Issue Resolution Specialist/Account Coordinator

Seneca Holdings•Joint Base Lewis-McChord, WA

8d•Onsite

About The Position

Great Hill Solutions is seeking a highly motivated and experienced individual to join our team as an Issue Resolution and Account Coordinator. The Issue Resolution Specialist/Account Coordinator manages the Defense Health Agency’s (DHA) Issue Resolution Process and the MHS GENESIS Account Provisioning process at assigned Defense Health Network Hubs in support of the Department of Defense (DoD) Electronic Health Record (EHR), to include system content and configuration changes, scheduled and unscheduled service interruptions, and updates impacting end users. This includes assignment and coordination of end-user MHS GENESIS required training. This is a full time, on-site position and Madigan Medical Center at JB Lewis-McChord, WA.

Requirements

DoD Public Trust – be able to obtain through our company (Pass background check)
Able to interact and communicate at all levels
Excellent interpersonal skills-verbal, written and spoken.
Proficient in Microsoft Office Suite (Word, Excel and Outlook)
An associate's degree is required, with a Bachelor's degree preferred.
5 years’ experience as an Issue Resolution Specialist/Account Coordinator or similar

Responsibilities

Connect End Users with Cerner AMS and TMI in validating configuration changes
Serve as an Enterprise consultant on workstream processes
Liaise between the Site, DHA, HI, implementation teams, GSC, Tier 3, and DHMSM
Monitor and manage Service Now Dashboards and MTF Visual Task Boards
Communicate ticket resolutions to end-users, Account Coordinators, MHS GENESIS Trainers, and staff
Assists end users with following enterprise system configuration change request and service interruption reporting standard operating procedures.
Assesses, monitors, and reports status of EHR helpdesk tickets, taking appropriate actions when necessary.
Coordinates local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff etc., when appropriate.
Collaborates with DHA and Defense Health Network (DHN) Health Informatics (HI) staff on high priority issues impacting the MTF.
Manage MHS GENESIS end-user profiles and roles
Coordinate and schedule training sessions, including ILT and CBTs
Track and manage training rosters and user role assignments
Troubleshoot common end-user account and role issues
Collaborate with Solution Owners, Trainers, and Peer Experts to optimize MHS GENESIS roles
Submit GSC tickets to create, modify, and manage end-user accounts
Verify end-user roles and responsibilities to ensure correct MHS GENESIS My Experience roles are assigned
Evaluate end-user duties to identify specialized bolt-on privileges
Assigns and coordinates required MHS GENESIS end user training.
Requests training domain access.
Troubleshoots issues with end users who are experiencing functionality problems related to their MHS GENESIS account.
Identify, evaluate, and provide feedback to contract managers on issues or improvements.
Other duties related to above as required.