Clinical Support Analyst

3 weeks ago


Canada New Value Solutions Full time

New Value Solutions, a national IT consulting company, is seeking an intermediate Clinical Support Analyst to act as the point of contact for technical support needs for specific clinical deployments and post-implementation support.

Responsibilities:

  • Triage multi-channel support requests, including web portal, phone, and email inquiries
  • Engage directly with healthcare sites and clinical staff to resolve technical issues and/or answer questions
  • Facilitate EMR configuration technical sessions with healthcare 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 with onboarding new healthcare sites as required

Requirements:

  • 4+ years of experience as a Clinical Support Analyst
  • Strong understanding of the technical aspects of EMR system configuration and integration is mandatory
  • Previous experience as a support analyst in an EMR vendor role or with direct experience supporting the Ocean platform is mandatory
  • 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

If you have this expertise, and are able to work in Canada, please submit your resume. While we thank all candidates in advance for their application, only those candidates who are shortlisted will be contacted.

ID# 4846

The hourly rate range for this position is $35 - $45, with the final rate based on consultant experience and fit for the role.



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