Customer Service Analyst (Information Systems)

POSITION SUMMARY: The Customer Service Analyst will assist customers with IT issues. The analyst will work in a fast paced team environment, possessing great analytical, critical thinking, and customer service skills.

1. Resolve Tier 1/Tier 2 level IT support calls/tickets on Genesis specific Infrastructure & Applications
2. Develop in-depth knowledge of the Genesis HealthCare systems environment and routine office systems tools used by our business (e.g. Microsoft Office 2010, Internet, Intranet (Central/SharePoint), VPN, wireless connections, Genesis Network, desktop/portable, printer, telephone, mobile devices (iPhone, iTouch, iPad).
3. Work with the customer and business to diagnose, identify and resolve system and/or customer training issues. Providing responsive, accurate, quality feedback on the issue status and resolution. Work to resolve the majority of calls / inquires on the first customer contact.
4. Assist customers with installation and configuration of all Office and PC peripherals. Acquire the necessary expertise in the installation process.
5. Provide customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing remote communication with the end user.
6. Effectively triage and document calls / inquiries and provide a seamless escalated transition to the appropriate subject matter analysts (or vendor representative), or ticket escalation as needed.
7. Track all support center activity in the IT Service Management System. Insure closure of open tickets / issues both in the Support Center system and with the customer. Should an issue be open for an extended period of time, provide periodic status updates to the customer. Serve as the advocate for the customer to get their question / issue addressed.
8. Ability to work with other IS teams supporting the PCC interface (both one-way and bi-directional) with other applications.
9. Understand the role and impact of clinical, financial and administrative information systems required in support of long term care delivery.
10. Develop a working knowledge of the PointClickCare application and the implementation model and procedures utilized in the Genesis operational, financial and clinical workflows.
11. Participate in quality assurance testing of new software releases and software promotion validation.
12. Ability to test reported issues, recreate them in a non-production environment and report issue to Product vendor.
13. Provide analyst level support for new software releases
14. Become the system expert, for all PointClickCare modules
15. Understand federal and state regulations in order to provide system compliance support.
16. Responsible for following IS department policies and procedures and Genesis HealthCare operational standards and practices as outlined by management.
17. Provide management with the feedback to assist in the improvement of customer service efficiency, externally as well as within the department.
18. Willing to learn while progressing in the position and being faced with new challenges.
19. Performs other duties as requested.
1. Complies with applicable legal requirements, standards, policies and procedures including but not limited to those within the Compliance and Ethics Program, Standard/Code of Conduct, Federal False Claims Act and HIPAA.
2. Participates in required orientation and training programs.
3. Promptly reports concerns and suspected incidences of non-compliance to supervisor, Compliance Liaison or to the Compliance Officer via the Integrity Hotline.
4. Cooperates with monitoring and audit functions and investigations.
5. Participates, as requested, in quality assurance and process improvement activities.



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