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Expert Product Advisor

3 months ago

Atlanta, Georgia, United States Allscripts Full time

Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today's healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people.

Job Summary:

Interfaces with customers, team members, and other departments to guide and facilitate the day-to-day support and operations to Veradigm customers in diagnosing, troubleshooting, and debugging enterprise-level highly-sophisticated software and computer systems. Actively engages and serves as a mentor and trainer on issues requiring complex analysis and troubleshooting to expedite resolution of customer issues. Participates in the resolution of escalations, highly-complex issues, and issues with potential for high customer impact. Identifies areas for improvement that will aid the team and our customers in supporting our solutions. Champions supportability issues by working with other departments and team members in the identification of product limitations, providing documentation, specific actions, and results regarding future change or enhancement requests. Establishes and maintains open lines of communication with customers, support leadership, and peers to foster the attainment of business, department, and team goals. Provides status updates, feedback, and suggestions for improvement to team members and Support Leadership. Perform the responsibilities of the role on more than one product.

What you will contribute:

  • Take an active role in resolving escalations for highly complex, high-impact issues.
  • Inform Support leadership team of the priority issues you are actively engaged in.
  • Manage escalations and supportability issues with Development and other departments
  • Actively participate in ticket review meetings and other defect/enhancement prioritization efforts
  • Analyze root cause, quantify impact to support, create and offer options for solution
  • Provide assistance with Support Tickets to the team (knowledge sharing, training, and mentoring). Lead Support Ticket review meetings.
  • Proactively review open Support Tickets to assess troubleshooting steps, create action plans, and provide guidance to team members. Follow up to confirm the execution of recommendations
  • Create relevant, usable knowledge. Provide a final review of Knowledge articles, reports, and training. Act as the team's Knowledge champion assuring Knowledge authoring is effective and adds value to the team and customers
  • Participate in release reviews. Review release documentation and training for supportability
  • Communicate product updates, new or changing features, and customer impact issues to the team
  • Distribute and discuss new product issues and updates. Partner with Client Engagement to proactively notify customers of critical software problems and solutions
  • Remain the expert for the solution, for one or more products, as the product evolves and share the expertise with the team
  • Collaborate with peers and support leadership to discuss activities, strategies, initiatives, and opportunities that support team and business goals. Recommend suggestions for team and department improvement
  • Take an active role on the Tiger Team for customer Implementations.

The ideal candidate will have:

  • Bachelor's Degree or equivalent Technical / Business experience Required
  • 7+ years relevant work experience; 2-3 years at the Senior level or equivalent experience Preferred
  • Experience with Payor/Health-Plan operations and Provider EHR Required
  • Experience with Healthcare regulations, policies, management care plans, and billing Preferred
  • Experience in writing SQL Queries in collecting, analyzing trends for performing ad-hoc analysis Required
  • Intermediate understanding of information data exchange between software systems through XML, Json, and API interfaces Required
  • Outstanding communication and documentation skills to relay detailed technical information to non-technical stakeholders and excellent collaboration skills between cross-functional teams.
  • Experience with issue tracking tools such as Jira, TFS Required.
  • Experience with Documents management software such as Confluence, SharePoint Preferred
  • Experience in working with real-time data processing and generating meaningful reports such as PowerBI, tableau Preferred
  • Prior experience with onboarding and implementation activities of new clients/programs Preferred
  • Intermediate knowledge and understanding of cloud computing concepts and principles from business and technical perspective Preferred

Enhancing Lives and Building Careers

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network . Interested in learning more?

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We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.

Visa Sponsorship is not offered for this position.

At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company-paid life insurance, and retirement savings.

Veradigm's policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

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