satisfaction rating on customer surveys.

85% or higher weekly resolution on level 1 & 2 triaged calls.
 
 
We offer a competitive salary and benefits program including Health, Dental, Vision, 401(k), Continuing Education, Tuition Reimbursement, free Basic Life and AD&D, free LTD, a generous holiday schedule, and more.
 
For immediate consideration, please click on the Apply button.

Customer Support Analyst 3