Issue Resolution Specialist / Account Coordinator (Hybrid) Position Available In Orange, New York

Issue Resolution Specialist / Account Coordinator (Hybrid)

DEEP MILE NETWORKS 2107

New South Post, West Point, NY 10996 ABOUT

DEEP MILE NETWORKS, LLC

Deep Mile Networks, LLC (“Deep Mile”) is a premier provider of training and technology solutions and management consulting services since 2006. The Company’s industry best practices, technically sophisticated solutions, and advanced methodologies have been developed and refined through more than a decade of experience serving the Federal government and Commercial sector. Our capabilities include program and project management, systems integration, systems engineering, IT transformation, systems analysis, data analysis / analytics, change management, Electronic Health Record (EHR) training, curriculum development, and eLearning support for many Federal agencies and the Commercial clients.

CLIENT:

Military Health System (MHS) | Defense Health Agency (DHA) – Health Informatics (HI)

POSITION TITLE

Issue Resolution Specialist / Account Coordinator Hybrid

POSITION SUMMARY

The Issue Resolution Specialist / Account Coordinator Hybrid plays a key role in the deployment and continued management of MHS GENESIS, providing on-the-ground support at Military Treatment Facilities (MTF) to ensure that end users are equipped to provide quality patient care and business support. It manages the Defense Health Agency’s (DHA) Issue Resolution Process and the

MHS GENESIS

Account Provisioning process at assigned Defense Health Network Hubs in support of the Department of Defense (DoD) Electronic Health Record (EHR), to include system content and configuration changes, scheduled and unscheduled service interruptions, and updates impacting end users. It assists with setting up the Informatics Steering Committee (ISC), workflow reviews, and management of the deployment to greatly reduce the number of issue resolution tickets after go-live. The position acts as a liaison between DHA-HI and the Defense Health Network to ensure that all system issues are being addressed promptly, and end users are aware of system impacts. Issue Resolution Specialist / Account Coordinator Hybrid is responsible for the daily management of accounts provisioning, modification, and maintenance processes of

MHS GENESIS.

This includes managing the scheduling of instructor-led training (ILT), assigning required Computer Based Trainings (CBT), and managing the Defense Health Network – Health Informatics (HI) training staff in conjunction with the local government POC. It also assists in the organization, planning, and implementation of training events targeted at enhancing end user understanding and functionality of

MHS GENESIS. RESPONSIBILITIES

Act as a liaison between the Defense Health Network and various stakeholders to include DHA Health Informatics (HI), Implementation team, Program Management Office (PMO) and MTF’s within the DHA enterprise. Collaborates with DHA and Defense Health Network (DHN) – Health Informatics (HI) staff on high priority issues impacting the MTF. Support deployment activities, business process adoption, and report/metrics activities. Connect end users with Cerner Application Management Services (AMS) and Technology Management and Integration (TMI) support teams to validate configuration changes. Facilitate and participate in site Informatics Steering Committee activities. Manage, coordinate, and maintain all local Global Service Center (GSC) tickets associated with

MHS GENESIS

applications and medical device connections. Collaborate with local MTF, Solution Owners, Super Users (Peer Experts), and Functional Champions on troubleshooting technical issues related to

MHS GENESIS

applications and connectivity. Monitor and manage Service Now Dashboards and MTF Visual Task Boards. Assist end users with following enterprise system configuration change request and service interruption reporting standard operating procedures. Triage all local ticket issues associated with go-lives, system upgrades, modifications, and connectivity. Assess, monitor, and report status of EHR helpdesk tickets, taking appropriate actions when necessary. Develop and direct the development of solutions to complex problems requiring extensive understanding of the project functionality and lifecycle. Assist in facilitating

MHS GENESIS

related deployment phase and sustainment phase activities. Design, develop, and maintain reports and analytical tools. Use current knowledge of business and technology to recommend systems and process improvements. Assign classrooms/computer rooms for training and provide calendar invites. Manage training rosters, user role assignments, and load provider credentials. Forecast manpower requirements for trainers (trainer staff onsite). Track and facilitate action items related to implementation and sustainment. Support site scheduled events, deployment activities, and sustainment planning. Support and facilitate gap analysis of events’ output data. Submit tickets to initiate

MHS GENESIS

account creation and provisioning for end users. Assist with preparing instructional aids and materials for training. Manage domain access, privileges and verify end user roles and clinic responsibilities to ensure correct roles assignment for

MHS GENESIS.

Troubleshoot end user role issues and identify any role adjustments. Submit Global Service Center (GSC) tickets to initiate, modify, suspend, reactivate, and enable end user accounts. Present at meetings to address updates/changes to

MHS GENESIS.

Collaborate with Training Site Lead to ensure end user roles and accounts are operating as designed. Assist with healthy learning environment for trainers and end users by ensuring training areas are adequate and have the required functional hardware. Collaborate with other Issue Resolution Specialist / Account Coordinator Hybrids and personnel working on

MHS GENESIS

related issues in other Defense Health Networks within the DHA enterprise. Provide support to Defense Health Networks outside the primary DHN, if needed, as directed by the Project Manager.

QUALIFICATIONS

Prior experience with analyzing business processes and information management needs of medical organizations. Knowledge of marketing research and BPR methodologies, analysis, theory, and application and strong interpersonal skills. Knowledge of activity-based costing principles and knowledge of functional economic analysis to assess several alternatives. Knowledge of various specialized areas of health care management. Preferred experience in supporting Clinical Information Systems (CIS) training, tools, software installs and upgrades, preparing classrooms, facilities, and necessary equipment for classes or supporting EHR efforts. Knowledge of workings of a hospital technical system. Must maintain an appropriate degree of knowledge, skill, and ability to provide functional support and perform system status checks as needed during trouble ticket resolution. Personnel must be fluent in verbal and written English and English medical terminology. US Citizenship Required. Candidate will need to obtain a DoD Public Trust Clearance.

Job Type:

Full-time Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Shift:

8 hour shift Day shift

Work Location:

In person