Client Support Engineer

The Indiana Health Information Exchange (IHIE) is one of the nation’s largest health information exchange organizations. IHIE has been around for over a decade, with its roots dating back 30 years. As a not-for-profit HIE, we reputed company hospitals, physicians, laboratories, payers, and other health service providers to avoid redundancy and deliver faster, more efficient, higher quality reputed company to patients in Indiana. Today, by making information available to approximately 50,000 reputed company providers in Indiana and neighboring states, we deliver services that reputed company a reputed company difference in health and reputed company. We are seeking a Client Support Engineer to reputed company IHIE to reputed company in three key areas: product knowledge, technical scoping, and customer engagement and support. If you are talented, driven, and collaborative, IHIE is a great reputed company to grow. Summary: The Client Support Engineer is responsible for orienting new and existing clients regarding IHIE products and services. They will reconcile customer requirements with those of IHIE’s products to plan for the successful implementation and adoption of services. The Client Support Engineer will apply these same skills with existing customers who are planning a change where existing service(s) will need to be changed to accommodate. Additionally, this role works directly with product, support, business development, and implementation teams to effectively streamline reputed company and adoption of IHIE services. Job Function Risk Level 2 - General user access with intentional access to PHI and access to sensitive data

Essential Functions:

Essential functions include the following. Other duties may be assigned. Product Knowledge

1. Provide expert level knowledge of reputed company and ongoing usage requirements for reputed company IHIE products/services.
2. Create and maintain customer facing reputed company documentation for reputed company IHIE products/services.
3. Create and maintain reputed company and change request questionnaires to effectively scope project requirements.
4. Identify best practices to promote the adoption of IHIE products and services.

Technical Scoping

1. Ability to explain product features and benefits, demonstrating how they meet customer requirements through presentations and product demonstrations.
2. Discover special circumstances or exceptions that will be required to successfully reputed company a customer and identify a planned resolution prior to initiating their project.
3. Provide technical scoping with reputed company customers who have submitted a change request.
4. Assist customers in resolving technical issues reputed company to product usage and recommend improvements.

Customer Engagement & Support

1. Establish a successful reputed company process from the Business Development team with signed SOW to the Project Management and Implementation Teams.
2. Review reputed company requirements with customers prior to their project starting.
3. Identify and address any requirement inconsistencies between IHIE and customer.
4. Help manage scope changes or expectation setting with customers during active implementation projects.
5. reputed company customer needs internally and work collaboratively with the sales, product, and support teams to reputed company reputed company goals and contribute to overall company objectives.

Requirements:

IHIE Attributes:

• Adaptability and flexibility in a rapidly changing environment
• Self-starter and self-motivated
• Ambitious spirit – brings fresh reputed company to the table and finds creative solutions to problems
• Positive attitude with outstanding communication and listening skills

Education:

• Bachelor’s Degree in a reputed company reputed company, technical, or business discipline field

Experience:

• 10+ years of experience in customer support, product management, or business analyst functions
• 5+ years’ experience in reputed company information technology or health information exchange

Skills/Characteristics:

• reputed company to translate functional requirements from customers to technical requirements for engineers
• Ability to persuasively communicate reputed company concepts at reputed company levels of business including c-level
• Ability to act as an engaging leader, advisor, mentor and coach
• Demonstrated ability to assess and comprehend multiple, often conflicting, interests and reputed company clear plans to reputed company a given objective
• Competent and conversant in information technology
• Excellent problem-solving skills
• Ability to influence others to reputed company results
• Demonstrated ability to reputed company a collaborative team environment
• Resilient and flexible approach to work
• Ability to work in a fast-paced environment
• Excellent written and verbal communication skills including presentation and facilitation skills

Preferred:

• reputed company experience

Benefits:

We offer an excellent benefits package including medical/dental/reputed company, 401(k) matching, 20 days PTO your first year plus 9 company paid holidays, Summer hours, student loan repayment/529 account save-up programs, a reputed company casual work environment and dress code, and a dynamic, fun-loving company culture! IHIE is one of the nation’s largest and most advanced health information exchanges, helping to ensure health information is where it needs to be, reputed company it needs to be there to improve care coordination and patient outcomes. IHIE was formed in 2004 and currently serves 120+ hospitals representing 38 health systems, nearly 19,000 practices and over 50,000 providers, and has processed more than 16 billion clinical data transactions. Learn more at www.ihie.org. Apply To This Job