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Software Support Analyst II - EHR in Great River, NY at Netsmart

Date Posted: 4/5/2018

Job Snapshot

Job Description

The primary purpose of this role is to provide experienced technical support to our clients via the telephone and CRM software. The Software Support Analyst II - EHR will be able to assess the nature of reported system, service, or integration issues and resolve technical or sophisticated application problems. The Software Support Analyst II- EHR will maintain a log of system issues and convey client feedback to Support Team leadership. The ideal candidate is intellectually curious and a natural problem solver who is driven to advance their existing technical skills through their exploration of application interoperability. The candidate will:

• Interact with clients to help troubleshoot and resolve complex technical application problems or issues
• Diagnose and resolve complex client questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality/integration, and defects/enhancements
• Work with Third Party vendors and internal engineering departments to identify and troubleshoot reported integration and communication issues
• Track and document inbound support requests and ensure proper notation of issues
• Document problems and solutions to train entry-level support on how to properly address client or product problems
• Communicate with product development and engineering departments to improve on current design
• Stay abreast of current technology in solutions, design changes, and new solutions offered
• Understand and be able to parse file formats for clinical data exchanges
• May travel to client site in order to resolve extremely complex client and product issues
• Other duties as assigned


Typically requires 2 - 4 years of experience with healthcare products in a support, development or consultancy environment, of which at least 1 year of experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products

Academic and professional qualifications:

Bachelors Degree

Preferred Skills:

• Clinical Healthcare background, previous experience working with EMR/EHR 
• Crystal Reports / SQL
• Familiarity with Healthcare Management/Processes, including data exchanges

Travel requirements:
Minimal travel may be required for client support and training

Netsmart’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.