Mediware Information Systems, Inc. is a fast growing Top 100 Healthcare Software company. We design and build products that are inspiring and make a real impact in people’s lives. We have 1000+ employees across the US, UK and Netherlands. Mediware’s portfolio of solutions currently includes long-term services and supports, behavioral health, blood solutions, cellular therapy, home care, medication management, rehabilitation and respiratory therapy.
The Technical Consultant is responsible for coordination and execution of project activities during Professional Services engagements, ensuring project success, satisfaction of contractual obligations, and transition of customers into a post-implementation Customer Service program. Participate as required in the Customer Service and IT Management processes.
Principal Functions of the Job
Perform as a technical interface lead assigned to Mediware’s Blood Management Customer Support cases.
Perform as a technical interface lead on Mediware’s Blood Management interface projects.
Communicate on a regular basis with the designated Project Manager regarding project status.
Ensure internal and external customer satisfaction by adherence to all deliverable dates in project plan.
Help maintain the customer relationship by clearly setting expectations, understanding and meeting the customer’s needs, and representing Mediware Information Systems.
Participate in continuous improvement efforts to refine the division’s Professional Services methodologies and practices.
Provide accurate and consistent documentation of time expended and progress achieved against assigned activities in the division’s standardized Professional Services Automation platform and other systems as required.
Respond to escalated customer service requests per the established processes and criteria. Responsible for escalating implementation and support issues to appropriate persons or groups for resolution.
May provide support to customers after hours and on weekends. Resolve problems efficiently and professionally by applying knowledge of system software, applications and hardware including third party peripherals that affect the functionality and performance of the Company products.
Assist Sales and Marketing efforts as required.
Participate in department initiatives. May be assigned to represent the product in the Product Management Team (PMT) process.
Participate in the training and/or mentoring programs as assigned or required.
Adhere to the Mediware Values and support a positive company culture.
Respond to the needs and requests of clients and Mediware management and staff in a professional and expedient manner.
Other Duties As Assigned.
Bachelor’s Degree in related field
Working knowledge of Health Level-7 standards
Minimum 3years of work experiencerequired in using interface engine tools.
Minimum of 3years of work experiencerequired in Microsoft OS and SQL Server
Previous experience with clinical information system platforms, applications, and interfaces
Able to work in a stressful / fast paced environment
Excellent troubleshooting, listening and problem-solving skills
Effective communication and customer service skills
Must be flexible and be a team player
Must be able to work independently
Able to travel up to 30%