Client Support Analyst II - Clinical - MEDITECH - HCA (Nashville, Tennessee) in Nashville, Tennessee For Sale

JOB SUMMARY The Clinical Client Support Analyst II is primarily responsible for providing support within the Line of Business to all HCA, CHS, Lifepoint, Capella and non-affiliated hospitals and HCA&#xxxxx;s corporate office, division offices or other entities. This support includes triaging, prioritizing, researching and resolving simple to complex customer incidents or service requests which; if left unresolved, could affect patient care or revenue. Acts as a project representative for their group on designated projects. Contributing to the creation of project documentation, self help knowledge base entries and the development of support related procedures. They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments while supporting our applications. Building strong relationships within IT&S by working across organization boundaries to resolve client reported issues. Communicates knowledge, educates, instructs and assists clients and team members as needed with problem solving. They will be required to continually expand knowledge of current and upcoming products within the designated specialties. The Clinical Client Support Analyst II provides support during and after normal business hours (nights, weekends & holidays) as required. MAJOR RESPONSIBILITIES % of Time and Description 75% • Answers Client Support Services telephone calls, documents all customer inquiries and resolutions received via phone calls, mailboxes or other alternative streams of input in order to identify, diagnose, and initiate research necessary to resolve customer issues in a timely manner. • Creates a positive client support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude. • Educates and trains clients one-on-one as needed to resolve requests. Expands current and upcoming product knowledge within the specialty. Trusted for applications, technical, business or operational knowledge. • Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards. • Contributes to self-help knowledge base entries and documents typical requests, resolutions and work-around procedures. • Participates in problem efforts between departments, divisions, vendors and IT&S resources. • Actively works to ensure IT&S Service Level Agreements are met. • Actively participates in and manages incident communication needs and expectations for customers and stakeholders. • Identifies and analyzes trends in requests related to the Line of Business or specialty. Provides feedback from analysis to internal departments, clients, relationship consultant and the manager for the specialty. 5% • Provides after-hours and on-call support as required. 20% • Participates in IT&S and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc.
Click here for more info: https://hca.taleo.net/careersection/0hca/jobdetail.ftl?job=xxxx7-xxxx1&lang=en