at Allscripts Healthcare LLC in Chicago, Illinois, United States
Job Description
Allscripts
Welcome to Veradigm! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Veradigm is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.
***This is a hybrid position in either our Litchfield, IL or Raleigh, NC office.
Support a team of Go-Getters
Veradigm offers provider practices a suite of easy-to-use healthcare provider solutions that help streamline clinical and financial workflows. We then deliver actionable insights to drive improved outcomes, reduce patients out-of-pocket costs, and enhance patient understanding of their disease state and medication therapy.
Our healthcare provider solutions help practices to:
- Reduce the administrative burden associated with ever-changing regulatory and reimbursement requirements
- Improve practice financial performance and take advantage of the benefits of health information technology innovations
- Enhance patient satisfaction by reducing high costs and long wait times common to many prescriptions
- Get patients all their specialty medications faster and more easily
Are you the right fit?
Are you passionate about customer service? Are you an avid problem solver? Are you typically considered a life-long learner? Are you looking for an environment where you can grow?
Job Summary
Provides product application support to end users via the telephone and email communication. Assesses nature of product issues and resolves support problems through independent judgment and advanced troubleshooting skills.
What you will contribute:
- Diagnoses and resolves product application questions or problems over the telephone/through email in the areas of product functionality, system configuration/setup and bugs/enhancements.
- Tracks and documents inbound support requests and ensures proper notation of user problems or issues
- Maintains a log (in Salesforce SFDC) of issues and conveys user feedback regarding issues and collaborates with product development staff, via case escalation processes, to improve on current design or to identify possible problems with design
- Searches for known issues and product information in the Knowledge Base to speed problem resolutions; Ensures case documentation is accurate, complete, clear and consistent with Support policy
- Works directly with end-users requiring basic product knowledge and basic troubleshooting skills
- Reproduces client issues to identify root cause and provides data to the appropriate resources for analysis
- Responds to, works and closes cases within established timelines and SOP's; Communicates accurate expectations to the end-users.
- Works directly with mentor on skill development to build towards independence
- Knows when to escalate to the next tier level
- Participates in quality processes
The ideal candidate will have:
PI238047254
Allscripts is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.
