Specialist-Product Support Clinical Senior - HS IS Logistics Customer Support Corporate

Summary

Maintain a high level of clinical product support to customers via inbound/escalated calls, emails, chat, etc., by handling inquiries, assisting lower-level technical product support, and troubleshooting complex technical product-related issues. Track and route issues and requests, document all resolutions and prepare activity reports. Act as a mentor/resource to other analysts to help resolve and route issues. Update tracking system of incident logs and convey customer feedback to teams responsible for product development. Ensure the proper day-today operations of internal technology applications and equipment. May escalate extremely technical or sophisticated issues to technical product support engineers or management. Require advanced knowledge of organization's products and/or services, policies, terms, and conditions. Incumbent is subject to overtime, callback, and on-call as required. Perform other duties as assigned.

Responsibilities

• Provides technical assistance to computer system users.
• Solves problems dealing with a limited variety of concrete variables by interpreting written and verbal information and screen shots or other data supplied.
• Maintains current and advanced knowledge of hospital information systems and software technologies.
• Uses advanced tools, knowledge and experience to analyze, diagnose and resolve problems.
• Acts as a knowledge author by composing new support documentation and evaluates and maintains existing support documentation and training material.
• Provides leadership and direction to junior Help Desk Analysts.
• Completes assigned goals.

Requirements, Preferences and Experience

Education

Preferred: RN

Minimum: BLS, LPN, CPHT, ARRT(R), or 2 years of phlebotomy experience.

Experience

Preferred: Bachelors degree or greater then 5 year experience depending on education.

Minimum: Minimum of 5 years of relevant experience or equivalent combination of experience and education. .

Licensure, Registration, Certification

Preferred: CPHT;BLS;LPN;ARRT(R);Phlebotomy Certification

Minimum: DRIVER'S LICENSE (CURRENT)

Training

Preferred: 3 years clinical experience

About Baptist Memorial Health Care

At Baptist, we owe our success to our colleagues, who have both technical expertise and a compassionate attitude. Every day they carry out Christ's three-fold ministry-healing, preaching and teaching. And, we reward their efforts with compensation and benefits packages that are highly competitive in the Mid-South health care community. For two consecutive years, Baptist has won a Best in Benefits award for offering the best benefit plans compared with their peer groups. Winners are chosen based on plan designs, premiums and the results of a Benefits Benchmarking Survey.

At Baptist, We Offer:

• Competitive salaries
• Paid vacation/time off
• Continuing education opportunities
• Generous retirement plan
• Health insurance, including dental and vision
• Sick leave
• Service awards
• Free parking
• Short-term disability
• Life insurance
• Health care and dependent care spending accounts
• Education assistance/continuing education
• Employee referral program

Job Summary:
Position: 12473 - Specialist-Product Support Clinical Senior
Facility: BMHCC Corporate Office
Department: HS IS Logistics Customer Support Corporate
Category: Information Systems
Type: Non Clinical
Work Type: Full Time
Work Schedule: Days
Location: US:TN:Memphis
Located in the Memphis metro area

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