Senior Client Support Specialist

SENIOR CLIENT SUPPORT SPECIALIST   Job Code:                                                                         SRCSS Reports To:                                                                      Manager, Client Support Base Location:                                                               AZ or CO Work Status:                                                                   Virtual Office Minimum Starting Monthly Range:                        $5,147 Hiring Range (Monthly Pay):                                    $5,147 – $5,833 Full-time / Part-time                                                    Full-time Exempt / Non-Exempt                                                Non-Exempt Risk Designation:                                                         High Summary The Senior Client Support Specialist is an integral part of the Client Support team.  The Senior Client Support Specialist is responsible for providing helpdesk and technical support for consumers, participants, and internal partners within Contexture’s platforms. The Senior Client Support Specialist will provide mentoring and training of the Client Support Specialists, act as a liaison between different departments within the organization and provide enhanced services to users/participants. This position balances multiple support activities including matters related to both operational and project support.   This position is based in Phoenix Arizona; Denver Colorado; or Grand Junction, Colorado and requires local residency in one of these base locations. Our strategic flexibility allows for local work from home opportunities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   Essential Duties and Responsibilities include the following: - Serve as Subject Matter Expert (SME) in assigned subject area(s). - Collaborates with the Manager, Client Support, to contribute to the development and revision of training plans for Client Support Specialist. - Review patient queue for errors and reprocess files as needed. - Serve as mentor to Client Support Specialists. - Serve as a tier-two escalation point for complex tickets and questions that may require further investigation and/or support from other Contexture teams. - Distribute outage notifications to participating organizations. - Troubleshoot data and manage technical issues related to platform access issues. - Manage user in the appropriate environment. - Assist with onboarding new hires and OTJ Training. - Maintain effective working relationships with participants. - Document support outcomes in the ticketing system. - Manage patient consent status in appropriate platforms. - Process Request for Information (ROIs) submitted by patients. - Troubleshoot alert/notification and migration issues. - Respond to support requests via email, ticketing system, or phone within SLA guidelines. - Provide and distribute regular reports to internal and external customers and produce ad-hoc reports as needed/requested. - Responsible for monitoring and maintaining the support queue efficiently. - Identify and escalate situations requiring urgent attention. - Stay current with system information, changes, and updates. - Provide after-hours support in on-call rotation. - Evaluate, research, and determine best response to issue. - Track and route problems and requests and document resolutions. - Performs other related duties as assigned. - Participates in design, review and influences critical technology projects within scope of role and team. - Knowledgeable about interface specifications and HL7 messages/CCDA documents for implementation projects. - Provides support to participant in collaboration with technical resources for system changes. Assist in testing and validation of interfaces and tools developed by Contexture or its vendors. - Manage competing projects and initiatives while self-managing through difficult and demanding situations with timely decision making and creative problem solving. - Strong ability to understand technical and clinical workflows of health information systems and the industry standards of messaging to current and future Contexture HIE services and products. - Help support ongoing maintenance and validation of system upgrade. - Provide tier 1 internal helpdesk support for contexture employees and escalate tier 2 issues as needed.   Skills - 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. - Entry-level technical certifications such as A+ or Microsoft certifications preferred. - 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 both internal and external stakeholders. - 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, and webservices relating to XDS.b, XCA standards and protocols, and IHE. - Knowledge of basic database structures. - Ability to work effectively in a team environment and build and maintain strong working relationships with both internal and external stakeholders. - Knowledge of clinical codes sets such as LOINC, CPT, ICD9/ICD10, RxNorm, etc. - Advanced skills in understanding data workflows inside of systems and diagnosing root cause or points of failure. - Knowledge of and experience in the capabilities of desktop, laptop, telephone, and video technologies. - Understanding of how Okta or other Multi-factor authentication tools operate. - Advanced knowledge of Microsoft office suite (Word, Excel, and PowerPoint). - Knowledge of Microsoft Teams.   Education/Experience - Minimum of 4+ years’ experience in technical customer service. - Experience in operational support of health information technologies, customer service, and healthcare required. - Strong working knowledge of Health Data Hub (HDH), Mirth Connect and Connexion. - High School Diploma or GED required. - Bachelor's Degree in Information Technology, Computer Science, Business Administration or another related field preferred. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.   The position may  require occasional availability for after-hours work, outside of regularly scheduled hours.   This position is expected to be exposed to, process, or handle sensitive information including but not limited to Protected Health Information (PHI), Personally Identifiable Information (PII), financial information, etc. As such, the holder of this position is expected to comply with all applicable laws, regulations, organizational policies, and compliance expectations.   Physical Demands The physical demands described here are representative of those necessary to perform the essential functions of the role: - Frequent communication and information exchange. - Regular movement within the office to access equipment and materials. - Ability to remain stationary for extended periods (approximately 50% of the time). - Continuous use of computers and office equipment (e.g., keyboard, monitor, printer). - Frequent handling of materials up to 10 lbs; occasional handling up to 30 lbs.   Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.   Note: This job description is not intended to be an exhaustive list of all duties, responsibilities and / or qualifications associated with the job.   Benefits: Contexture provides a comprehensive benefits package. For details, please request a Benefit Summary from our Benefits Department.   The organization is an inclusive Equal Opportunity Employer. We do not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other status protected by law or regulation.   #internalonly and #LI-DNI