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Clinical Support Analyst

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Canada

Offer summary

Qualifications:

Proven experience in providing technical support for software applications, preferably in healthcare settings., Strong problem-solving skills with the ability to troubleshoot complex technical issues., Familiarity with health care IT systems and workflows, along with experience in conducting training sessions., Strong communication skills to convey technical information clearly to non-technical users..

Key responsabilities:

  • Act as the point of contact for technical support needs related to Digital Referrals and Orders deployments.
  • Triage multi-channel support requests and engage with health-care sites to resolve technical issues.
  • Facilitate EMR configuration sessions and provide ongoing training support to clinic staff post-go-live.
  • Track and document support issues, gather feedback, and foster positive relationships with clinical sites for system adoption.

Workiy Inc. logo
Workiy Inc. Information Technology & Services SME https://www.workiy.com/
11 - 50 Employees
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Job description

This is a remote position.

Project Description:

We concentrate on the design and delivery of digital health tools and platforms to support the ongoing evolution of a connected health system and digitally enabled health care. By collaborating with all provincial health sector partners, we ensure an equitable approach to addressing health sector priorities.

Service Required:
• 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

Qualifications or Experience Required: 

 

·         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

Required profile

Experience

Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Teamwork
  • Communication
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