Client Support Engineer

Indiana Health Information Exchange•Indianapolis, IN

7d•Onsite

About The Position

The Indiana Health Information Exchange (IHIE) is one of the nation’s largest health information exchange organizations, with roots dating back 30 years and operating for over a decade. As a not-for-profit HIE, IHIE enables hospitals, physicians, laboratories, payers, and other health service providers to avoid redundancy and deliver faster, more efficient, higher quality healthcare to patients in Indiana. Currently, IHIE makes information available to approximately 50,000 healthcare providers in Indiana and neighboring states, delivering services that significantly impact health and healthcare. IHIE serves 120+ hospitals representing 38 health systems, nearly 19,000 practices, and over 50,000 providers, having processed more than 16 billion clinical data transactions. The organization is seeking a talented, driven, and collaborative Client Support Engineer to lead IHIE in three key areas: product knowledge, technical scoping, and customer engagement and support. This role is responsible for orienting new and existing clients regarding IHIE products and services, reconciling customer requirements with IHIE’s products to plan for successful implementation and adoption, and applying these skills with existing customers planning changes to accommodate existing services. Additionally, the Client Support Engineer will work directly with product, support, business development, and implementation teams to effectively streamline the onboarding and adoption of IHIE services. The job function is classified as Risk Level 2, indicating general user access with intentional access to PHI and sensitive data.

Requirements

Adaptability and flexibility in a rapidly changing environment
Self-starter and self-motivated
Ambitious spirit – brings fresh ideas to the table and finds creative solutions to problems
Positive attitude with outstanding communication and listening skills
Bachelor’s Degree in a related healthcare, technical, or business discipline field
10+ years of experience in customer support, product management, or business analyst functions
5+ years’ experience in healthcare information technology or health information exchange
Able to translate functional requirements from customers to technical requirements for engineers
Ability to persuasively communicate complex concepts at all levels of business including c-level
Ability to act as an engaging leader, advisor, mentor and coach
Demonstrated ability to assess and comprehend multiple, often conflicting, interests and articulate clear plans to reach a given objective
Competent and conversant in information technology
Excellent problem-solving skills
Ability to influence others to achieve results
Demonstrated ability to develop a collaborative team environment
Resilient and flexible approach to work
Ability to work in a fast-paced environment
Excellent written and verbal communication skills including presentation and facilitation skills

Nice To Haves

Healthcare experience

Responsibilities

Provide expert level knowledge of onboarding and ongoing usage requirements for all IHIE products/services.
Create and maintain customer facing onboarding documentation for all IHIE products/services.
Create and maintain onboarding and change request questionnaires to effectively scope project requirements.
Identify best practices to promote the adoption of IHIE products and services.
Ability to explain product features and benefits, demonstrating how they meet customer requirements through presentations and product demonstrations.
Discover special circumstances or exceptions that will be required to successfully onboard a customer and identify a planned resolution prior to initiating their project.
Provide technical scoping with current customers who have submitted a change request.
Assist customers in resolving technical issues related to product usage and recommend improvements.
Establish a successful handoff process from the Business Development team with signed SOW to the Project Management and Implementation Teams.
Review onboarding requirements with customers prior to their project starting.
Identify and address any requirement inconsistencies between IHIE and customer.
Help manage scope changes or expectation setting with customers during active implementation projects.
Advocate customer needs internally and work collaboratively with the sales, product, and support teams to achieve customer success goals and contribute to overall company objectives.