Support Analyst
5 days ago
Job ID: 77577
Location: Burnaby, British Columbia
What you will be doing:
- Act as the point of contact for any technical support needs for Digital Referrals and Orders (DRO) deployments, such as Ocean eReferrals.
- Triage multi-channel support requests, including web portal, phone, and email inquiries.
- Engage directly with health-care sites and clinical staff to resolve technical issues and/or answer questions.
- Facilitate EMR configuration technical sessions with health-care sites to configure their EMR system.
- Offer ongoing training support post-go-live to ensure that clinic staff can effectively use the platform.
- Assist clinics in troubleshooting and resolving system-related issues during and after implementation.
- Identify recurring technical issues and escalate them to higher-level support for resolution.
- Track and document support issues to identify trends and provide insights for ongoing system improvement.
- Maintain up-to-date records of technical issues and resolutions.
- Gather feedback from clinic staff regarding system usability and challenges encountered.
- Use feedback to improve the support process and inform the development of future training materials.
- Foster positive relationships with clinical sites to ensure a high level of satisfaction and system adoption.
- Support in onboarding new health-care sites for digital referrals and orders, as required.
- Other duties as required.
What you must have:
- Proven experience in providing technical support for software applications, preferably in healthcare or clinical settings.
- Strong problem-solving skills with the ability to troubleshoot and resolve complex technical issues.
- Familiarity with health care IT systems, workflows, and terminology.
- Experience conducting training sessions or providing ongoing user support.
- Ability to communicate complex technical information clearly to non-technical users.
- Strong organizational skills, with the ability to track and document support issues, resolutions, and trends.
- Proficiency in multi-channel support (web portal, phone, and email inquiries).
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Intermediate verbal and written communication skills, with technical writing experience considered an asset.
- Familiarity with OceanMD eReferral functionality considered a strong asset.
- Experience working within BC Health Authorities or similar healthcare organizations considered a strong asset.
- Experience working as a Medical Office Administrator (MOA) considered a strong asset.
- Strong understanding of the technical aspects of EMR system configuration and integration is a must.
- Previous experience as a support analyst in an EMR vendor role or with direct experience supporting the Ocean platform is a must.
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