Solution Center Specialist

Indiana Health Information Exchange • Remote,

1d • Remote

About The Position

The Solution Center Specialist is a key role at IHIE, providing front line IHIE product support to end users. This role solves tier I and tier II technical questions and triages higher tier helpdesk problems and requests as appropriate. The Solution Center Specialist is the face of IHIE products and services to clients.

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
• High school diploma required
• Customer service experience
• High technical aptitude to quickly learn proprietary systems and applications is a must
• Must be able to type at least 35 WPM
• Intermediate proficiency in the following Microsoft Office products: Excel, Word, and Outlook
• Passion for technology and innovative thinking
• Outstanding communication skills including both verbal and written
• Demonstrated strong listening skills
• Excellent decision making and problem solving skills
• Ability to interpret a variety of instructions quickly
• Positive and professional attitude
• Ability to work under pressure and balance competing demands and multiple priorities

Nice To Haves

• some college coursework or degree preferred
• Some experience or education in healthcare or healthcare information technology (HIT) helpful but not required

Responsibilities

• Answers help desk phone calls and emails.
• Triages technical questions and helpdesk requests to appropriate departments; escalates problems following procedures.
• Troubleshoots IHIE products end user problems, performs some root cause analysis.
• Monitors and investigates issues; follows through to ensure resolution.
• Researches and updates provider data files; enters and reviews accuracy of provider information in proprietary systems and/or spreadsheets.
• Maintains FaxUtility, troubleshoots failed faxes.
• Communicates various statuses (project, system, etc.) to internal and external stakeholders as requested.
• Works on various special projects as assigned by the Solution Center Manager.
• Ability to work after hours on call support.
• Performs customer trainings on applications.
• Assists with client implementations.

Benefits

• medical/dental/vision
• 401(k) matching
• 20 days PTO your first year
• 9 company paid holidays
• very casual work environment and dress code
• a dynamic, fun-loving company culture

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED