Interface Support Specialist

JOB TITLE: Interface Support Specialist

REPORTS TO: AVP of Customer Support

DEPARTMENT: Customer Support

JOB TYPE: Full-time

FLSA STATUS: Exempt

SALARY RANGE: $85,000 to 120,000 per year

WORK AUTHORIZATION: We are currently not sponsoring for this position. 

POSITION SUMMARY:

The Interface Support Specialist is responsible for troubleshooting and addressing issues related to Healthix’s main platform – InterSystem’s HealthShare. He or she understands raw clinical data in its many different file formats, interface engine workflow, data transformation, and the software development life cycle. In addition to strong analysis capabilities, the Interface Support Specialist must have excellent oral and written communication skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage production support tickets using Salesforce and JIRA.
• Implement and maintain custom batch file drops from participants into HealthShare.
• Analyze interface problems to address: 1) Tier 1 type issues (user provisioning, end-user password and account issues, portal access issues, escalating tickets and documenting information). 2)Tier 2/3 type (software/infrastructure) issues: capture and document issues for resolution and/or escalation to DEV or Engineering teams when widespread outages of inbound or outbound feeds are noted.
• Assist in problem resolution by creating test messages, scripts and interface testing documentation.
• Set up new productions and configure new interfaces
• Obtain a broad understanding of the Healthix customer base.
• Develop and maintain a strong working knowledge of the policies that are relevant to health information exchange, report issues to the compliance department as necessary.
• Develop and maintain a strong working knowledge of our technical platform and the functionality available.
• Develop a strong understanding of the workflows implemented for specific participant organizations.
• Respond to telephone inquiries and email generated support requests.
• Work collaboratively with the development and engineering teams to escalate support issues as needed.
• Must possess excellent written and verbal communications skills.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

Education

• Bachelor's Degree preferred.

Required Experience

• Must have 2-3 years of technology experience, preferably in a Healthcare setting.
• Experience managing production support tickets using systems like Salesforce and JIRA.
• Understand and utilize Software Development Life Cycle (SDLC).
• Comfort level with Tier 1/2/3 type support tickets.
• Experience creating test files and cases to prove/disprove issues.
• Be able to address complex problems with planned resolutions.
• Desire to learn new technologies.
• Possess the ability to think outside the box.
• Demonstrate solid communication and teamwork skills.

Preferred Experience Working with and/or Troubleshooting:

• HL7
• Networking VPN
• SFTP
• TCP/IP
• SQL
• Verato or other Master Patient Index solutions