At Sunquest Information Systems Inc., we use industry knowledge and focus to develop solutions and services that meet the changing needs of our customers and the marketplace. We combine this vision with the dream to make our company a phenomenal place to work. From our smart casual dress policy to our flexible work schedules, Sunquest promotes a balance of life for all our employees. We place emphasis on training plans for new and current staff, encourage promotion from within, and promote work on special projects and involvement with multi-functional teams. These activities foster a culture of professional growth and development for our employees to achieve their professional goals and reach their full potential.
The Associate Support Specialist position provides professional healthcare software support resulting in a high degree of client satisfaction. This includes assessing, documenting, and resolving basic client technical issues within an inbound contact center. This role also informs internal and external stakeholders of process, status, and resolution of technical issues with frequent written and verbal communication.
Essential responsibilities & duties
Receives and responds to incoming client request via telephone, web, chat, and email
Follows established Case Management Best Practices
Identifies, assesses criticality, and prioritizes resolution of all new and existing issues
Researches issues and utilizes proven resolutions to customer issues
Manages and documents the resolution process while effectively communicating status with the client
Actively partners with clients and internal resources in issue resolution
Maintains high Client Satisfaction (Net Promoter) Scores
Stays current with product and industry updates and changes
Identifies need to escalate complex or risk issues to appropriate senior staff
Continually learns and expands knowledge of Sunquest applications, environments, and systems
Creates and references knowledgebase articles
Follows the Sunquest Quality Management System and regulatory standards including effective management of Protected Health Information
On-call/holiday rotation(s) required
Performs other duties and responsibilities as assigned
Knowledge, skills, abilities
Excellent analytical and problem solving skills
Excellent interpersonal and professional communication skills
Strong time management and organizational skills
Ability to understand and articulate technical concepts and derive solutions
Ability to deal with complex and challenging client issues
Previous experience in one of these areas: technology, healthcare or client support
High School diploma
Previous client/customer support experience
Clinical laboratory experience or supporting health care information systems preferred
Customer facing candidates with experience in supporting highly technical environments, with technical certifications and/or training.
Reading, interpreting and troubleshooting HL7 messages
Productivity tools such as word processing and spreadsheet applications
Proficient typing skills
Work is performed in a normal office setting with minimal exposure to health or safety hazards; substantial time is spent working on a computer.
Travel may be required based on business need and demonstrated skill
On call may be required.
Sunquest’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Applicants for U.S. based positions with Sunquest Information Systems must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.