Associate Support Specialist (Tucson, AZ or Raleigh, NC) Office Based

Essential Functions

• Receives and responds to incoming client request via telephone, web, chat, and email
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues
• Researches, manages and documents issues and documents resolutions while effectively communicating status and partnering with the client
• Maintains high Client Satisfaction (Net Promoter) Scores
• Stays current with product and industry updates and changes
• Identifies need to escalate complex or risk issues to appropriate senior staff
• Continually learns and expands knowledge of Clinisys applications, environments, and systems
• Creates and references knowledgebase articles
• Follows established case management best practices and the Clinisys quality management system and regulatory standards including effective management of Protected Health Information
• On-call / holiday rotation(s) required
• All other duties and responsibilities as assigned

Skills

• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Ability to deal with complex and challenging client issues
• Demonstrated ability to resolve complex customer issues

Required Experience & Education

• High School Diploma
• 0-2 years experience with a technical aptitude in one of these areas :
• Healthcare technology
• Healthcare
• Technology
• Client support

Preferred Experience & Education

• College course work or certification in related field
• Prior experience providing support to customers in highly technical environments
• Technical certifications and / or training : Examples :
• Reading, interpreting, and troubleshooting HL7 messages
• Networking
• Database administration
• Java
• Microsoft technologies
• Productivity tools such as word processing and spreadsheet applications
• Experience supporting enterprise operating systems
• Proficient typing skills

Supervisory Responsibilities

None

Physical Requirements

• Work is performed in a normal office setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer.
• Travel may be required.
• Moderate lifting / carrying 15-44 lbs.; use of fingers; walking / standing 2-6 hours
• Travel to client sites that can pose risks associated with healthcare organization.
• May be required to follow customer location health and safety requirements

Benefits

Our benefits are designed to help you move forward in your career and areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've covered you with our total rewards package.

For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your circumstances.

The starting pay range for a candidate selected for this position is generally within the range of $42,700 to $55,000 for annual base salary.

The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range.

Clinisys Commitment to Equal Opportunity

Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military / veteran status or other characteristics protected by law.

General Guidance :

This job description is meant to provide an accurate depiction of tasks and accountabilities that are most often associated with this role.

While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding or reducing scope of accountabilities and is subject to change at any time.