Solution Center Specialist

The Solution Center Specialist is a key role at IHIE, providing front line IHIE product support to end users. This role solves tier I and tier II technical questions and triages higher tier helpdesk problems and requests as appropriate. The Solution Center Specialist is the face of IHIE products and services to clients, Essential functions include the following. Other duties may be assigned.

• Answers help desk phone calls and emails.

• Triages technical questions and helpdesk requests to appropriate departments; escalates problems following procedures.

• Troubleshoots IHIE products end user problems, performs some root cause analysis.

• Monitors and investigates issues; follows through to ensure resolution.

• Researches and updates provider data files; enters and reviews accuracy of provider information in proprietary systems and/or spreadsheets.

• Maintains FaxUtility, troubleshoots failed faxes.

• Communicates various statuses (project, system, etc.) to internal and external stakeholders as requested.

• Works on various special projects as assigned by the Solution Center Manager.

• Ability to work after hours on call support.

• Performs customer trainings on applications.

• Assists with client implementations.

IHIE Attributes:

• Adaptability and flexibility in a rapidly changing environment
• Self-starter and self-motivated
• Ambitious spirit - brings fresh ideas to the table and finds creative solutions to problems
• Positive attitude with outstanding communication and listening skills

Education:

• High school diploma required, some college coursework or degree preferred

Skills and Experience:

• Customer service experience
• High technical aptitude to quickly learn proprietary systems and applications is a must
• Must be able to type at least 35 WPM
• Intermediate proficiency in the following Microsoft Office products: Excel, Word, and Outlook
• Passion for technology and innovative thinking
• Outstanding communication skills including both verbal and written
• Demonstrated strong listening skills
• Excellent decision making and problem solving skills
• Ability to interpret a variety of instructions quickly
• Positive and professional attitude
• Ability to work under pressure and balance competing demands and multiple priorities

Preferred:

• Some experience or education in healthcare or healthcare information technology (HIT) helpful but not required

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, In exchange for your technical aptitude and strong customer service skills, we offer an excellent benefits package including medical/dental/vision, 401(k) matching, 20 days PTO your first year plus 9 company paid holidays, very casual work environment and dress code, and a dynamic, fun-loving company culture!, We enable hospitals, physicians, laboratories, payers, and other health service providers to avoid redundancy and deliver faster, more efficient, higher quality healthcare to patients in Indiana. Today, by making information available to approximately 50,000 healthcare providers in Indiana and neighboring states, we deliver services that make a real difference in health and healthcare.

The Indiana Health Information Exchange (IHIE) has been around for over a decade, with its roots dating back 30 years. We have the largest and broadest participant community in the nation, and we are at the center of where digital health, payment reform and patient care intersect.