McKesson

Tier 3 Production Support Engineer

McKesson • $125K — $208K *
US-Anywhere
+ 2 other locationsRemote
Healthcare
5 - 7 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • Degree in healthcare or related field or equivalent experience
  • 7+ years of relevant experience, particularly in Oncology
  • 4+ years' experience with iKnowMed Generation 2 EHR application
  • Thorough knowledge of regulatory requirements in healthcare
  • Understanding of clinical workflows in Oncology and Hematology

Responsibilities

  • Deliver exceptional customer support experiences in clinical applications
  • Research and recommend solutions to improve system performance
  • Log and manage defects using Jira
  • Take ownership of complex issues in production applications
  • Test and validate new technology solutions prior to operations
  • Prepare reports related to production applications
  • Facilitate training on product releases and enhancements

Benefits

  • Comprehensive healthcare options
  • Opportunities for professional growth and development
  • Work-life balance initiatives
  • Supportive work environment focused on wellness and teamwork
  • Participation in impactful projects that improve patient care
Full Job Description
The Product Support Representative acts as a technical and consulting resource for moderately complex issues related to the implementation and management of Ontada's technology products. You will provide third-level support for the Production and some lower-level environments, acting as a technical resource in all phases of design, implementation, testing and deployment of the product lifecycle, including post-production support. The Sr. Product Support Representative continuously gains an understanding of Ontada's business operations and processes, and how systems are used in support of those operations.

Key Responsibilities
  • Deliver world-class, "white-glove", customer support experiences, providing clinical application support to customers, peers, and stakeholders.
  • Research, evaluate, and recommend solutions within the Production environments to improve performance and efficiency
  • Logging and management of defects, enhancements and other incident types in Jira
  • Reporting and escalation to management, compliance, security, engineering and others as needed
  • Take ownership of identified defects and issues in our production and non-production applications that cannot be triaged by other support teams, to replicate and determine the root cause and impact
  • Test, validated, and implement new technology solutions and modifications before they become operational and in production
  • Perform negative testing in uncommon use-cases on new/beta features to ensure Ontada releases are of the highest quality possible
  • Develop and maintain detailed flow charts, work process documents, and appropriate procedures that support the production architecture
  • Compile information and data and prepare reports related to Production application(s)
  • Assist and participate (along with other teams) in product development ceremonies, contributing to comprehensive implementation and post-production support project plans
  • Use the Ontada Incident Management and Major Incident Management processes to resolve third-level incidents as assigned
  • Actively maintain and improve personal and technical skills with appropriate materials via books, websites, newsletters, seminars, education and training.
  • Act as the "Service Owner" of the support model for Ontada Technology Solutions, driving the customer-first mindset and demonstrating your commitment to McKesson iLEAD, i2CARE, and Ontada Culture
  • Promote effective teamwork among cross-functional teams and provide day to day direction for core team
  • Ensure that requirements to internal and external customers are met in a timely and cost-effective manner; solicit feedback from customers to identify opportunities to improve products and/or services; resolve minor conflicts and involve team members in problem resolution.
  • Maintain an in-depth understanding of Ontada technology solutions and life sciences products with ability to quickly analyze information coming from other teams and work to urgently triage and identify potential root causes
  • Maintain a thorough understanding of regulatory requirements and healthcare initiatives in the Community Oncology setting and how Ontada supports these customer needs
  • Maintain knowledge of healthcare technology interoperability and Ontada standard integrations; providing analysis of HL7, XML and other interface messaging formats to troubleshoot and resolve interface incidents
  • Assist in the development of self-help tools, templates, processes, and protocols and facilitate training on upcoming releases, integrations, enhancements, and defect resolution.
  • On-call support is required on a rotational basis during the week and on weekends for planned Major or Minor Release Initiatives or unplanned Major Incidents.


Minimum Requirement

Degree or equivalent and typically requires 7+ years of relevant experience.

Critical Skills
  • 4+ years' experience working with/in the iKnowMed Generation 2 EHR application
  • 4-year Degree in healthcare or related field or equivalent experience
  • 7+ years of experience in Oncology within a clinical, administrative, or supportive role
  • Take ownership of complex situations and work within a team environment to resolve issues effectively.
  • Drive first-time quality results and lead support operations and initiatives.
  • Exceptional communication skills with ability to articulate technical issues to non-technical personnel (i.e. practice staff and/or patients)
  • Superior organizational skills, troubleshooting, attention to detail, and ability to prioritize in a fast-paced environment
  • Ability to exercise sound critical thinking and problem-solving skills, executing position responsibilities with autonomy, quickly understanding complex problems and developing solutions to resolve issues expediently.
  • Thorough knowledge of Regulatory Requirements in Healthcare, including but not limited to CMS requirements such as Medicare Claims Processing, Physician Fee Schedules, and Value Based Care
  • Deep understanding of end-to-end clinical and administrative workflows in the Oncology and Hematology settings, including but not limited to Physician documentation, Infusion Nursing, Pharmacy, Laboratory and Medical Billing and Coding
  • Experience using, implementing, or supporting clinical workflow in EHR's, Pharmacy Systems, Lab Information Systems, and other clinical systems
  • Understanding of Windows operating systems, networking, and basic hardware troubleshooting
  • Knowledge of clinical content and codes, as well as interface/integration technologies, including FHIR API, HL7, XML, DFT, and FHIR API
  • Knowledge of SQL and Oracle Databases
  • Understanding of Electronic Prescribing, Direct Exchange, HIE, HL7 and Smart on FHIR integrations


