Support Analyst Job at Henry Ford Health, Jackson, MI

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Job Description

The Support Analyst provides quality first and second level support to our customers and manages escalations to application partners. Assistance may be required during upgrades and large implementations.


PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Provide technical support for installation, problem tracking, analysis, and resolution.
  • Coordinate with both internal and external resources for timely problem resolution.
  • Update and maintain documentation related to the Electronic Health Record
  • Frequent interaction with customers and functional peer groups at management levels.
  • Proactively contacts customers with a scripted message during critical issues and downtimes.
  • Communicates with customers and functional peer groups thru email, newsletters, and verbally.
  • Maintains and publishes logs of known problems.
  • Participates in education sessions.
  • Participates on an on-call rotation that extends to off-shift hours.
  • Build skills with the Electronic Health Record and ancillary applications
  • Assists during upgrades and large implementations.
  • Tasks and other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  • Minimum Education
    • High School Diploma or equivalent
  • Minimum Work Experience
    • Requires 2 years of customer service experience.
  • Required Skills, Knowledge, and Abilities
    • Must have strong interpersonal skills and be able to remain calm and professional in a highly stressful situation.
    • Must be able to work independently, and as part of a highly functioning team.
    • Physically capable of sitting at a work center and utilizing a computer for long periods of time.
    • Movement required to various locations for the purpose of meetings and presentations.
    • Must be able to stand, walk, stoop, bend, and lift to 25 pounds.
  • Preferred Qualifications
    • Associate Degree with a focus on information technology, medical office billing, or medical assistant education is preferred, but not required

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a

$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites

including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and

other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system

now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one

of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the

health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s

major academic medical centers, receiving between $90-$100 million in annual research funding and

remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical

education and training, the health system has trained nearly 40% of physicians currently practicing

in the state and also provides education and training for other health professionals including nurses,

pharmacists, radiology and respiratory technicians. visit HenryFord.com.

Benefits

Whether it's offering a new medical option, helping you make healthier lifestyle choices or

making the employee enrollment selection experience easier, it's all about choice. Henry

Ford Health has a new approach for its employee benefits program - My Choice

Rewards. My Choice Rewards is a program as diverse as the people it serves. There are

dozens of options for all of our employees including compensation, benefits, work/life balance

and learning - options that enhance your career and add value to your personal life. As an

employee you are provided access to Retirement Programs, an Employee Assistance Program

(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.

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