Technical Support Specialist

The Healthcare Association of New York State (HANYS) is seeking a Technical Support Specialist within DataGen its for-profit subsidiary. Reporting to the Manager, Technical Support, UDS, this full-time position is responsible for the technical and administrative aspects of installation and end-user training and support of UDS (a product that helps NYS hospitals and ambulatory surgery centers with their mandated SPARCS data submission to NYSDOH), Clintegrity coding products and other products as assigned.

While this is a hybrid position based in Rensselaer, NY a remote working environment maybe considered within New York State or a neighboring state. The salary for this position is between $60,000 and $65,000 annually. The salary offered will be based on the successful candidate's relevant experience, knowledge, skills, abilities and, if applicable, consideration of internal equity.

Key Responsibilities Include But Are Not Limited To

• Performs all areas of direct client and internal support relating to the operation of UDS products. This includes, but is not limited to:
• Provides UDS' client development and ongoing support.
• Identify and verify customer reported problems, troubleshoot, and resolve technical problems, or triage technical problems.
• Trouble-shoot web application communication issues.
• Monitor log files for issues.
• Testing and evaluation of all UDS programs, coordinating with the software development personnel. Documentation of all bugs. Performs necessary follow-up until final resolution of problems.
• Consulting and continuing education with clients to maximize product utility and performance.
• Consult and work with clients on all matters relating to the interfacing of data between UDS products and other systems.
• Provide technical information regarding applicable State and Federal regulations as may be necessary.
• Provides similar support for Clintegrity products, as related to its integration with UDS.
• Support is performed primarily over the phone/teleconferencing application but may include on-site visits and remote operations via VPN.
• Assists in the evaluation and configuration of PCs, operating systems, and web browsers on which UDS products run. Works with Windows in single and multi-user environments, including networks.
• Provides advice and consultation relating to ad-hoc reporting. Must be familiar with all data structures and third-party reporting packages used by UDS.
• Participates in departmental research and development efforts as assigned. Includes working with systems analysts and programmers to implement desired program designs and functions.
• Participates in testing and quality control efforts on new products and enhancements. Works with other vendors on joint ventures as may be assigned. Tests and evaluates other vendor's software and/or hardware as necessary.
• Participates in the development and maintenance of all related training material, newsletters, and other routine support documents. Participates in on-site/remote installation, group seminars and other similar functions.
• Develops appropriate programs and instructions for installation of UDS software on user's systems. Participates in the distribution of all updates and related material. Keeps all associated records relating to program updates.
• Assists in the departmental marketing and sales efforts as required. Includes providing technical support on hardware selection and the evaluation of interfacing capabilities. May include product demonstrations and contract coordination.
  
  

Qualifications

• Associate's degree required or bachelor's degree preferred with experience supporting applications preferred. An equivalent combination of education and experience sufficient to satisfactorily perform the duties of the job may be substituted.
• Experience in healthcare or health information management and/or proficiency in clinical terminology and coding preferred.
• Basic understanding of SQL databases, relational databases, script reading and writing, and some data analytical skill preferred.
• Working knowledge of Networking TCP/IP, HTTPS, SFTP preferred.
• Knowledge of Medical Information Transmission standards (837, HL7, Flat Files) preferred.
• Knowledge of SPARCS requirements preferred.
• Previous medical records coding experience preferred.
• Proficiency with PC-based software such as Excel, and Word, as well as experience with Windows operating systems.
• Proficient in Excel with the ability to create formulas, run reports and manipulate data.
• Strong degree of professionalism with advanced skills in communication, problem resolution, customer service delivery, interpersonal and presentation skills (including customer training)
• Prior client support experience with competencies in troubleshooting data processes and product software support required.
• Ability to work independently, yet function within a team-oriented atmosphere required.
• Periodic travel within NYS with some overnight travel required.