Software Support Specialist - Remote

Overview

We are seeking a highly motivated and skilled healthcare Software Support Specialist with a focus on Electronic Medical Record (EMR) software to work remotely. The successful candidate will be responsible for providing technical support, troubleshooting, and customer service to clients using our EMR software from their home office. The candidate will serve as a resource to the operations team and work with management to carry out the organization’s Vision and Mission ensuring clinical and financial success. The Software Support Specialist must both be empathetic to the customer’s needs, responding with the appropriate level of urgency, and recognize where additional products, services or support may benefit them and the organization.
Duties and Responsibilities

• Provide technical support and assistance to clients using our EMR software remotely
• Directly interact with end users via phone, email, or ticketing system to resolve issues and assist in identifying learning/training opportunity and drive education with state leaders
• Sets up new users in all appropriate software systems, and removes access for terminations
• Collaborate with other Support Specialists, clinical team, and QA analysts to identify and resolve complex issues
• Participates in the rollout of the software solutions to locations as directed to ensure successful integration
• Embraces the software solution and seeks input from others to ensure effective operational work flow tasks are chosen and implemented
• Participate in software testing and bug reporting to ensure the quality of the EMR software
• Advises management regarding misuse of the software solutions which might impede the reporting of key information
• Adheres to internal standards, policies, and procedures.
• Release Note Preparation
• Perform testing for new enhancements within the software
• Run weekly reports that need to be distributed to departments
• Update and maintain technical documentation, work instruction and process with new functionality
• Stay up-to-date with the latest healthcare industry trends and technologies, as well as updates to our EMR software

Minimum Qualifications

• Education
• High school diploma or a general equivalency degree (GED)
• Note: Sufficient and relevant work experience may be considered in lieu of the educational requirements

• Experience
  • Knowledge of healthcare industry standards and regulations, such as HIPAA
  • Strong technical knowledge of Electronic Medical Record (EMR) software and related technologies
  • Excellent customer service skills with the ability to explain technical concepts to non-technical users
  • Ability to work independently and collaboratively in a remote team environment
  • Excellent researching and troubleshooting skills
  • Two years of experience supporting end users in a help desk or CSR role
  • Familiarity with software testing and bug reporting
  • Demonstrates competence in writing detailed functional end user specifications, for use by both technical and non-technical users that describe business functionality, end-user interfaces, data integration, business-rule processing logic and data communication implementation.

Preferred Qualifications

Qualifications also include:

• Specialized knowledge
• Knowledge of SQL and database management systems
• Experience with Microsoft Office, particularly Excel and Word
• eFax services

• Knowledge of remote connectivity software
• Health Care and Billing Knowledge are a plus
• Experience with project management methodologies, tools and techniques
  

• Skills

• Understands a wide variety of software applications and how they interact to provide a complete service to its customers and meet business requirements

• Abilities
• Ability to ascertain when a software application or environment has a problem, issue, or fault.
• Ability to create, read, analyze and interpret technical/software procedures

• Excellent verbal/written communication skills, strong attention to detail
• Ability to analyze and solve problems, thinks outside of the box and grasps key technical concepts
  

• Other characteristics such as personal characteristics

• Strong team player who can work across multiple functions and disciplines
Provide quick and timely updates to work tickets or software issues if needed

Physical Demands

• Physical demands with activity or condition for a considerable amount of time include sitting and typing/keyboarding using a computer (e.g., keyboard, mouse, and monitor)
• Physical demands with activity or condition may include occasional to rare amount of time include walking, bending, reaching, standing, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

TRAVEL

• Need to be flexible and travel as needed by company demands.