Purpose

The Associate Support Specialist position provides professional healthcare software support resulting in a high degree of client satisfaction. This includes assessing, documenting, and resolving basic client technical issues within an inbound contact center. This role also informs internal and external stakeholders of process, status, and resolution of technical issues with frequent written and verbal communication.

Essential responsibilities & duties

• Receives and responds to incoming client request via telephone, web, chat, and email
• Follows established Case Management Best Practices
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues
• Researches issues and utilizes proven resolutions to customer issues
• Manages and documents the resolution process while effectively communicating status with the client
• Actively partners with clients and internal resources in issue resolution
• Maintains high Client Satisfaction (Net Promoter) Scores
• Stays current with product and industry updates and changes
• Identifies need to escalate complex or risk issues to appropriate senior staff
• Continually learns and expands knowledge of Clinisys applications, environments, and systems
• Creates and references knowledgebase articles
• Follows the Clinisys Quality Management System and regulatory standards including effective management of Protected Health Information
• On-call/holiday rotation(s) required
• Performs other duties and responsibilities as assigned

Knowledge, skills, abilities

• Excellent analytical and problem solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Ability to deal with complex and challenging client issues

Required Experience

• Previous experience 0-2 years with a technical aptitude in one of these areas:
  • Healthcare technology
  • Healthcare
  • Technology
  • client support
• High School diploma

Preferred Experience

• College course work or certification programs in related field
• Previous client/customer support experience
• Clinical laboratory experience or supporting health care information systems preferred
• Proficient typing skills

• Customer facing candidates with experience in supporting highly technical environments, with technical certifications and/or training.
• Examples:
• Reading, interpreting and troubleshooting HL7 messages
• Networking
• Database administration
• Java
• Microsoft technologies
• Productivity tools such as word processing and spreadsheet applications