Application Support Specialist

Description

We are North Idaho’s premier provider of integrated medical, dental and behavioral health services. Our amazing care teams deliver world-class healthcare utilizing a patient directed, community-focused approach. Providing high quality, affordable Healthcare from the Heart is our passion. Our mission is to deliver a healthcare experience that provides hope, inspires change, and extends life for our patients and our community.

Top reasons to join our team:

• Our employees are mission – minded
• We are passionate about providing excellent patient care
• Community-focused
• Committed to a fun and supportive team environment
• We offer high-quality competitive employee benefits

Summary:

The Application Support Specialist is responsible for the development, implementation, optimization, documentation, and knowledge management of all software applications. The Application Support Specialist will identify, troubleshoot and resolve problems encountered by enterprise-wide users of software solutions; provide technical support to end-users regarding software; facilitate data collection, validation, and delivery from software applications; provide technical expertise to end-users regarding optimal set-up for software; document training materials and software documentation; research and validate software solutions; plan and implement complex software solutions; develop and train users in various software applications; plan for, develop, and implement software upgrades; and perform related work as required.

Requirements

• Associate’s degree in related field or two (2) years related experience.
• Experience in a healthcare setting is preferred.
• Excellent oral and written communication skills are required.

Knowledge, Skills, and Abilities Required:

1. Knowledge of software configuration, user management, and enhancement, from on premise to SaaS solutions.
2. Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
3. General understanding of the following is required: HIPAA and PCI, Office 365, Windows operating systems, Microsoft Office, Internet connectivity, HTTP, and EHR systems.
4. Demonstrated ability to apply experience and education to problem solving.
5. Ability to travel between Heritage Health locations in North Idaho.

Duties and Responsibilities:

1. Serves as primary support for production applications.
2. Optimizes and enhances existing software solutions.
3. Maintains knowledgebase, training materials and documentation for all applications.
4. Facilitates data collection, validation, and delivery from software applications.
5. Coordinates with internal stakeholder to design, develop, and maintain applications.
6. Participates on committees, task forces, workgroups, etc.
7. Troubleshoots and resolves computer operating and software application problems and provides technical support as requested.
8. Assists Application Support Supervisor in the development and maintenance of application policies, standards, and procedures manual; develops and maintains related access checklists.
9. Communicates with vendors to resolve issues.
10. Establishes and maintains software users, user environment, directories, and security.
11. Competently and positively trains users on software usage.
12. Responds to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs.
13. Develops and communicates standards for use, operations, and security of software and data.
14. Communicates with other departments to report and resolve software and operations problems.
15. Researches and evaluates new technologies.
16. Installs and tests software upgrades.
17. Other duties as assigned.

Safety:

Heritage Health enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each employee is responsible for completing all training requirements, participating in emergency response tasks as requested, and serving on safety committees and teams as requested. In addition, employees must accept the responsibility for maintaining the safety of themselves and others by adhering to all written and verbal instructions,

promptly reporting and/or correcting all hazards or unsafe conditions and providing feedback to supervisors and management on all safety issues.

Physical/Mental requirements:

Required to stand, sit, and be mobile one-third to two-thirds of the time. They are required to use hands to finger, handle or feel over two-thirds of the time; while reaching with hands and arms occurs one-third of the day. Climbing or balancing, stooping, kneeling or crouching occur less than one-third of the time. Communicating by talking / hearing occurs over two-thirds of the day. Amount of time spent lifting or exerting force is less than one-third of the time up to 10 pounds. Rarely is there a need to lift up to 50 pounds. Must be able to manage efficient keyboard use, hear, see, speak and read.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to solve complex practical problems
• Positive interpersonal, communication & persuasion skills over the phone, computer & in person
• Must be able to simultaneously manage several objectives and assign priorities
• Deal with a wide variety of variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to work effectively under pressure to meet deadlines with a strong organization skill set for easy retrieval of information and to ensure competent closure of issues
• Ability to work overtime as needed, maintain alertness, travel as required & meet the controlled substance policy.
• Good judgment and sound decision making and conflict management skills to inspire confidence from the customer
• Manage complex analysis and use deductive reasoning
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Regular and predictable attendance is an essential function of this position

Working Conditions:

Work is normally performed in a typical interior/office work environment or in a clinic setting. Work may be demanding and chaotic at times. Exposed to patient population that will present a variety of contagious diseases, physical injuries, and emotional states of mind. Must be able to travel by vehicle between Heritage Health locations under varying weather conditions.