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Clinical Analyst - Boston, United States - EndoSoft
3 weeks ago
Description
The Field Service Engineer plays a key role in building and maintaining the client relationships of EndoSoft solutions. The Field Service Engineer will work with clinical staff and IT to determine ideal workflow using EndoSoft applications and seamless integration with other electronic health systems. They will support Endosoft's software systems, provides troubleshooting, technical assistance and training to software users. As well as, being the principle contact for customers in assigned territory.
JOB ACCOUNTABILITIES:
· Responds to client inquiries concerning software operation and troubleshoot system software and operator problems.
· Provide training to clients on use of software.
· Work with client relations team to ensure customer satisfaction by pro-actively contacting customers to inquire on software performance and customer satisfaction.
· Work with sales staff or independently to upsell existing clients in assigned territory.
· Coordinates activities with help desk, network services, or other information systems groups.
· Provide training, on-site implementation and support prior, during and after Projects for assigned territories.
· Post-implementation analysis and follow-up to assure client satisfaction and proper utilization of the application.
· Support and resolve client requests related to EndoSoft applications as assigned.
· Create, update and close ERP tickets for clients within your territory.
· Assist in testing, implementing, and maintaining Endosoft applications.
· Assess client needs based on their established workflow, skill levels and specialties.
· Work on multiple projects, concurrently, and meet deadlines.
· Develop expert knowledge of EndoSoft applications.
· Provide feedback to supervisors and other management personnel regarding application enhancements and suggestions for improvement.
· Assist sales team with Demo and product presentations
· Maintain an effective working relationship with the user community, supervisor, and other department staff members.
· Work with other departments as needed to find solutions to customer concern or complaints, including but not limited to Sales, Support, and Product
· Present and maintain a professional image of the EndoSoft Application Support Department.
· Professional phone and e-mail etiquette.
· Maintain excellent customer service, high level of energy and enthusiasm to clients.
· On-call duties as assigned, relating to EndoSoft user issues after hours', weekends, and holidays.
· Other duties as assigned
COMPETENCIES:
· Ability to maintain confidentiality and interact and collaborate effectively with others.
· Ability to work in a multi-task high-stress environment.
· Strong organizational and problem-solving skills.
· Excellent listening, writing, speaking and videoconference presentation skills
· Speaks clearly and persuasively in positive or negative situations
· Identify and resolve problems quickly and efficiently
· Excellent group training/instruction skills.
· Exhibits high attention to detail
· Exhibits patience and persistence in the face of obstacles
· Customer/Client Focus
· Technical Capacity
· Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance
· Gathers and analyzes data skillfully
· Adapts well to change
· Spanish or other languages a plus
· Dynamic thinking in fast-paced environment
SUPERVISORY RESPONSIBILITY:
This position has no supervisory responsibilities.
WORK ENVIRONMENT & PHYSICAL DEMANDS:
This is a remote position requiring working out of a home office, while being able to travel to client sites. Employees are expected to maintain their home workspace in a safe manner, free from safety hazards. Consistent with the organization's expectations of information security for employees working at the office, remote employees will be expected to ensure the protection of proprietary company and customer information accessible from their home office. Steps include the use of locked file cabinets and desks, regular password maintenance, and any other measures appropriate for the job and the environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The physical demands to successfully perform the essential functions of this job are as follows:
POSITION TYPE/ EXPECTED HOURS OF WORK:
This is a Full-Time Exempt position. Days and hours of work are Generally Monday through Friday, 8:30 a.m. to 5 p.m. An appropriate level of communication about expected hours of work between the remote employee and supervisor will be agreed to as part of the discussion process and will be more formal during the trial period. With on call duties as assigned relating to EndoSoft user issues after hours', weekends, and holidays.
TRAVEL:
Ability to travel up to 60% domestic and international to customer sites for installation, upgrades, implementations, and training.
JOB QUALIFICATIONS:
· Bachelor's degree in Computer Science, Healthcare Informatics, or related field.
· Experience in Client Software Support, Software Training, or Healthcare preferred.
· Working knowledge of the healthcare industry, especially healthcare software (EHR/EMR), Hospital, ASC and physician office workflow
· Familiarity with CRM/ERP system, Hospital Information System (HIS), Physician Practice Management systems, Project management software, and Microsoft Office software.
· Valid Driver's License
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
