Senior Client Support Specialist

Contexture•Phoenix, AZ

4d•Remote

About The Position

The Senior Client Support Specialist is an integral member of Contexture’s Client Support team, providing helpdesk and technical support to consumers, participants, and internal partners using Contexture platforms. The role mentors and trains Client Support Specialists, serves as a liaison between departments, and provides enhanced support to users and participants. It balances operational and project support activities and is based in Phoenix, Arizona; Denver, Colorado; or Grand Junction, Colorado, with local residency required in one of these locations. Local work-from-home opportunities are available.

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 computer 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 and 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, dynamic environment and work effectively in a team.
Advanced knowledge of Microsoft Word, Excel, and customer relationship management (CRM) software; advanced Microsoft Office suite skills including PowerPoint are also specified.
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 and clinical code sets such as LOINC, CPT, ICD-9/ICD-10, and RxNorm.
Advanced ability to understand data workflows and diagnose root causes or points of failure.
Knowledge of desktop, laptop, telephone, and video technology capabilities.
Understanding of how Okta or other multi-factor authentication tools operate.
Strong working knowledge of Health Data Hub (HDH), Mirth Connect, and Connexion.
Ability to comply with applicable requirements for handling sensitive information, including PHI, PII, and financial information.

Nice To Haves

Entry-level technical certifications such as A+ or Microsoft certifications.
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 onboarding and on-the-job training for new hires.
Serve as a tier-two escalation point for complex tickets and questions, investigating issues and coordinating support from other Contexture teams.
Distribute outage notifications to participating organizations.
Troubleshoot data, platform access, alerts, notifications, and migration issues.
Manage users in the appropriate environment and manage patient consent status in applicable platforms.
Process patient Requests for Information (ROIs).
Maintain effective working relationships with participants.
Document support outcomes and resolutions in the ticketing system.
Respond to support requests by email, ticketing system, or phone within SLA guidelines.
Provide regular reports to internal and external customers and prepare ad hoc reports as needed.
Monitor and maintain the support queue efficiently, identify urgent situations, and escalate them.
Stay current with system information, changes, and updates.
Provide after-hours support as part of an on-call rotation.
Evaluate and research issues, determine appropriate responses, and track and route problems and requests.
Participate in the design and review of critical technology projects and influence them within the scope of the role and team.
Use knowledge of interface specifications and HL7 messages/CCDA documents to support implementation projects.
Support participants through system changes in collaboration with technical resources.
Assist with testing and validation of interfaces and tools developed by Contexture or its vendors.
Manage competing projects and initiatives, make timely decisions, and solve problems creatively in demanding situations.
Support ongoing maintenance and validation of system upgrades.
Provide tier-one internal helpdesk support to Contexture employees and escalate tier-two issues as needed.
Perform other related duties as assigned.