Technical Support Specialist (LANES) - Public Health Foundation Enterprises, In

We have a diverse team of healthcare IT experts devoted to solving real-world healthcare problems. We’re looking for a driven, smart, creative, and fun candidate who shares our passion for optimizing the intersection of consumer health, engagement, technology, and innovation.

LANES is a community-based Qualified Health Information Organization (QHIO) whose mission is to improve health care delivery by building a platform that enables cost-effective and secure electronic exchange of patient medical records among public and private health care providers and health plans in the larger Los Angeles region. LANES seeks to make personal health information available when and where it is needed for patient care, safely and securely.

LANES uses the Mirth technology, AWS cloud, Google Big Query, HL-7, and FHIR, to link healthcare organizations and to maintain the core technology infrastructure of the Health Information Organization.  

As Technical Support Specialist, you will play a pivotal role in maintaining, monitoring, operating, troubleshooting, fixing, and improving our technology solutions and services. You will be responding to technical support requests, administering user access, assisting end users, triaging technical support issues, and coordinating resolution with other members of the team. You will need to develop a good understanding of our technology stack and service portfolio to provide Tier 1 and Tier 2 technical support and high-level customer service and communication to our customers.

Special Note: This is a virtual home-based position within Los Angeles and southern California. This position will be required to attend in-person meetings in the Los Angeles area on an as-needed basis, usually at least once per month.

This is a full-time benefitted position.  Employment is provided by Heluna Health.

The pay range for this position is $40.38 to $54.80 per hour.

ESSENTIAL FUNCTIONS

• Processes, reviews, analyzes, triages, resolves, and provides follow-up on technical support requests.
• Identifies patterns in technical support requests.
• Provides Tier 1 and Tier 2 level technical support.
• Troubleshoots, diagnoses, and resolves technical issues within own technical expertise.
• Provides end users with access and assists them with web portal credentials, login, and access needs.
• Escalates technical support requests to appropriate specialty areas.
• Coordinates with multiple teams to resolve issues within service level agreement timeframes.
• Provides and schedules troubleshooting and training sessions with end users.
• Follows current progress in technical support processes and proposes industry best practices for adoption.
• Performs other duties as assigned.

JOB QUALIFICATIONS

• B.S. degree in Computer and Information Sciences, Business Administration, or a related field is required.
• Experience working at a Technical Support Help Desk in a health care organization.

Other Knowledges, Skills, and Abilities

• Excellent analytical, diagnostic, and problem-solving skills.
• Excellent communication and active listening skills.
• Excellent customer service skills.
• Excellent attention to detail.
• Good documentation skills.
• Understanding of HL-7, FHIR, ADT, and other data and messaging standards used in healthcare.
• Understanding of AWS and GCP cloud platforms.
• Experience with databases, SQL, and Google BigQuery.
• Ability to work independently and as part of a team.
• Ability to work with demanding customers and de-escalate stressful situations.
• Ability to prioritize.
• Ability to multitask.
• Attention to information privacy and security.

Certificates/Licenses/Clearances

• A valid California driver’s license, proof of vehicle insurance, and reliable transportation or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.
• Successful background check clearance.

PHYSICAL DEMANDS

Stand     Frequently

Walk     Frequently

Sit             Frequently

Handling / Fingering    Occasionally

Reach Outward     Occasionally

Reach Above Shoulder Occasionally

Climb, Crawl, Kneel, Bend Occasionally

Lift / Carry Occasionally - Up to 25 lbs

Push/Pull Occasionally - Up to 25 lbs

See         Constantly

Taste/ Smell Not Applicable

Not Applicable Not required for essential functions

Occasionally      (0 - 2 hrs/day)

Frequently    (2 - 5 hrs/day)

Constantly            (5+ hrs/day)

WORK ENVIRONMENT

General Office Setting, Indoors Temperature Controlled

It is the policy of Heluna Health to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)