Job description
17-17175 Product Support Analyst II
Wolters Kluwer Health’s Clinical Software Solutions is looking for a Position to work out of our Location office.
WK Clinical Software Solutions
Clinical Software Solutions (CSS), a part of Wolters Kluwer Health, a division of Wolters Kluwer, develops and sells drug and medical information tools that are integrated into the pharmacy, hospital, insurer or healthcare vendor's information systems, or used as stand-alone products. From diagnosis to documentation, our clinician-designed software solutions deliver best practices, clinical evidence and workflow tools to advance the practice of evidence-based medicine. Built upon industry-leading informatics technologies and backed by award-winning customer service, our solutions integrate seamlessly into CPOE and EMR systems and deliver point of care solutions that clinicians embrace.
With more than 200 years of medical publishing experience, a team of clinical experts, best-in-class brands and a network of more than 100 in-house clinicians partnering with over 4,000 of the world’s top physician specialists, Wolters Kluwer Health’s Clinical Software Solutions group leverages the industry’s most trusted clinical content, advanced clinical decision support, and deep clinical and informatics expertise, to drive better outcomes and accelerate a return on investment from healthcare IT investments.
ProVation Medical, Inc., based in Minneapolis, provides software solutions that streamline procedural documentation, while improving the accuracy of coding for accelerated revenue recovery. ProVation Medical is part of Wolters Kluwer Health's Clinical Tools unit, which provides embedded content tools to pharmacies, hospitals, insurers and healthcare vendors. Under the brand names of Medi-Span, Facts & Comparisons, and Clin-eguide, these tools provide information on drug interactions and dosing, formulary guidelines, and evidence-based treatment plan options at the point of care.
BASIC FUNCTION
As a Product Support Analyst II you will be responsible for acquiring and utilizing the skills and knowledge required to provide remote customer, technical and application support to customers for ProVation® MD and ProVation® MultiCaregiver software, provided by phone and remote system access.
Essential Duties And Responsibilities
- Complete all required training and skills development exercises as assigned
- Work closely with assigned mentor/s and Customer Support managers to attain a secure knowledge of all
Wolters Kluwer processes, procedures and functionality of ProVation® software products
- Apply independent study skills to fully understand all functionality, configuration and features of ProVation® MD
and ProVation® MultiCaregiver software
- Develop product knowledge and skills necessary to effectively provide remote technical and application support
to customers
- Troubleshoot and diagnose issues related to software, hardware and networking
- Respond to user questions regarding application functionality, configuration, and content
- Provide exceptional customer service that maintains or increases customer satisfaction
- Develop familiarity with and understanding of response time and resolution goals and how they impact this
position and customer satisfaction
- Develop and improve skills required to thoroughly document all reported issues and customer inquiries
- Understand functions of all Operating Unit departments and Business Unit products in order to properly refer
customer to other Wolters Kluwer resources for additional services and product purchases, managing the
transition to ensure customer satisfaction from a support perspective
- Accurately prioritize issues according to defined criteria
- Complete all required HIPAA and HITECH training and adhere to company policies and all relevant laws regarding
handling of protected health information (PHI) and all other privacy and security related information
- Actively participate in a rotating 24/7 on-call support schedule when required
Other Duties
- Contribute content for the customer portal and knowledge management system (knowledge base)
- Other ongoing projects which improve or maintain Support processes, tools, and procedures
- Perform other duties as assigned by manager
Education
JOB QUALIFICATIONS
Minimum two year college degree; four year college degree preferred
Experience
- Previous customer service experience
- Strong aptitude for technology
- Analytical problem solving skills
- Strong working knowledge of computer operating systems, hardware, and software troubleshooting techniques
- Excellent written and oral communications skills
- Ability to multi-task and excel in a fast-paced environment
- Ability to cope well in high-stress situations
- Previous experience in any of the following is a plus: Oracle, SQL, Healthcare, Biology or Computer Sciences
background, HL7 interfaces
Other Knowledge, Skills, Abilities Or Certifications
Must be able to work both independently and as an integral part of a team
Excellent interpersonal skills
Ability to adapt in a constantly changing environment
Travel Requirements
Travel requirements are a maximum of 10% globally including possible weekends and short notice scheduling.
PHYSICAL DEMANDS
Must be able to travel by air. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Apply To
https://www.wolterskluwer.apply2jobs.com/ProfExt/index.cfm?fuseaction=mExternal.showJob&RID=17175&CurrentPage=1
About Wolters Kluwer
Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer’s market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.
Wolters Kluwer reported 2014 annual revenues of €3.7 billion. The group serves customers in over 170 countries, and employs over 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on NYSE Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).
For more information about our products and organization, visit www.wolterskluwer.com, follow @Wolters_Kluwer on Twitter, or search for Wolters Kluwer videos on YouTube.
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
INFORMATION
For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (495) 4771.
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