at Allscripts Healthcare LLC in Chicago, Illinois, United States
Job Description
Allscripts
Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of todays 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.
Location: REMOTE
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 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 towards the resolution of 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 team (knowledge sharing, training, and mentoring). Lead Support Ticket review meetings.
- Proactive review of open Support Tickets to assess troubleshooting steps, create action plans and provide guidance to team members. Follow up to confirm execution of recommendations
- Create relevant, usable knowledge. Provide final review on Knowledge articles, reports and training. Act as team Knowledge champion assuring Knowledge authoring is effective and adding value to 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 Encounter Submissions within the team
- Collaborate with peers
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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.
