Client located in Tennessee is actively looking for an Athena One Subject Matter Expert (SME) to assist with system optimization. The client went live with Athena One in 2020. They are in need of a workflow gap analysis, including current state and future state, with best practice recommendations and streamlined processes across 8 specialties. Following the identification of key areas for improvement, the candidate will be responsible for updating build as applicable, as well as developing workflow documentation, training material creation, and continued education sessions with the user groups.

Requirements:

• Looking for Athena One Specialists with Clinical and or Revenue Cycle experience
• Utilize Athena One software to Support Optimization claims, track payments, and resolve outstanding balances
• Support Clinical physicians and clinicians to troubleshoot EHR issues affecting workflow
• Familiarity with Athena One and its modules is a must
• Technical proficiency in using Athena One - ability to navigate the system efficiently and troubleshoot issues

Start Date: ASAP (MUST have candidate confirmed prior to March 26)
Location: Tennessee (CST)
Hours: Full-Time
Travel: Fully On-Site (Potential for some remote support during documentation phase, but expectation is primarily on-site)
Duration: ~3-6 months with an opportunity for extension, based on findings from workflow gap analysis and build requirements

Currently seeking skilled candidates with strong problem-solving abilities for both full-time and part-time Remote IT Support Agent positions supporting hospital and health system users. Agents must display good interpersonal skills as they interact with users from various hospital departments, including executive levels. Agents must listen to users' technical needs, understand their problems, and implement and document resolution for them.

Responsibilities:

• Deliver remote support to users as the first point of contact for problem resolution.
• Provide remote workstation technical support.
• Troubleshoot hardware, software, and network issues.
• Install and configure software (applications, device drivers, etc.).
• Maintain accurate, detailed descriptions of services performed while on support calls.
• Assist team to monitor ticketing queue, support requests, and document in system.
• Handle help desk escalations needs.
• Establish good relationships with all clients hospitals and colleagues.
• Manage technical documentation.

Requirements:

• Good problem-solving skills
• Excellent written and verbal communication skills
• Attention to detail
• Good interpersonal skills

Preferred Experience:

• 3+ years of experience in IT end-user support
• Certifications preferred. (CompTia, Microsoft, etc.)
• Strong troubleshooting skills
• Microsoft Windows Desktop environment experience
• Microsoft Office 365 environment experience
• Familiarity with HIPAA compliance
• EHR support experience (Epic, Oracle Cerner, MEDITECH)

Schedule:

• Our health system clients operate 24 hours per day 365 days a year.
• Shift work may be required as well as nights and weekends.

Actively seeking an Epic Ambulatory analyst to support day-to-day activities within a client's OCHIN Epic system, including Tier 2 escalation tickets for end-users, Epic department builds, maintenance of Provider Master File, assistance when coordinating new interfaces with third-party vendors (i.e. radiology, lab, etc.), troubleshooting integration engine errors, maintaining and support CareMessage bulk messages, creating and tracking JIRA tickets with OCHIN, and where applicable, assistance with training client Epic support team on workflows as needed.

Requirements:

• Must be willing to work Monday-Friday, 8-5 p.m. PST
• Full-time (40 hours) capacity
• Epic Ambulatory certification. Preference given to candidates who have experience working with OCHIN Epic as well

Details:

• 3-month role to start, with likely long-term extension based on performance
• No on-call required at this time
• No travel requirement. Client is in California, but the role is fully remote

Now seeking a CSM to lead daily operations and oversight of the Epic and technical support service desk for a health system client in New York, serving as a liaison between the client and Stoltenberg Consulting. The CSM role is a hybrid role at the client site in New York City.

Desired Skills:

• ITIL knowledge
• A combination of excellent service management skills and mindset, technical expertise, and effective communication ability to drive continual improvement
• Critical thinking and curiosity to proactively assess current processes and recognize patterns and trends for service optimization opportunities
• Ability to communicate service improvement opportunities, identify baselines and what success looks like (quantitatively), and facilitate optimization progress
• Healthcare end-user support experience

Responsibilities:

• Provide escalation for any service desk ticket or situation
• Participate in regular and impromptu meetings with the client and Stoltenberg to discuss Service Levels, KPIs, or other issues
• Participate in any internal meetings with the client
• Investigate service desk personnel issues and communicate the resolution of the issues with the client
• Backfill for client service management personnel during absences
• Participate in client weekly Change Approval Board meetings
• Participate in client projects for new systems or services as the liaison for Stoltenberg
• Produce reports on Service Level and KPIs as required under the service desk SOW
• Produce daily, weekly, and monthly statistics in regard to the service desk

On-Site Requirements:

• Hybrid role at the client site in New York City
• 8 a.m.- 5 p.m. EST
• On site three days a week, with Wednesdays required (M-W or T-TR)

Job Description

Now seeking well-rounded Epic MyChart Service Desk Agents with experience assisting and supporting end users with Epic application issues for a long-term, full-time, remote engagement. Epic MyChart experience is required. Note: client coverage includes business hours, nights, and weekends in Eastern Time zone.

Responsibilities:

• Answer and manage calls from end users
• Provide daily Tier 1 support to end users on a variety of application issues, escalating to support teams as necessary
• Identify, research, and resolve Epic application issues
• Respond to end-user questions or issues regarding clinical aspects of Epic applications, such as workflow issues, application errors, user access, etc.
• Receive, analyze, and process support requests submitted by end users, like master files and category list modifications, smart lists, text, note support, etc.
• Understand client's latest configurations and changes to Epic modules
• Document, track, and monitor problems to ensure timely resolution

Qualifications:

• Must be well versed in Epic with certification in one or more Epic applications
• Must have Epic MyChart experience
• Build and/or reporting knowledge in Epic is preferred
• Prior experience supporting a hospital, health system or health center is required
• 2 years' experience in an Epic end-user support role, service desk or experience using Epic in a clinical setting for 5+ years
• Prior experience working tickets and day-to-day help desk functions preferred
• Must have strong customer service skills and the ability to troubleshoot and solve problems
• Requires excellent written and oral communication skills
• Excellent multi-tasking skills required
• Quiet home office environment
• High-speed internet required