GENERAL SUMMARY OF DUTIES:
Provide support for application issues identified internally and/or by external vendors. Monitor automated processes to insure successful completion. Provide problem analysis, problem solving, and problem resolution in addition to technical application support. Duties include the creation of ad hoc reports and the implementation of small enhancement requests.
SUPERVISION RECEIVED: INFORMATION SYSTEMS SUPERVISOR
SUPERVISION EXERCISED: AS ASSIGNED
ESSENTIAL FUNCTIONS:
• Recreate, troubleshoot, and resolve internal questions/problems in a professional and timely manner
• Resolve and/or coordinate the resolution of technical issues utilizing resources from multiple departments
• Record and maintain reported questions/problems in an incident tracking system
• Execute and deliver special reports for Internal Medicine
• Download and upload ERA from Nextgen
• Download and upload ERA from McKesson
• Research any missing ERA files
• Execute and release adjustments using the true up utility
• Separate McKesson payments from Nextgen
• Answer phone calls and correct problems
• Work and complete tickets from the IT ticket queue.
• Build all new hires in active directories, as well as all other systems that are needed.
• Reset passwords as needed
• Build new enterprises in Nextgen
• Build new practices in Nextgen
• Research claim rejection reasons
• Release the Nextgen holding tank every morning
• Build all new CPT codes
• Build and maintain contract allowables in Nextgen
• Research and correct mis-applied or missing contract allowables
• Load printers to new hire and floats
• Research HL7 issues with lab interface and Nextgen
• Execute EOM jobs in McKesson and deliver to departments.
• Assist with Callpointe requests, issues, etc.
• Learning and assisting with the phone system
• Learning and assisting in replacing and updating documents on the intranet
• Build and maintain security for the different systems
• Send reports through Z-vision when they are accidently faxed to medical records
• Delete exams for MRI for Elizabeth in Z-vision.
• PACS export Dicom Anonymized Exams (when a physician needs images from pacs sent to a particular group of people but doesn’t want to have any HIPAA info on it, we have to anonymize it).
• Develop and run reports as needed
• Communicate effectively internally and with external vendors
• Manage a workload of technical support issues on a timely basis
• Provide written and/or verbal statuses internally and with external vendors on a timely basis
• Create documentation for internal processes
• Ability to work independently without direct supervision
• All other duties as assigned
QUALIFICATIONS:
• Customer Service and/or Help Desk experience
• Experience with incident tracking systems
• Demonstrates investigative and diagnostic skills
• Experience troubleshooting custom code
• Knowledge of HIPAA Privacy and Security Rules
• Experience with data conversions
• Ability to handle confidential information
• Detail oriented including a well-organized system for handling work load
• Ability to prioritize and handle multiple tasks
• Ability to work longer hours and later shifts as needed to get the job done
PHYSICAL REQUIREMENTS:
• Frequent intermittent sitting
• Occasional intermittent walking
• Rarely squat, kneel, climb, balance, stoop, reach, bend
• Ability to lift up to 30-40 lbs
• Keyboarding
• Reliable transportation
• Ability to travel to remote sites within 60 mile radius
EDUCATION AND EXPERIENCE:
• Bachelor’s degree in a related field preferred
• 5+ years of support (and/or implementation) related work experience preferred
• Healthcare and Insurance industry knowledge preferred