Issue Resolution Specialist – Account Coordinator
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Job Description
Issue Resolution Specialist managing DHA’s Issue Resolution Process for DoD Electronic Health Record. Collaborating with teams and connecting end users to ensure smooth operations.
Responsibilities:
- Manage the Defense Health Agency’s (DHA) Issue Resolution Process and the MHS GENESIS Account Provisioning process
- Connect End Users with Cerner AMS and TMI in validating configuration changes
- Serve as an Enterprise consultant on workstream processes
- Liaise between the Site, DHA, HI, implementation teams, GSC, Tier 3, and DHMSM
- Monitor and manage Service Now Dashboards and MTF Visual Task Boards
- Communicate ticket resolutions to end-users, Account Coordinators, MHS GENESIS Trainers, and staff
- Assist end users with following enterprise system configuration change request and service interruption reporting standard operating procedures
- Assess, monitor, and report status of EHR helpdesk tickets
- Coordinate local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff
- Collaborate with DHA and Defense Health Network (DHN) Health Informatics (HI) staff on high priority issues impacting the MTF
- Manage MHS GENESIS end-user profiles and roles
- Coordinate and schedule training sessions, including ILT and CBTs
- Track and manage training rosters and user role assignments
- Troubleshoot common end-user account and role issues
- Collaborate with Solution Owners, Trainers, and Peer Experts to optimize MHS GENESIS roles
- Submit GSC tickets to create, modify, and manage end-user accounts
- Verify end-user roles and responsibilities
- Evaluate end-user duties to identify specialized bolt-on privileges
- Assign and coordinate required MHS GENESIS end user training
- Troubleshoot functionality problems related to their MHS GENESIS account
- Identify, evaluate, and provide feedback to contract managers on issues or improvements.
Requirements:
- An associate's degree is required, with a Bachelor's degree preferred.
- 5 years’ experience as an Issue Resolution Specialist/Account Coordinator or similar
- DoD Public Trust – be able to obtain through our company (Pass background check)
- Excellent interpersonal skills-verbal, written and spoken.
- Proficient in Microsoft Office Suite (Word, Excel and Outlook)
Benefits:
- Competitive pay
- Medical, dental, vision, life, and disability insurance
- Voluntary benefit programs (critical illness, hospital, and accident)
- Health savings and flexible spending accounts
- Retirement 401K plan
- Paid leave programs
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