Support I

Company:

Position Summary

The Support I is responsible for modeling the Compassus values of Compassion, Integrity, Excellence, Teamwork, and Innovation and for promoting the Compassus philosophy, using the 6 Pillars of Success as the foundation. S/he is responsible for upholding the Code of Ethical Conduct and for promoting positive working relationships within the company, among all departments, and all external stakeholders. The Support I role plays a pivotal function in ensuring the seamless operation and optimization of the organization's Patient Management Software. Primarily responsible for delivering exceptional end-user support, this role addresses inquiries, resolves technical issues, and provides invaluable assistance in enhancing the overall user experience. The Support I collaborates closely with project teams, serving as a liaison between team members and functional area management. Additionally, this position involves actively contributing to system performance monitoring, overseeing small to intermediate projects, and coordinating the delivery of new enhancements to users.

Position Specific Responsibilities

• Provides responsive and effective end-user support for the organization's Patient Management Software, addressing queries, errors, and problems promptly.
• Responds to inquiries with a meticulous approach, documenting and following through to resolve issues in a timely manner.
• Assists in creating user documentation and maintaining functional training materials, contributing to the knowledge base for end users.
• Conducts training sessions in both classroom and web-based environments.
• Assists in the installation of upgrades to Patient Management Software under the direction of a supervisor.
• Tests enhancements provided by the software vendor to verify correct workflows and process logic.
• Collaborates with the software vendor to address complex problems, working towards effective resolutions for end users.
• Establishes timelines and collaborates with various project teams across departments, ensuring alignment with organizational objectives.
• Acts as a liaison between team members and functional area management, fostering clear communication channels.
• Monitors and reports on the performance of systems, proactively identifying areas for improvement.
• Oversees small and intermediate projects, ensuring timely completion and adherence to project goals.
• Assists in coordinating the delivery of new enhancements to users, ensuring a smooth integration process.
• Performs other duties as assigned.

Education and/or Experience

• Bachelor's degree in related field highly preferred.
• Two (2) to five (5) years of related experience desired. An equivalent combination of education and relevant experience may be considered.
• Experience in health care and clinical billing systems preferred.
• Knowledge plus experience with application support and end user support in vendor applications preferred.

Skills

• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.
• Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from leaders, team members, investors, and external parties. Strong written and verbal communications.
• Other Skills and Abilities: Ability to understand, read, write, and speak English. Articulates and embraces integrated healthcare at home philosophy. Proficiency in Cerner, Desktop, Microsoft Office, LAN, and WAN environments. Must be proficient in Crystal reporting tools. Knowledge of application support.

Physical Demands and Work Environment: The demands of this role necessitate a team member to effectively perform essential functions. Adaptations can be made to accommodate team members with disabilities. Regular standing, walking, and manual dexterity are fundamental, along with the ability to lift and move objects up to 25 pounds. Visual acuity requirements include close and distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. This description provides a general overview and may vary by role and department, capturing the nuanced demands and conditions inherent to positions in our organization.

At Compassus, including all Compassus affiliates, diversity, equity, and inclusion are fundamental to our Pillars of Success. We are committed to creating a fair work environment where our team members feel welcomed, highly valued, and respected. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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