Issue Resolution Specialist / Account Coordinator Hybrid

Issue Resolution Specialist / Account Coordinator Hybrid

Sunitna River is looking to hire an experienced Issue Resolution Specialist / Account Coordinator Hybrid. The position entails performing responsibilities of both an Issue Resolution Specialist and an Account Coordinator. The IssueResolution Specialist manages the Defense Health Agency's (DHA) issue resolution process at assigned Military Treatment Facilities (MTF) in support of the Department of Defense (DoD) Electronic Health Record (EHR), to include system, content and configuration changes, scheduled and unscheduled service interruptions, and updates impacting end users. Account Coordinators are responsible for managing the MHS GENESIS account provisioning process at assigned Military Treatment Facilities. This includes assigning and coordinating with end users on required MHS GENESIS training, and attending informational meetings, conference calls and briefings regarding MHS GENESIS roles and account related topics.

Essential Duties & Responsibilities:

• Assist end users with following enterprise system configuration change request and service interruption reporting standard operating procedures.
• Assess, monitor, and report status of EHR helpdesk tickets, taking appropriate actions when necessary.
• Coordinate local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff, etc., when appropriate.
• Manage training rosters, user role assignments, and load provider credentials.
• Track and facilitate action items related to system block upgrades and sustainment.
• Submit tickets to initiate MHS GENESIS account creation and provisioning for end users.
• Manage domain access, privileges and verify end user roles and clinic responsibilities to ensure correct roles assignment for MHS GENESIS.
• Troubleshoot end user role issues and identify any role adjustments.
• Submit Global Service Center (GSC) tickets to initiate, modify, suspend, reactivate, and enable end user accounts.
• Collaborate with Training Site Lead and Issue Resolution Specialists to ensure end user roles and accounts are operating as designed.
• Collaborate with other Account Coordinators and personnel working on MHS GENESIS related issues at other MTFs within the DHA enterprise.
• Provide support to Military Treatment Facilities (MTFs) outside the primary region, if needed, as directed by the Regional Project Manager.
• Assist in both Account Coordinator and Issue Resolution Specialist capacity when a site needs surge support.
• Provide direct technical support and guidance to sustainment personnel and client as needed.
• Participate in working groups, as requested, as technical experts.
• Work closely with the Regional Project Managers and Senior Managers to ensure team success.

Qualifications:

• Prior experience with analyzing business processes and information management needs of medical organizations.
• Knowledge of marketing research and BPR methodologies, analysis, theory, and application and strong interpersonal skills.
• Knowledge of activity-based costing principles and knowledge of functional economic analysis to assess several alternatives.
• Knowledge of various specialized areas of health care management.
• Preferred experience in supporting Clinical Information Systems (CIS) training, tools, software installs and upgrades, preparing classrooms, facilities, and necessary equipment for classes or supporting EHR efforts.
• Knowledge of the workings of a hospital technical system. Must maintain an appropriate degree of knowledge, skill, and ability to provide functional support and perform system status checks as needed during trouble ticket resolution.
• Personnel must be fluent in verbal and written communications (English) and medical terminology.

US Citizenship Required - Candidate will need to obtain a DoD Public Trust Clearance

Benefits Include: 401(K) Plan with Employer Match, Health Insurance (medical, dental, and vision), Paid PTO, Flexible Spending Accounts (Health and Dependent Care), Life insurance, short term and long-term disability, Full Holiday Schedule and more.