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Healthcare Software Support Specialist

2 months ago

St Louis, Missouri, United States EndoSoft Full time

Position Overview: The Healthcare Software Support Specialist is integral to fostering and sustaining client relationships for EndoSoft solutions. This role involves collaborating with clinical personnel and IT departments to optimize workflows utilizing EndoSoft applications and ensuring seamless integration with various electronic health systems.

Key Responsibilities:

  • Address client inquiries regarding software functionality and troubleshoot software and operational issues.
  • Deliver comprehensive training to clients on software utilization.
  • Collaborate with the client relations team to enhance customer satisfaction by proactively reaching out to clients to assess software performance and overall satisfaction.
  • Engage with sales teams or operate independently to promote additional services to existing clients within the designated territory.
  • Coordinate efforts with help desk, network services, and other IT departments.
  • Facilitate training, on-site implementation, and support throughout project phases for assigned territories.
  • Conduct post-implementation evaluations and follow-ups to ensure client satisfaction and effective application use.
  • Assist and resolve client requests related to EndoSoft applications as designated.
  • Create, update, and resolve ERP tickets for clients within your territory.
  • Participate in testing, implementing, and maintaining EndoSoft applications.
  • Evaluate client needs based on established workflows, skill levels, and specialties.
  • Manage multiple projects simultaneously while adhering to deadlines.
  • Develop in-depth knowledge of EndoSoft applications.
  • Provide constructive feedback to management regarding application enhancements and improvement suggestions.
  • Support the sales team with demonstrations and product presentations.
  • Maintain effective working relationships with users, supervisors, and departmental staff.
  • Collaborate with other departments to address customer concerns or complaints, including but not limited to Sales, Support, and Product.
  • Uphold a professional image of the EndoSoft Application Support Department.
  • Exhibit professional communication skills via phone and email.
  • Deliver exceptional customer service, demonstrating high energy and enthusiasm to clients.
  • Fulfill on-call responsibilities as assigned, addressing EndoSoft user issues outside of regular hours.
  • Perform other duties as assigned.

Competencies:

  • Ability to maintain confidentiality and collaborate effectively with others.
  • Capacity to thrive in a fast-paced, multi-tasking environment.
  • Strong organizational and analytical skills.
  • Excellent communication skills, including listening, writing, speaking, and virtual presentation abilities.
  • Ability to identify and resolve issues efficiently.
  • Exceptional group training and instructional capabilities.
  • Attention to detail and patience in overcoming challenges.
  • Customer-focused mindset.
  • Technical proficiency.
  • Responsive to customer needs and solicits feedback for service improvement.
  • Proficient in data analysis.
  • Adaptability to change.
  • Proficiency in Spanish or other languages is advantageous.
  • Dynamic problem-solving skills in a fast-paced environment.

Supervisory Responsibilities: This position does not entail supervisory duties.

Work Environment & Physical Demands: This is a remote position requiring a home office setup, with the ability to travel to client locations. Employees are expected to maintain a safe and secure home workspace, ensuring the protection of proprietary company and client information. This role involves regular use of standard office equipment such as computers, phones, and photocopiers. Physical demands include:

  • Regularly standing, sitting, talking, hearing, and using hands for computer and telephone operations.
  • Occasional climbing, balancing, crouching, or crawling.
  • Frequent lifting or moving up to 10 pounds and occasionally up to 25 pounds.
  • Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and focus adjustment.

Position Type/Expected Hours of Work: This is a full-time exempt position, generally working Monday through Friday, with on-call duties as assigned.

Travel: Ability to travel up to 80% domestically and internationally for client installations, upgrades, implementations, and training.

Job Qualifications:

  • Bachelor's degree in Computer Science, Healthcare Informatics, or a related field.
  • Experience in client software support, software training, or healthcare is preferred.
  • Familiarity with the healthcare industry, particularly healthcare software (EHR/EMR), hospital, ASC, and physician office workflows.
  • Knowledge of CRM/ERP systems, Hospital Information Systems (HIS), Physician Practice Management systems, project management software, and Microsoft Office.
  • Valid driver's license.

Other Duties: This job description is not exhaustive and may be subject to change at any time.