Software Applications Support AnalystJob Number 1492445
Business GE Healthcare
Business Segment Healthcare IT
About Us GE Healthcare provides transformational medical technologies that are shaping a new age of patient care. GE Healthcare's expertise in medical imaging and information technologies, medical diagnostics, patient monitoring and life support systems, disease research, drug discovery and biopharmaceutical manufacturing technologies is helping physicians detect disease earlier and to tailor personalized treatments for patients.
GE Healthcare offers a broad range of products and services that are improving productivity in healthcare and enhancing patient care by enabling healthcare providers to better diagnose and treat cancer, heart disease, neurological diseases, and other conditions. Headquartered in the United Kingdom, GE Healthcare is a $15 billion unit of General Electric Company (NYSE: GE). Worldwide, GE Healthcare employs more than 43,000 people committed to serving healthcare professionals and their patients in more than 100 countries.
GE is an Equal Opportunity Employer
Posted Position Title Software Applications Support Analyst
Career Level Experienced
Function Services
Function Segment Call Center Services
Location United States
U.S. State, China or Canada Provinces Texas
City Plano
Postal Code 75024-4232
Relocation Assistance No
Role Summary/Purpose The Independent Practices (IP) Customer Support team provides applications and technical support for all our product lines and third party products; we have employees located in Plano, TX, Hillsboro, OR and Burlington VT. Our products include Practice Management and Electronic Medical Record software products and affiliated software applications.
Essential Responsibilities The Applications Analyst position is a customer-facing role within GE Healthcare IT business whose primary focus is to manage cases as well as instruct and trouble shoot issues as they pertain to the Centricity Practices Solution software. The specialist maintains on time schedules, quality metrics and high customer satisfaction levels.
The primary role of the Application Analyst position is to directly support Centricity Practice Solutions customers in the use of their Applications. The individual will actively participate in a fast paced environment and will assist the team in meeting goals.
Key responsibilities for the Application Analyst include:
- Providing an exceptional customer experience while troubleshooting customer issues via telephone, email, and remote connections.
- Handling of case assignments regarding customer questions and problems within the supported products.
- Recording all problem resolution activities in a timely fashion, and providing all required symptom information when needed for escalation purposes
-Provide multilevel Electronic Medical Record (EMR) Application and Clinical Workflow Support to Customer questions and/or issues
-Provide multilevel Clinical Application support including tools and features of the EMR solution (Encounter Form Editor , Medications Coding, MEL, Observation Terms and Kits, Orders and Problems, Formulary Editor and Formularies, Crystal Reports, Data Symbols, Protocols, Knowledgebase, Sametime, ClearQuest, CRM, etc.)
Qualifications/Requirements - High school diploma/GED
- Minimum 2 years experience working with medical office management and/or practice management software systems
- Minimum of 2 years experience working with Electronic Medical Record software in a clinic/hospital or customer service environment.
- Proficiency with Microsoft Windows Operating Systems (XP/Vista/Windows7) and Microsoft Office applications (Word/Excel, Access/Outlook/PowerPoint).
- Demonstrated experience managing customer issues and concerns in a customer-facing role
- Demonstrated Healthcare knowledge specific to claims, state/federal-billing requirements.
- Demonstrated project and time management skills, plus experience effectively organizing and prioritizing work
- You must be willing to take a drug test
- You must be willing to submit to a background investigation, including for example, verification of your past employment, criminal history, and educational background.
- You must be legally authorized to work in the United States without work sponsorship at the time of hire.
- You must submit your resume through or a job board to be considered for a specific job opening (internal candidates should apply through COS).
- Must be willing to work out of an office located in Plano, TX
Additional Eligibility Qualifications GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
Desired Characteristics - Clinical knowledge and understanding of ICD-9 Codes, CPT Codes, Clinical Content (Form Editors), Crystal Reports, etc
- Bachelor's degree
- 5 or more years comprehensive EMR experience in a clinic/hospital or customer service environment.
- Knowledge of HCFA, HIPAA ,NPI and associated forms/regulations a tremendous plus.
- Superior telephone etiquette and an ability to deal effectively with customers, peers and management.
- Good initiative and assertiveness.
- A strong dedication to quality customer service including strong verbal and written interpersonal and communication skills.
- Strong problem-solving skills and inherent decision-making ability
- Previous or current experience with HL7 Interfaces
- Previous or current experience with Revenue Cycle Management software
- A good working knowledge of the day-to-day operating environment, available tools, operating techniques, and customer applications used in a healthcare environment
- Experience in a telephone driven customer service or help desk role.
- Six Sigma Quality experience (Black Belt/Green Belt Certified)
- Knowledge of Centricity Group Management product
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