Regional It Liaison

MUST HAVE:

• Healthcare industry experience
• IT connectivity/Help Desk work for a strategic group of clients
• Escalation point of contact and escalation resolution coordination
• Strategic account relationship/partnering
• Experience conducting/facilitating meetings with all members of the organization (up and down)
• Perform as centralized point of contact for all issues within that region; between client operations, client sales, and strategic regional customers

JOB SUMMARY:

The Regional IT Liaison will monitor connectivity support queues, facilitate communication of root cause analysis (RCA), notification of product release changes for strategic customers as identified by Commercial Leadership. This position interacts with Commercial, Customers, Vendors, Client Connectivity functions and Regional Lab representatives to ensure that client connectivity issues for the strategic customers are resolved in a timely manner.

JOB RESPONSIBILITIES:

· Ensures adherence of Service Level Agreements (SLAs) and Service Level Objectives (SLOs) for selected strategic customers

· Proactively monitors strategic customer connectivity on a routine basis, properly identifying issues and trends, working with appropriate resources to complete resolution

· Notifies strategic customers of major connectivity upgrades and issues

· Monitors Connectivity Help Desk support queues on a routine basis for strategic customers to ensure customer satisfaction, working with appropriate support teams for resolution

· Ensures excellent customer service by:

o Taking ownership of escalated issues, maintaining ownership through closure

o Using verbiage that is easily understood by non-technical customers, when appropriate

o Working with internal and external cross-functional teams to identify root cause(s) and apply timely and appropriate resolutions

o Proactively updating management on issues that affect customer satisfaction

o Provides input to management on technological solutions that resolve client connectivity issues

o Produces periodic management reports summarizing connectivity support for the identified strategic accounts.

o Participates in sales proposals and customer meetings as required

o Identifies new approaches or methods to develop solutions for client connectivity issues

o Comply with our clients mission, values and standards

Supervision Exercised:

None

JOB REQUIREMENTS:

Education Preferred:

• Degree (BS/BA) or comparable experience.

Work Experience:

• 3 years of experience in a healthcare laboratory customer connectivity role.

Other:

• Strong commitment to customer service through teamwork
• Demonstrate solid grasp of key technical and process concepts related to all types of client connectivity issues
• A combination of Information Technology, Customer Service and Project Management skills, or equivalent training
• Excellent trouble shooting skills
• Proficient with interface support, general connectivity support and problem resolution procedures.
• Excellent verbal and written communication skills to interact with internal business partners and external clients

Desirable Qualifications

• Eagerness to continuously increase and improve skill set
• Experience in Health Care industry and/or clinical information systems support
• Proficient with multiple LIS platforms
• Solid understanding of support tools, processes, and environment, including call tracking software (i.e. ServiceNow) Quanum™, Interfaces, and HL7

Job Type: Full-time

Salary: $80,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Experience level:

• 5 years

Schedule:

• Monday to Friday

Travel requirement:

• Travel

Application Question(s):

• Do you have at least 5 years of healthcare experience?

Work Location: Remote