Issue Resolution Specialist / Account Coordinator Hybrid

Sunitna River is looking to hire an experienced Issue Resolution Specialist / Account Coordinator Hybrid. The position entails performing responsibilities of both an Issue Resolution Specialist and an Account Coordinator. The Issue Resolution Specialist manages the Defense Health Agency’s (DHA) issue resolution process at assigned Military Treatment Facilities (MTF) in support of the Department of Defense (DoD) Electronic Health Record (EHR), to include system, content and configuration changes, scheduled and unscheduled service interruptions, and updates impacting end users. Account Coordinators are responsible for managing the MHS GENESIS account provisioning process at assigned Military Treatment Facilities. This includes assigning and coordinating with end users on required MHS GENESIS training, and attending informational meetings, conference calls and briefings regarding MHS GENESIS roles and account related topics.

CLIENT: Military Health Systems (MHS) / Defense Health Agency (DHA) – Health Informatics (HI)

ESSENTIAL DUTIES & RESPONSIBILITIES: 

Issue Resolution Specialist Responsibilities 

• Assist end users with following enterprise system configuration change request and service interruption reporting standard operating procedures.
• Assess, monitor, and report status of EHR helpdesk tickets, taking appropriate actions when necessary.
• Co-facilitate, record, and publish periodic MTF Informatics Steering Committee (ISC) meeting minutes.
• Coordinate local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff, etc., when appropriate.
• Maintain MTF EHR communications email distribution list.
• Analyze, organize, and disseminate information associated with periodic EHR system upgrades and application changes.
• Ensure end users are kept informed on status of service interruptions impacting the EHR.
• Collaborate with DHA and Defense Health Network (DHN) Health Informatics (HI) staff on high priority issues impacting the MTF.

Account Coordinator Responsibilities

• Manage training rosters, user role assignments, and load provider credentials.
• Track and facilitate action items related to system block upgrades and sustainment.
• Submit tickets to initiate MHS GENESIS account creation and provisioning for end users.
• Manage domain access, privileges and verify end user roles and clinic responsibilities to ensure correct roles assignment for MHS GENESIS.
• Troubleshoot end user role issues and identify any role adjustments.
• Submit Global Service Center (GSC) tickets to initiate, modify, suspend, reactivate, and enable end user accounts.
• Conduct presentations during meetings to address MHS GENESIS account provisioning updates and/or MHS GENESIS training coordination trends.
• Collaborate with Training Site Lead and Issue Resolution Specialists to ensure end user roles and accounts are operating as designed.
• Collaborate with other Account Coordinators and personnel working on MHS GENESIS related issues at other MTFs within the DHA enterprise.
• Provide support to Military Treatment Facilities (MTFs) outside the primary region, if needed, as directed by the Regional Project Manager.

Enterprise Support Resource Responsibilities

• Assist in both Account Coordinator and Issue Resolution Specialist capacity when a site needs surge support.
• Provide direct technical support and guidance to sustainment personnel and client as needed.
• Capture, analyze, share risks, lessons learned, and best practices to site personnel.
• Orientate new personnel to daily responsibilities, tasks, and enterprise process workflows and procedures encompassing all technical aspects of their position on site.
• Participate in working groups, as requested, as technical experts.
• Work closely with the Regional Project Managers and Senior Managers to ensure team success.

QUALIFICATIONS: 

• Prior experience with analyzing business processes and information management needs of medical organizations.
• Knowledge of marketing research and BPR methodologies, analysis, theory, and application and strong interpersonal skills.
• Knowledge of activity-based costing principles and knowledge of functional economic analysis to assess several alternatives.
• Knowledge of various specialized areas of health care management.
• Preferred experience in supporting Clinical Information Systems (CIS) training, tools, software installs and upgrades, preparing classrooms, facilities, and necessary equipment for classes or supporting EHR efforts.
• Knowledge of the workings of a hospital technical system. Must maintain an appropriate degree of knowledge, skill, and ability to provide functional support and perform system status checks as needed during trouble ticket resolution.
• Personnel must be fluent in verbal and written communications (English) and medical terminology.

US Citizenship Required - Candidate will need to obtain a DoD Public Trust Clearance

Benefits Include:
401(K) Plan with Employer Match, Health Insurance (medical, dental, and vision), Paid PTO, Flexible Spending Accounts (Health and Dependent Care), Life insurance, short term and long-term disability, Full Holiday Schedule and more.

This company, its subsidiaries, and joint ventures will provide equal employment opportunities to all persons and prohibits employment decisions based on race, religion, color, creed, national origin, sex, age, disabling condition, political affiliation, protected veteran’s status, or sexual orientation. All selection, hiring, and promotion decisions will be based on valid job-related requirements consistent with performance of the essential functions of the position. This policy is in keeping with Executive Order 11246, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, Sections 503 and 504 of the Rehabilitation Act of 1973, the Civil Rights Restoration Act of 1988, the Vietnam Veterans Readjustment Assistance Acts, as amended, and other applicable federal and state laws. Pursuant to PL 93-638, as amended, preference may be given qualified to the Corporation’s Shareholders, including their spouses and descendants, during the hiring process to the maximum extent permitted by law.