Online Clinical Support Specialist

GE HealthCare

7d•$92,000 - $138,000•Remote

About The Position

This role will help to drive customer support and satisfaction through Ultrasound IT Support. As part of the USIT team, you will be joining a fast-growing global business focused on Ultrasound reporting and image management across all Ultrasound segments. This role will support customers during West Coast business hours 8am-5pm PST. GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Requirements

Candidates can be located anywhere in the US but need to be willing to work 10am - 7pm CST.
Associate degree or equivalent and 5+ years of Ultrasound clinical/technical experience; plus, American Registry of Diagnostic Medical Sonographers (ARDMS) certifications.
Familiarity with GE Healthcare ViewPoint Ultrasound IT products.
Cardiovascular, Women’s Health and Vascular Ultrasound clinical application experience and/or product knowledge
Needs to have clinical setting Viewpoint experience
Familiarity with Clinical workflow, DICOM SR files.
Basic computer skills (Word, Excel, PowerPoint).
Exhibits organizational and time management skills necessary to work on multiple tasks in parallel
Strong documentation skills to detail customer interaction, problem definition, troubleshooting and issue resolution
Excellent troubleshooting skills with the ability to resolve complex clinical problems
Strong verbal and written communication skills necessary to work with customers, vendors, and other teams
Critical thinking, logical and analytical skills
Proven ability to work both independently and with a team, as well as follow direction from management
The successful applicant must comply with GEHC’s standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).
Unrestricted work authorization in the US without sponsorship.
Willingness to submit to and pass a drug test and educational employment and criminal background checks.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Nice To Haves

At least 3 years of Clinical support experience including troubleshooting hardware, networking, Client\Server OS and Peripherals.
Windows OS, Security and Shares. MCSE preferred.
Excellent written/verbal communication skills, including the ability to easily convey concepts to peers, customers, and employees
Prior experience within GE - ViewPoint, OB/GYN/Cardiac/ Vascular reporting application
General IT background with ability to consult on infrastructure needs of prospective clients.
Microsoft Terminal Server / Citrix experience
Experience with workflow in a hospital system.
Prior PACS and HIS experience or familiarity.
Working knowledge of the DICOM standard and Ultrasound Systems preferred.

Responsibilities

Provide excellent clinical support to customers via phone, Microsoft meetings and emails.
Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail support requests from internal and external customers.
Listen and respond to customers’ needs, concerns, requests, and complaints.
Apply sound troubleshooting techniques and principals to solve complicated problems.
Handle customer inquiries driving first call resolution.
Ensure outstanding customer satisfaction in all customer interactions.
Effectively log and document communication with customers, including details of actions taken to troubleshoot and resolve issues.
Provide valuable input to new product development using your experience in resolving issues.
Create and maintain positive and professional relationships with customers and coworkers.