** If you are located within the designated range of one of our offices, this is an in office position **

POSITION SUMMARY:

The Clinical Service Desk Analyst is responsible for providing Tier 1 support to patients, physicians, and hospital staff for EHR-related hospital applications primarily focused on clinical software needs.

This is a full-time, remote position.

Experience:

· 1-year Cerner clinical experience as end user, credentialed trainer, or other relevant clinical experience

· 2 years’ customer service experience

· Relevant Cerner Clinical software experience

· Call center experience a plus

ESSENTIAL FUNCTIONS:To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

Routine Support (90%)

· Provides 24/7/365 Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.

· Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.

· Utilizes customer service guidelines as outlined in HDI training.

· Uses client provided knowledgebase and client specific procedures to resolve issues.

Continuing Education (10%)

· Acquires and maintains a general and clinical knowledge of client and related software applications.

· Attends professional development training as instructed.

· Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.

· Exhibits regular and reliable attendance.

· Performs other duties as assigned.

Additional Information:

Customer Focus:

· Position primarily serves external customers.

HIPAA:

· Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices.

KNOWLEDGE, SKILLS & ABILITIES:The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education:

· High School Diploma, GED, or equivalent

· 2-year degree in a relevant health-care field or 4-year degree preferred; relevant healthcare/clinical support experience will be considered

Certifications & Licenses:

Valid State Drivers’ License preferred

Skills and Abilities:

Business Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Foundational Computer Skills -Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc.

Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

Routine Business Problems - Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.

Job Specific Impact - Decisions generally affect own job or assigned functional area.

Foundational Judgment - Results are defined and existing practices are used as guidelines for how to complete work activities’ works closely with supervisors/manager who provides broad guidance and overall direction.

Foundational Planning / Organization - Prioritize assigned and routine tasks. Handle appropriately.

PHYSICAL AND MENTAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift, push, pull and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Epic Certification Required in any of the following: Ambulatory,Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Healthy Planet, Referrals, Welcome, Beaker, Radiant, Cupid, ClinDoc, OpTime, Anesthesia, ASAP, ClinDoc, Orders, and various other Epic Modules.

**We may not always have a current opening on our team within your module but we would love to speak to you about your experience and our opportunity to see if it could be a fit for your future.

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

Position Summary or Value Proposition:

The Regional VP of Sales is responsible for business development and client relationship management. The role of an RVP is as a client advisor, resource, and confidant, which requires building relationships and gaining understanding of the IT service needs within your territory. By understanding the market, the RVP will grow HCTec Gross Margin, footprint, and influence within an assigned territory.

Essential Functions: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

• Builds deep understanding of the IT service needs of the assigned territory’s current and prospective client base, including strategic goals, decision makers and stakeholders, buying environment, challenges, initiatives, and growth or enhancement opportunities.

• Uses understanding of clients, market, and larger industry dynamics to proactively identify opportunities for new or expanded sales and addresses those needs by selling the breadth of our services portfolio.

• Owns and cultivates executive relationships with all clients within the territory.

• Works closely with HCTec’s VP Staffing Delivery, Account Managers, and Professional Services business development teams on identifying and winning opportunities for Core (HIT) and Solutions revenue.

• Partners with executive team to drive all opportunities, including RFI/RFP responses, contracting, preliminary and finalist presentations, and win/loss reviews. “Owns” deal through initial implementation and manages handoff to Operations.

• Grows HCTec brand presence within the territory through thought leadership, strategic community and industry involvement, and lead generation activities. Identifies opportunities for HCTec exposure and partners with Marketing on sponsorships, events, digital and in-person Marketing efforts, and strategic entertainment opportunities.

• Collaborates with Managed Services leadership and Client Service Managers to ensure seamless handoffs and positive client experiences.

• Supports Managed Services Operational leaders/managers and support staff by serving as a subject matter expert and “voice of the customer”.

• Directs and manages ongoing client activities, including Quarterly Business Reviews, in partnership with Managed Services Operations leadership.

Education: Bachelor’s degree in business, marketing or related field

Experience:

• Minimum 7-10 years of direct professional services business development experience in the HC provider space
• Demonstrated track record of developing clients, meeting aggressive sales targets, and driving organic revenue growth within a long-line, service-oriented product portfolio.
• Ability to negotiate complex contractual agreements and pricing models; Prior experience selling Managed or Support Services in healthcare highly desired.
• Financial acumen
• Experience using CRM systems and associated tools
• Proven experience partnering with Marketing, solutions engineers, and Operations leaders to create deals that maximize profit and client satisfaction.
• Outstanding interpersonal and spoken/written communication skills

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

• Frequent overnight travel (up to 85%) by land and/or air.

POSITION SUMMARY:

The Account Manager is responsible for developing and maintaining an assigned territory as well as building relationships with clients in that territory.

ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

• Manage key customer relationships within the staff augmentation service line.

• Oversee customer account management.

• Collaborate with sales team to identify and grow opportunities within territory.

• Build and manage existing accounts and target new service line opportunities to promote new business development activities.

• Cultivate new and existing client business relationships within assigned region through personal books, contacts, networking, client site visits, cold calling, references, etc.

• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.

• Ensure the timely and successful delivery of our staffing solutions per customer needs and objectives.

• Create and conduct proposal presentations and RFP responses.

• Achieve weekly/monthly/quarterly and annual sales goals by exceeding all activity standards for prospecting calls, appointments, proposals, hires, etc.

• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts).

• Update job knowledge by remaining aware of new industry trends, participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.

• Regular and reliable attendance.

• Perform other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES:The requirements listed below are representative of the knowledge, skills and/or abilities required.

Experience: Minimum 5 years in an Account Manager/BDE role in the healthcare industry. Experience

selling staffing and/or IT into the Healthcare space preferred.

Education: Minimum Bachelor’s degree or equivalent experience

Travel: Overnight travel (up to 50%) by land and/or air