Delivery Analyst

Health Information Management Systems LLC (HiMS) - Phoenix, AZ (30+ days ago)5.0


We are seeking to add a Delivery Analyst to our team. The HiMS Delivery Analyst is a key member of the implementation and service teams. The Delivery Analyst serves as primary point of contact for customers in on-going support of HiMS systems. This role works in close collaboration with customers and other members of the service delivery team during the EHR implementation and throughout customer support. In addition to meeting the needs of the customer, The Delivery Analyst identifies ways to improve HiMS software and services, enhancing quality, and continuous process improvement. The ideal candidate must be able to creatively resolve problems while working in a fast-paced environment with regularly changing priorities.

Responsibilities

  • Assist customers in troubleshooting and resolving problems with their HMS software program
  • Responsible for accurate and thorough completion of requirements when service requests; conduct requirements review calls as needed
  • Document solution case test plans; tests solutions cases against defined requirements
  • Support customers and the HiMS service delivery teams in the review and prioritization of service requests
  • Perform software and systems testing against defined requirements, and provides support to customers
  • Host daily meetings and trainings with customers to drive the adoption and utilization of the solutions
  • Regularly monitor Solution Center system to ensure customers are receiving quality support
  • Manages customer expectations and ensures prompt and complete customer service
  • Participate in post go-live review to ensure satisfactory customer experience, as well as identify opportunities for process and service improvements
  • Continually and proactively work towards improving the HiMS experience for the customer, colleagues and company
  • Provide oversight, coordination, and tasks related to end user support, testing, documentation, master file maintenance, and general management of the EHR

Requirements

  • Knowledge and experience with Enterprise Solutioning in the Healthcare Industry
  • Exceptional communication skills, and ability to provide support on technical and business process questions
  • Outstanding telephone etiquette and call documentation
  • Experience working in a team-oriented, collaborative environment. Highly empathetic and driven to provide the best possible experience on every customer interaction
  • Motivated, metrics-driven, self-starter with an excellent work ethic
  • Able to inspire a culture of excellence with peers and leadership
  • Excellent troubleshooting and problem-solving skills
  • Demonstrable experience implementing and supporting EHR solutions to healthcare organizations
  • Excellent writing skills, able to quickly compose clear and concise answers
  • Friendly, patient and professional phone demeanor
  • Strong organization skills and high attention to detail
  • Dependable with the ability to work in a fast-paced environment
  • Work well in either a team setting or independently; capable of producing results without close supervision

Qualifications

  • Proficient in the use of Microsoft Office tools (Excel, Word, PowerPoint, etc.)
  • A background in Health Care Information Technology with demonstrated success.
  • Bachelor’s degree or equivalent experience
  • 3+ years of experience in Healthcare IT
  • 1-2 years in customer service role

**Must be willing to travel to Tucson 20% of the time

Job Type: Full-time

Experience:

  • Microsoft Office Tools: 3 years
  • Healthcare Information Technology: 3 years
  • Customer Service: 2 years
  • Healthcare IT: 3 years

Education:

  • Bachelor's

Location:

  • Phoenix, AZ

Required work authorization:

  • United States

Required travel:

  • 25