Clinical Solutions Service Specialist II
Job Description
The Clinical Solutions Service Specialist II is proficient in clinical applications, such as Electronic Medical Records (EMRs), and supports Private Duty Services (PDS) operations. This position involves provisioning, authentication, access management, and ensuring compliance with healthcare regulations like HIPAA and financial regulations such as SOX. The role demands strong analytical skills, healthcare IT knowledge, and a high level of customer service for internal clinical and administrative teams. This individual must rely on their experience and judgment, as well as pre-established procedures and instructions, to identify, research, and resolve technical problems presented through service tickets.
Essential Job Functions
- Provide advanced technical assistance and support for clinical applications and associated hardware.
- Troubleshoot and resolve or escalate issues.
- Respond to Tier 2 level tickets via email and phone.
- Collaborate with the Clinical Solutions implementation team (Tier 3).
- Work within Service Level Agreements (SLAs).
- Contribute to the success of the iService program.
- Ensure customer satisfaction and follow up by providing the highest level of customer service throughout every interaction with end users.
- Promptly notify management of any potentially “dissatisfied” end users.
- Gain an in-depth understanding of clinical applications and PDS systems used by staff.
- Stay informed on healthcare IT trends, including updates on EMR systems and regulatory changes.
- Contribute to the knowledge base.
Requirements
- 2+ years in a help desk environment or equivalent experience
- 3+ years with EMR systems preferred
- Experience with ticketing systems and troubleshooting software issues
- Knowledge of HIPAA, SOX, privacy, and security
- Customer service and problem-solving skills
- Experience with Netsmart Vision, myUnity, and/or DeVero preferred
- Knowledge of Home Healthcare/Private Duty Nursing industry preferred
- Detail-oriented and professional
- Excellent organizational skills
- Able to communicate effectively with people at all levels of the organization
Education
- Associate or bachelor’s degree in an IT related field or equivalent work experience
Preferences
- ITIL Certification(s) are preferred
Other Skills/Abilities
- Proficient in Microsoft Office 365
- Ability to adhere to confidentiality standards and professional boundaries always
- Quick-thinking and decision-making skills
- Effective problem-solving and conflict resolution
- Ability to handle multiple tasks at one time in a fast-paced office environment, handling multiple demands
- Ability to remain calm and professional in stressful situations
- Attention to detail
- Time management
- Strong commitment to excellence
- Excellent organization and communication skills
Physical Requirements
- Must be able to speak, write, read, and understand English
- Must be able to travel
- Must be able to lift 20 pounds
- Occasional walking, standing, bending, kneeling, reaching, and twisting
- Must be able to sit and climb stairs
- Must have visual and hearing acuity
- Must have strong sense of smell and touch
Environment
- This is a hybrid position, requiring a combination of time at Aveanna HQ and work from home.
- Perform duties while working in office and/or remotely during agency operating hours.
- Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions.
Other Duties
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Aveanna does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with Aveanna.