Health IT Specialist II (Contract to Hire)
Remote (Pacific or Mountain Time)
Job Requisition: 6949.1
Description for Health IT Specialist II:
The Health IT Specialist II provides advanced technical support, including installation, configuration, and validation for Client’s software and hardware solutions.
Analyze, diagnose, and resolve complex escalated technical issues, optimize existing troubleshooting documentation, and provide technical guidance to teammates and customers to ensure a root cause resolution has been provided and knowledge has been retained via documentation and training.
This position serves as a technical escalation resource for all roles within the technical service team. Performs work under minimal supervision and requires a high degree of latitude. This position reports to the Manager of Technical Services.
Responsibilities for Health IT Specialist II:
- Leads all escalated technical engagements
- Analyzes, diagnoses, and resolves complex escalated technical issues independently
- Installs, configures, and validates Client software and hardware solutions
- Troubleshoots and resolve moderate to advanced complexity of Windows operating systems and network communication issues
- Analyzes customers accounts to determine ownership of hardware, software, licenses, support contracts, etc.
- Troubleshoots and resolve moderate to advanced complexity of Windows operating systems and network communication issues
- Troubleshoots and resolves all issues pertaining to Client software and hardware solutions, including EMR integrations/interfaces
- Troubleshoots and resolves device connectivity issues
- Troubleshoots and resolves database related issues
- Acts as the subject matter expert for all software and hardware solutions
- Validates Client software and hardware in preparation for Client clinical training
- Collaborates with engineering and EMR partners to solve technical issues
- Supports the queue as needed
- Proposes effective workarounds while root cause is being determined
- Leads meetings with customers and other stakeholders in a variety of settings
- Documents all customer complaints to ensure accurate documentation of problems and resolutions in adherence to the Client Quality Management System and/or department processes/policies
- Resolves escalated issues promptly
- Collaborates with engineering/QA/marketing to drive product improvements
- Leads technical training for all teammates and creates/maintains training plans and troubleshooting guides
- Assists the team by taking calls off the queue to minimize negatively impacting the customer experience and department key performance indicators (KPIs)
- Assists with running and analyzing complaint data reports to determine any negative trends impacting Client Diagnostic products, and report out in Product Improvement Team meetings
- Engages in Client Production System (MPS) initiatives with an emphasis on continuous process improvements
- Leads project initiatives in alignment with leadership directives
- Provides after-hours support (i.e. customer go-lives, system down, etc) and be on-call as needed
- Supports the implementation team with software implementation projects as needed
- Travels to customer sites for installation, troubleshooting, and/or training of Client products
- Attends and supports EMR tradeshows
- Participates in NPD and sustaining projects
- Other duties as assigned
Requirements for Health IT Specialist II:
- Associate degree in information technology, engineering or equivalent from a four-year college or technical school and at least 4-6 years of relevant experience, or equivalent combination of education and experience. CompTIA A+, CompTIA Network+, SQL Database, HL7 Fundamentals, HL7 Version 1 and 2, HL7 FHIR, and CompTIA Project+ Certifications are preferred or ability to obtain. Bilingual (Spanish) is a plus.
- Expert knowledge of computers, operating systems, and networking
- Comprehensive knowledge of Web Services and Web APIs
- Comprehensive knowledge working with medical devices and EMR integrations/interfaces
- Comprehensive knowledge of HL7 FHIR, including troubleshooting
- Comprehensive knowledge with hospital system implementations with HL7 interfaces to common healthcare integration engines and working with blended teams of on-site and remote resources
- Comprehensive knowledge with troubleshooting thin clients such as Microsoft RDP, Citrix, and VMware
- Comprehensive knowledge installing, configuring, and troubleshooting Microsoft Server, SQL, IIS, and SQL Server
- Comprehensive knowledge with troubleshooting group policy issues
- Comprehensive knowledge regarding HIPAA related policies and experience adhering to compliance standards during integration implementation
- Solid working knowledge of EMR workflows in outpatient setting
- Comprehensive knowledge of HL7, including experience setting up, configuring and supporting HL7 based software, Including ADT messages
- Comprehensive knowledge of SQL database, querying and methods
- Communicate technical topics to various technical and non-technical audiences, including customer staff and other project team members
- Ability to work with different personality types while remaining tactful and diplomatic
- Must be a self-starter with the ability to work with minimal supervision
- Ability to multitask and resolve issues analytically
- Ability to plan, organize, coordinate and sort priorities to achieve timely quality results
- Must possess excellent verbal and written communication skills
