Senior Client Support Specialist

Contexture•Jenks, OK

4d•$5,147 - $5,833•Remote

About The Position

The Senior Client Support Specialist is an integral member of the Client Support team, providing helpdesk and technical support to consumers, participants, and internal partners using Contexture platforms. The role also mentors and trains Client Support Specialists, liaises with other departments, and provides enhanced services to users and participants. It balances operational and project support activities. The position is based in Phoenix, Arizona; Denver, Colorado; or Grand Junction, Colorado, and requires local residency in one of these locations. Local work-from-home opportunities are available. The role reports to the Manager, Client Support and is classified as non-exempt. It may require occasional after-hours availability and participation in an on-call rotation. The position handles sensitive information, including protected health and personally identifiable information, and requires compliance with applicable laws, regulations, organizational policies, and compliance expectations. The Senior Client Support Specialist serves as a subject matter expert and tier-two escalation point, helps maintain support queues, responds to requests within service-level guidelines, and documents outcomes and resolutions. The role supports platform access, data, alerts, notifications, migrations, patient consent, requests for information, onboarding, reporting, system upgrades, and technical projects. It also assists with interface and tool testing and validation and provides tier-one internal helpdesk support, escalating tier-two issues as needed.

Requirements

At least 4 years of experience in technical customer service.
Experience in operational support of health information technologies, customer service, and healthcare.
High school diploma or GED.
Working knowledge of helpdesk processes and procedures.
Strong working knowledge of basic computing hardware, including laptops and desktop computers.
Strong working knowledge of Microsoft Windows and Microsoft Office/Office 365.
Strong analytical and organizational skills.
Excellent written and oral communication skills.
Strong attention to detail.
Ability to build and maintain respectful, professional, and productive relationships with internal and external stakeholders.
Ability to manage competing priorities in a complex and dynamic environment.
Advanced knowledge of Microsoft Word, Excel, and customer relationship management (CRM) software.
Knowledge of HL7 v2.x, HL7 v3.x, C-CDA, web services relating to XDS.b and XCA standards and protocols, and IHE.
Knowledge of basic database structures.
Ability to work effectively in a team environment and maintain strong working relationships with internal and external stakeholders.
Knowledge of clinical code sets such as LOINC, CPT, ICD-9/ICD-10, and RxNorm.
Advanced skills in understanding data workflows within systems and diagnosing root causes or points of failure.
Knowledge and experience with desktop, laptop, telephone, and video technology capabilities.
Understanding of how Okta or other multi-factor authentication tools operate.
Advanced knowledge of Microsoft Office, including Word, Excel, and PowerPoint.
Knowledge of Microsoft Teams.
Strong working knowledge of Health Data Hub (HDH), Mirth Connect, and Connexion.
Ability to comply with applicable laws, regulations, organizational policies, and compliance expectations when handling sensitive information.

Nice To Haves

Entry-level technical certification, such as A+ or a Microsoft certification.
Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

Responsibilities

Serve as a subject matter expert in assigned areas.
Collaborate with the Manager, Client Support on developing and revising training plans for Client Support Specialists.
Review patient queues for errors and reprocess files as needed.
Mentor Client Support Specialists and assist with new-hire onboarding and on-the-job training.
Serve as a tier-two escalation point for complex tickets and questions, investigating issues and coordinating support from other Contexture teams as needed.
Distribute outage notifications to participating organizations.
Troubleshoot data and technical issues related to platform access.
Manage users in the appropriate environment.
Maintain effective working relationships with participants.
Document support outcomes in the ticketing system.
Manage patient consent status in appropriate platforms.
Process patient-submitted Requests for Information (ROIs).
Troubleshoot alert, notification, and migration issues.
Respond to support requests by email, ticketing system, or phone within SLA guidelines.
Provide and distribute regular reports to internal and external customers and produce ad-hoc reports as requested or needed.
Monitor and maintain the support queue efficiently.
Identify and escalate situations requiring urgent attention.
Stay current with system information, changes, and updates.
Provide after-hours support through an on-call rotation.
Evaluate and research issues and determine appropriate responses.
Track and route problems and requests and document resolutions.
Participate in the design and review of critical technology projects within the scope of the role and team, and influence those projects.
Apply knowledge of interface specifications and HL7 messages and CCDA documents to implementation projects.
Support participants in collaboration with technical resources during system changes.
Assist with testing and validation of interfaces and tools developed by Contexture or its vendors.
Manage competing projects and initiatives, using timely decision-making and creative problem-solving in demanding situations.
Support ongoing system maintenance and validate system upgrades.
Provide tier-one internal helpdesk support to Contexture employees and escalate tier-two issues as needed.
Perform other related duties as assigned.