Additional Skills
  • Excellent client-facing and internal communication skills
  • Excellent written and verbal communication skills
  • Solid organizational skills including attention to detail and multi-tasking
  • In-the-field Clinical experience in Nursing, Revenue Cycle, Pharmacy, Laboratory, etc., highly desired
  • ITIL Certification preferred


Physical Requirements

General Office Demands

20% Travel to customer sites for implementation assistance and training opportunities

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$125,000 - $208,400

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson's (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

About McKesson

McKesson Corporation provides medicines, pharmaceutical supplies, information and care management products and services across the healthcare industry. The Company operates in two segments. The McKesson Distribution Solutions segment delivers ethical drugs, medical-surgical supplies and equipment and health and beauty care products throughout North America. This segment also provides specialty pharmaceutical solutions for biotech and pharmaceutical manufacturers, sells financial, operational and clinical solutions for pharmacies (retail, hospital, long-term care) and provides consulting, outsourcing and other services. The McKesson Technology Solutions segment delivers enterprise-wide clinical, patient care, financial, supply chain, strategic management and software solutions. In July 2011, the Company acquired Portico Systems from Safeguard Scientifics, Inc. On March 25, 2012, it acquired the independent banner and franchise businesses of Katz Group Canada Inc. McKesson Distribution Solutions delivers pharmaceuticals to retail pharmacies and institutional providers like hospitals and health systems. They operate pharmaceutical distribution centers across the country, serving customers in all 50 states. They also deliver a comprehensive offering of health care products, technology, equipment and related services to the alternate site market, including physician offices, surgery centers, long-term care facilities and home care businesses across the country. McKesson is currently the largest pharmaceutical distributor in North America. McKesson also operates McKesson Canada and has an equity holding in Nadro, a leading distributor in Mexico.

McKesson Careers

Join McKesson, a leading global healthcare company, and be part of a team that is redefining the future of healthcare. With a variety of job opportunities available, McKesson is the perfect place to advance your career, whether you're a seasoned professional or just starting out. Work You’ll Do At McKesson, we are committed to improving care in every setting—one product, one partner, one patient at a time. We’re seeking talented professionals to join our team and contribute to a culture of innovation, diversity, and leadership. Our employees are driven by a deep sense of purpose and a desire for continuous growth and improvement. Empower Your Future in Healthcare With positions ranging from internships to leadership roles, McKesson offers unparalleled employment opportunities to develop your skills and advance your career. Our commitment to diversity training ensures that all team members have the opportunity to thrive. Join a team where your skills will be honed, your professional growth will be supported, and where you can genuinely see the difference you make in the lives of patients around the world. Innovative Work Environment McKesson is at the forefront of healthcare innovation. Our team is constantly exploring new ways to improve patient outcomes and streamline care processes. This commitment to innovation is what sets us apart and what makes McKesson an exciting place to work. Career Development and Benefits McKesson believes in nurturing the potential of its employees through robust career development programs and comprehensive benefits designed to support your life and well-being. From leadership training to health and wellness benefits, we ensure our team members are equipped to meet their professional and personal goals. Explore Job Opportunities Whether you’re looking for an internship to kickstart your career, or a senior position to utilize your extensive experience, McKesson offers a range of opportunities. Explore our open positions and find where you can make a difference at McKesson. Stay Connected Join Our Team Search for open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take the next step in their careers. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Networking and Professional Growth At McKesson, networking and professional growth are part of our everyday environment. We encourage our employees to connect, share, and learn from each other to foster personal and professional development. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at McKesson. Join McKesson today and be part of a team that is dedicated to shaping the future of healthcare.
Learn more about McKesson
Size
58,000 employees
Market Cap
$53.7 billion
Industry
Pharmaceuticals & Biotech
Net Income
-$4.1 billion
Founded
1833
5 Year Trend
+5.9%
Revenue
$237.6 billion
NASDAQ
MCK
* Ladders Estimates

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