Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 4,000 laboratories across 39 countries. Headquartered in Tucson, Arizona, and Woking, England, Clinisys’ mission is to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.

Clinisys has built an unrivalled reputation for deploying complex diagnostic networks and academic centres – and is the only provider to repetitively deliver to all disciplines end-to-end – at scale. Fostering healthier communities. 

Job Description

You will provide 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 centre. This role also informs internal and external stakeholders of process, status, and resolution of technical issues with frequent written and verbal communication.

Essential Functions

• Receives and responds to incoming client request via telephone, web, ITSM portal and email
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues
• Researches, manages and documents issues and documents resolutions while effectively communicating status and partnering with the client
• Maintains high Client Satisfaction (Transactional 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 established case management best practices and the Clinisys quality management system and regulatory standards including effective management of Protected Health Information
• 24/7 stand-by rotation(s) required
• All other duties and responsibilities as assigned
• Contribute to the development of product software
• Understand the customers’ short and long term strategies, advise and assist with Clinisys products to facilitate these needs
• Understand the service Clinisys has been engaged to deliver in line with contractual and other customer expectations
• Establish and maintain high levels of call ownership – resolving, progressing and managing all calls to a satisfactory conclusion on the Clinisys call management system, ensuring that appropriate parties (including caller/customer) are kept up to date on call progress
• Be the single point of contact for the customer
• Establish a quality working relationship with end users and solve their problems in a timely fashion by using and developing diagnosis, analytical, problem solving, discipline specific and technical skills to achieve Service Levels
• Understand and operate the escalation procedure within the defined limits of time, knowledge and level of contracted support
• Behave as a role model for : delivering results; enthusiasm and enjoyment of your work; for teamwork; for coaching and mentoring of colleagues and team members and for professional standards of behaviour
• Support the development of internal systems
• Attend team meetings and agreed training courses
• Be responsive to reasonable requests from your line manager
• Progress personal development and encourage the development of other team members
• Complete administrative duties including holiday, sickness and overtime forms in a timely manner

Onboarding
As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.

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