Experienced PCC Specalist

Responsibilities

• Manage ticket support and resolution for client business systems such as electronic medical records (EMR), Human Resources and Payroll (HRIS), Financial systems, Marketing systems, and other enterprise applications.
• Complete project task work as required by client projects, including documentation, training, vendor selection support, workflow analysis, requirements analysis and cost analysis.
• Collaborate with internal teams and client stakeholders to ensure project milestones are met on time and within scope.
• Cook up vendor management and contact as required to resolve tickets and escalations in a timely manner.
• Maintain detailed documentation within service tickets, including issue steps, troubleshooting actions taken, and final resolution.
• Communicate project status, risks and issues proactively to the Manager of Business Systems and relevant client contacts.
• Document in each client environment in the Autotask knowledgebase, maintaining accuracy and completeness as environments evolve.
• Develop and maintain project documentation to support knowledge transfer, continuity, and client satisfaction.
• Make recommendations to optimize and best utilize client environment applications, identifying opportunities for efficiency and improved adoption.

Requirements

• Minimum of three (3) years of business analyst support experience in an enterprise environment is required.
• Healthcare experience required; long-term healthcare support experience is a strong plus.
• PointClickCare support experience required.
• Excellent customer service via phone, email and in person.
• Demonstrated experience working with multiple enterprise systems such as EMR, HRIS, financial, and marketing platforms.
• MyUnity, MatrixCare experience a plus.
• Experience in client-facing or customer service roles with a history of professional, high quality support delivery.
• Strong analytical and problem-solving skills with a detail-oriented approach to issue resolution.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders.
• High degree of self-motivation and self-structure; ability to manage competing priorities independently.
• Strong organizational and time management skills in a fast-paced, multi-client environment.
• Collaborative team player who also demonstrates the ability to drive work forward independently.
• Some infrequent travel required.
• Experience in the senior living, long-term care, or healthcare IT sector strongly preferred.
• Managed Services Provider (MSP) environment experience preferred.
• Familiarity with HIPAA and healthcare data privacy requirements.
• Industry-recognized certifications in relevant business systems or IT service management preferred.

Position Expectations

• Within the first 30 days the Business Analyst will be accountable for:
• Beginning to learn and adhere to established policies and standards as defined in The Culture File.
• Beginning to demonstrate familiarity with Parasol-provided tools including Autotask, IT Glue, Slack, and other business systems platforms.
• Beginning to receive positive feedback from clients and team members regarding professionalism, responsiveness, and communication.
• Beginning to demonstrate a working understanding of at least one client business system environment.
• Beginning to demonstrate competency in role responsibilities based on the above metrics while balancing a ticket load of 10-15 tickets.
• Within the first 60 days the Business Analyst will be accountable for:
• Continuing to demonstrate competency in role responsibilities based on the above metrics while managing 15-20 tickets in addition to a project load of 1-5 tasks.
• Independently managing a ticket queue across assigned client business systems with limited oversight.
• Begun contributing to active client projects with defined task ownership.
• Establishing effective working relationships with assigned client vendors and contacts.
• Consistently receiving positive feedback from clients and internal staff regarding professionalism and support quality.
• Begun taking on call shifts on a rotating basis among your team.
• Adhering to change management policy and process.
• Begun demonstrating advanced competency in troubleshooting Business systems:
• Troubleshooting and addressing EMR configuration issues– including engaging the system vendors for support.
• Able to train end users on common issues:
• Resident selection and demographics setup
• Admissions process
• Common reports

Benefits

• Cell phone/internet reimbursement
• Medical, dental, vision, and 401K
• Responsible paid time off
• Certification reimbursement