Job Overview

Are you interested in pursuing a career that makes a social and sustainability impact in the world while working with a team that truly cares and supports each other to drive client success? Consider Royal…Royal Health Inc is "A pioneer in healthcare operations technology who transforming the market in patient and provider experience". Royal, headquartered in White Plains, NY, is a leading provider of software and services to the healthcare industry, delivering a seamless suite of solutions that is focused on patient, provider and operational workflows, optimizing engagement in all areas of the exam life cycle. Royal maintains a strong focus on outpatient, and joint-venture in-patient radiology and other healthcare specialties that perform imaging. We have clients across 39 states, totaling over 1,100 healthcare sites online, 500,000 providers active and over 30M patients utilizing our technology.

Responsibilities

We are seeking a Application Help Desk (Support Specialist) to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues.

Qualifications

This opportunity may be right for you if you have:

• Healthcare experience - knows the subject matter of radiology workflows and understanding of systems such as document management, dictation, EHRs, RIS, and PACS
• Minimum 2 years Application Help Desk experience
• Preferred 3+ years of previous clinical information systems experience or equivalent
• Strong knowledge of clinical informatics, data management, reporting, and system administration
• Experience with high-volume support
• Provide high-volume support for healthcare systems, including answering support calls, troubleshooting issues, and ensuring minimal downtime.
• Familiarity with HL7 message formats, types, and message structure.
• History of troubleshooting and diagnosing network-related problems.
• Experience editing and creating PDFs with form fields
• Familiarity with HTTP protocol and troubleshooting HTTP errors and messages
• Comfort with filtering and searching datasets in Excel, SQL, or other large databases to find relevant information.
• Experience searching log files and logging systems to find potential causes of issues.
• Comfort with using remote PC management tools to connect to remote computers for troubleshooting.
• Highly effective verbal and written communication skills, strong interpersonal skills, and the ability to work independently as well as a member of a team
• Strong problem-solving and critical-thinking skills
• Bachelor's degree in Computer Science, Business Administration, Management Information Systems, or equivalent experience/training
• Previous experience in customer service, sales, or other related fields
• Builds rapport with clients, prioritizes and multi-tasks
• Adapts to rapidly growing and changing environment
• Positive and professional demeanor
  
  

Additional Information

Extra awesome

• IBM Merge, GE, EPIC, Change, NextGen, Imagine, CareStream, or any other software/services vendor in healthcare radiology
• Experience with Healthcare Revenue/Authorization/Pay
  
  

Day in the life…

• Handle customer inquiries and complaints
• Provide information about the products and services
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Communicate professionally, courteously, and efficiently with the customers and remain calm under stress
• Collaborate and develop strong relationships with customers and business colleagues
• Manage incoming calls and provide unsurpassed customer service
• Provide incident, change, and problem management support
• Create and manage issues efficiently within the ticketing system
• Coordinates team members to gather information and prepare organized, consistent, accurate ticket status updates
• Ensure the needs of the customer are represented in all updates
• Proactively and independently troubleshoot and resolve complex incidents and requests without direction
• Escalate tickets to management and development team as needed
• Independently analyze, develop, test, document, implement, and support custom configurations to various radiology workflows within Royal modules to enhance workflow methodology and tools
• Understand complex requirements of end-users and goals and propose technical solutions for various design and configuration needs
• Assist in prep and conduct formal/informal training sessions for customers and colleagues
• Design, test, and provide customers with customized analytic reports
• Collaborate with senior team members to develop solutions
• Team player who demonstrates flexibility
  
  

Benefits:

• Competitive health plans (medical, dental, & vision insurance)
• Generous PTO & Holidays
• 401(k) with company match
• Telemedicine healthcare visits
• Savings accounts (FSA, HSA, DCA)
• Life insurance & disability insurance options
• Casual office environments & Opportunity to work remotely