Client Support Analyst

Key Responsibilities
Proactively communicates with clients and internal team members to resolve production support issues as identified within the tier 2 production support inbox.
Assists support teams and clients with IHIE systems and applications by configuring delivery rules, new report types, provider files, and services in DOCS4DOCS, IHIE's application for clinical results delivery.
Through teamwork, supports clients by providing data subject matter expertise via client conference calls and email.
Reviews HL7 messages against the IHIE HL7 message specification using a suite of message analysis tools. Provides detailed analysis for the client to edit the messages so it meets IHIE specification.
Monitors data flowing into and out of IHIE systems for any issues including structural data problems, data quality, message exceptions, and application display problems.
Troubleshoots message and data issues. Performs root cause analysis for issue resolution, documents identified issues, reports problems to the appropriate team, and tracks issues through to resolution. Communicates resolution to client as needed.
Responds to tier 2 support requests and assists teammates as needed.
Participates in 24x7 tier 2 on-call rotation.
Helps to create/update troubleshooting materials as needed.

Skills, Knowledge and Expertise
IHIE Attributes:
Adaptability and flexibility in a rapidly changing environment
Self-starter and self-motivated
Ambitious spirit – brings fresh ideas to the table and finds creative solutions to problems
Positive attitude with outstanding communication and listening skills
Education:
Bachelor’s degree or relevant experience highly preferred
Skills and Experience:
Strong analytical skills
Customer-centric approach to work
Excellent verbal and written communications skills
Ability to “think outside the box” and solve problems independently
Detail-oriented, with excellent organizational skills
Adaptable and responsive in a rapidly changing, process-improvement focused environment
Ability to effectively interact with technical and non-technical peers on solutions and issues
Basic understanding of SQL, including the ability to manipulate simple queries
Experience in healthcare, electronic health/medical records, or with databases highly preferred

Preferred:
Experience with HL7 message protocol helpful but not required
Experience working directly with customers and/or vendors preferred
Basic experience/understanding with any of the following helpful but not required: XML data, regular expression, programming experience