RCM Application Support Specialist

Overview

Responsibilities

• Ready to work in the Support team.
• Provide immediate response to customer inquiries in accordance with service standards.
• Provide support to current installed based customers.
• Provide the link between our customers and the InterSystems Global Support organization.
• Liaise with customers in order to understand the work processes and requirements that are required to be addressed by the TrakCare application.
• Provide application support for the TrakCare Hospital Management System.
• Support the TrakCare application in a manner that will suit the business requirements of the customer and follow the methodologies and processes of InterSystems.
• Escalate Open (unresolved) problems in accordance with current policies and procedures.
• Conduct individual and group training, product demonstrations and workshops as required.
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
• Be a Subject Matter Expert (SME) for TrakCare.
• Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
• If required, work with our partners to identify potential changes within the parameters of the product.
• Participate in on-site support if required.
• Participate in the on call 24-hour roster service.

Qualifications

• General aptitude for solving problems and using technology to improve processes.
• Understanding and experience in product solutions support.
• Understanding and experience with Hospital Information Systems.
• Proven ability to think laterally and come up with innovative solutions for software product Support.
• Experience working in software not limited to a Developer, Quality Engineer and/or Solutions Architect.
• An ability to handle multiple tasks simultaneously and within tight time constraints.
• Proven ability to work through problems with different customer groups achieving positive outcomes.
• Understanding and experience with Hospital Information, Patient Administration (PAS), Billing, and Revenue cycle management Systems
• Understanding of the importance of Health Informatics standards, reporting requirements and legislative controls

Education And Training

• BS or MS in Computer Science (or equivalent) or business as announced in the vacancy.

About Intersystems

InterSystems.com