App Support Analyst-PPS – 3257 job vacancy in Sharp Healthcare – Jobs in California

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Job Details
Company Name :
Sharp Healthcare
Company Location :
San Diego, CA
Job Position :
App Support Analyst-PPS – 3257
Job Category :
Jobs in California

Job Description :
[Bachelor’s Degree
Shift Start Time: 8 AM
Shift End Time: 5 PM
Additional Shift Information:
Weekend Requirements: As Needed
On-Call Required: No

What You Will Do
Working under the direction of the Lead, Application Support Analyst, this position is responsible for implementation, application, and interface support for SCMG’s Physician Practice solutions and end users.

Required Qualifications

Bachelor’s Degree in healthcare, information systems, or related field. Relevant experience in excess of two (2) years or appropriate certifications may be substituted.
2 Years experience with technology solutions (customer service/help desk support, hardware installation, programming, interfaces, databases, and/or report writing).
Knowledge of and experience with healthcare information systems (either business or clinical or both).

Preferred Qualifications

Ambulatory healthcare business knowledge and experience with practice management and/or electronic health records.

Other Qualification Requirements

Appropriate industry-standard technology certifications preferred (Microsoft, CompTIA, ITIL, HDI, Six Sigma or Lean).

Essential Functions

Application support Support SCMG software implementation teams with application user setup and security configuration. Provide assistance with dictionary initializations and updates as required. Provide customer service support for end users by answering telephone support calls; perform both first-call resolutions and follow up call resolutions; escalate unresolved issues to appropriate staff; coordinate customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction and productivity. Evaluate all incoming calls for the possibility of immediate first call resolution or need for escalation and utilize the call-tracking software to comprehensively document resolved calls or assign and escalate tickets to the appropriate Application or Technical Analyst.

If not already proficient with supported applications, candidate will be required to obtain proficiency in the current versions of the products. Training to be provided by SCMG if necessary.
Independently research and resolve application issues.
Perform application support and conduct customer service performance improvement projects.
Research ways to improve existing customer service offerings and tools.
Ensure that all requests are completed in a timely and appropriate manner. Monitor ticket aging processes to ensure customer requests are being addressed in a timely manner.
Provide physician practices, implementation teams, and supervisor with timely updates on issues.
Provision user accounts for new practices and service additional account requests from existing practices. Account provisioning includes creating new user accounts, modifying existing accounts, and disabling user accounts, in accordance with established security policies and contractual requirements. Perform ongoing account maintenance and enact the appropriate remedy to the user’s profile. Advanced Application / User Support: Perform daily checks of SCMG servers, networks, print and fax queues, and application traffic to monitor their operational status to ensure proper functioning. Resolve or escalate to the appropriate resources when issues or abnormalities are encountered. Resolve patient record duplicates by verifying the patients’ information in Sharp HealthCare’s Patient Registration application, making corrections to the patient record in the Allscripts Practice Management (PM) application, and using the EHR Merge tool to merge the multiple patients’ records while maintaining the accuracy and integrity of the patient record. Provide training on SCMG software and hardware via remote control or over-the-phone. Maintain ongoing communication with practices and staff to identify ongoing user challenges and incorporate these issues into training initiatives. Conduct outreach and Support Desk introductory training to orient the new practices on the roles and responsibilities of the Support Desk and how to best utilize it. Build and maintain relationships with outside vendors, such as Allscripts and Dell, for the direct submission and escalation of tickets as appropriate. Proactively identify, research, and lead project initiatives to improve Support Desk processes, standards, and methodologies.
Documentation and change management Create and maintain concise, clear, and complete documentation such that features and functionality are well documented and communicated. Documentation allows for the continuation of functions by other technical staff when the assigned primary resource is unavailable. Documentation is kept up-to-date and is readily available. Continuously contribute to the departmental knowledge base during implementation and support activities. Utilize best practices for change management processes and communication so that the highest levels of system stability and reliability are maintained.
Interface data management support Proactively monitors interface message and error logs, including demographic registration, appointment scheduling, physician order and test result interfaces; researches solutions to data integrity issues; corrects and resubmits erroneous data; works with 3rd-party data providers (i.e. labs, diagnostic service providers) to resolve data problems at the source as necessary. Understands interface engine concepts. Has a basic working knowledge of HL7 messaging formats.
Problem resolution Utilize effective and creative problem solving techniques within standard information systems best practices to develop quality solutions and resolve problems. Notice abnormalities and communicate them right away. Follow standard work practices and work with the team to continuously improve standards.

Knowledge, Skills, and Abilities

Must be able to work effectively with SCMG management, staff, physicians, vendors and contract personnel.
Must be able to communicate clearly, concisely and accurately with people both verbally and in writing.
Must be able to handle multiple tasks simultaneously.
Must be able to both 1) work independently when necessary and also 2) collaborate and cooperate with other team members to achieve needed results.
Must be proficient in MS Office (Word, Excel and Outlook).
Must have a working knowledge of healthcare information security and patient privacy regulations and requirements.
Must have the ability to troubleshoot/problem solve technical issues.
Understanding of quality and performance improvement initiatives (Lean/Six Sigma).

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class

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