INFT Solutions inc

Compensation

Full Description

Role: Technical Support Analyst (Only local to Richmond, VA) Location: Richmond, VA Complete Description The EHR EU Support Specialist is responsible for providing Tier 1 (first call resolution) support to all EHR end-users EHR-related clinical and patient accounting applications. - Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes. - 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. - Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each VDH facility - Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation - Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance - Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations - Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors - Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts - Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment - Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support - Site Health Dashboards and associated metrics to monitor performance and identify potential issues - Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams - Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges - Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures. Required/Desired Skills Skill Required/Desired Amount of Experience Application Support Experience. Required 5.0 Years Oracle Health Millenium Cerner EHR experience Highly desired 3.0 Years Strong technical troubleshooting skills for hardware, software and basic network issues. Required 3.0 Years Experience using ServiceNow or other ITSM tool. Highly desired 3.0 Years Experience supporting remote users. Required 3.0 Years Strong written and oral communication skills. Highly desired 3.0 Years Ability to handle multiple competing priorities and multitask efficiently in a dynamic, fast-paced environment. Required 3.0 Years Demonstrated commitment to exceptional customer service with individuals of varying technical knowledge. Required 3.0 Years