We have an exciting opportunity to join our team as a Virtual Health Support Analyst.
The Virtual Health Support Analyst is responsible for achieving in-depth knowledge of assigned Virtual Health systems and software and workflows. This position conducts regular day-to-day communication by staffing the telemedicine support line, monitors and maintains applications, demonstrates an understanding of clinical operations, and works with Epic, the Project Team(s), NYULMC Clinical Representatives/Subject Matter Experts, third-party vendors, and end users to tailor the system to fit the organizations’ needs. This position demonstrates excellent customer service and communication skills, which includes an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion. The Virtual Health Support Analyst provides one-on-one instructions/training/guidance to end users, including both clinicians and patients, and the help desk on use of hardware/software and standard procedures. They also collaborate effectively with other team members and use good judgment in escalating issues to their manager. This position routinely performs in-depth analysis of workflows, data collection, report details, and other technical issues associated with the use of Virtual Health systems; is responsible for providing input on and following the internal procedures that will be used in conjunction with Virtual Health applications; and will design, build, test, install, and maintain those solutions. The Virtual Health Support Analyst also supports the installation of Virtual Health applications and workstations running the Virtual Health applications. The Virtual Health Support Systems Analyst is expected to use critical thinking skills and work independently to provide system solutions to meet business needs.
Collaborate effectively with vendors using appropriate tools.
Troubleshoot problems and address questions from users, and provide on-call support on a rotating basis.
Review and test changes, enhancements, and each new release as assigned.
With support, create, review, and update test scripts to reflect proposed workflow solutions.
Provide assigned on-site support during go-lives and system upgrades.
Assist with all quality assurance processes, including change management and testing efforts.
Support the training team by keeping trainers abreast of new functionality and system changes.
Participate in disaster recovery measures.
Develop an understanding of interface requirements and testing.
Work with virtual health users, including clinicians and patients, to support their workflows and troubleshoot issues.
Customer Service and Communication:
Support virtual health applications and users, including patients and healthcare providers, by responding to calls and help desk tickets
Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion.
Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures.
Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues.
Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
Technical Skills (end user device support/troubleshooting, use of tools):
Develop a familiarity with all Epic and non-Epic Virtual Health solutions in order to troubleshoot end user issues.
Responsible for the maintenance and support of Virtual Health equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations.
Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
Provide over-the-phone and on-site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; escalate to Tier 3 when necessary.
Analyzes a chain of events and chooses the appropriate approach or procedure to address a work task.
Must have a BA/BS Degree or equivalent.
Requires 0-1 years of experience.
Effective oral and written communication and follow-up skills.
Strong interpersonal relationship skills.
Strong desktop tool usage including Word, Excel, and PowerPoint.
Ability to participate in meetings and follow up as appropriate.
Self-motivated, detail-oriented, problem solver.
Must obtain Epic certification within 6 months of initial class and maintain New Version Training.
Prior technical support experience desired.
Familiarity with multiple platforms of technology including mobile devices (iOS, Android) and desktop computers (Mac, Windows).
Prior customer service and/or help desk experience is a plus.
Experience troubleshooting and support issues with desktop and mobile device applications.
Experience with virtual health (telemedicine) is a plus.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision.
NYU Langone Health, a world-class patient-centered integrated academic medical center, is one of the nation's premier centers for excellence in clinical care, biomedical research, and medical education. Located in the heart of Manhattan, NYU Langone is composed of four hospitals – Tisch Hospital, its flagship acute care facility; Rusk Rehabilitation; the Hospital for Joint Diseases, one of only fi...ve hospitals in the nation dedicated to orthopaedics and rheumatology; and Hassenfeld Children's Hospital, a comprehensive pediatric hospital supporting a full array of children's health services across the medical center – plus the NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. The medical center's tri-fold mission to serve, teach, and discover is achieved 365 days a year through the seamless integration of a culture devoted to excellence in patient care, education and research. For more information, go to www.nyulangone.org.