Ticket tracking with Jira; Confluence Wiki; Microsoft Office
College Degree or Technical Degree Required
Customer support for service-related issues
Customer communication for product changes
Customer contact database management
Documentation for customer facing and internal issues
Support and supplement quality assurance processes
HIPAA and HITECH compliance
Health Monitoring Systems is seeking candidates for a customer support specialist role. This position is responsible for working with end users and ensuring successful customer experience. The customer support specialist tracks customer issues, communicates changes in the EpiCenter service, and manages regular status meetings. EpiCenter is software-as-a-service (SaaS) provided to public health departments to monitor healthcare-related data throughout the United States. EpiCenter is the largest system in the country that collects real-time HL7 healthcare data, storing billions of records from thousands of providers.
This support position demands candidates who are capable of mastering technology. EpiCenter is developed by Health Monitoring Systems and involves multi-domain expertise. This expertise is distributed throughout team members who are leaders in the field. The position will need to discuss customer questions and issues with domain experts and be able to accurately and succinctly convey status.
The position is responsible for:
Managing the customer ticketing process
Tracking issues to successful resolution and acceptance
Maintaining routine status reports
Since Health Monitoring Systems works with healthcare data, our systems conform to a company Information Security Plan that implements HIPAA and HITECH. Adhering to these standards and working with our processes is an important responsibility of this position.
A successful candidate for this position will be detail-oriented, possess excellent communication skills, demonstrate interest in technology, and desire to help customers meet their objectives.
At Health Monitoring Systems (HMS), our goal is to provide Public Health officials with the tools that enhance their ability to safeguard the health of the communities they serve.
Our Community Health Surveillance service, EpiCenter analyzes healthcare data in real time using a software-as-a-service approach. Over 700 health departments, ambulatory and urgent care facilities, and hospitals nationwide utilize EpiCenter.