The Engagement & Support Service Specialist will serve as a Customer Experience Liaison which includes support initiatives to improve customers use of our technology to the fullest potential.

The Engagement & Support Service Specialist will provide daily direct end-user support to patient care coordination teams and business entities on the use of various technology platforms. Overall direct end-user support includes but is not limited to system introduction and maintenance, workflow assessment integration, training, troubleshooting issues and driving key communication.

Essential Functions

  • Provides excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions
  • Guide a comprehensive understanding of external data flows, IT platform features and functions, and user workflows and experience
  • Ensures that service requests, diagnoses, troubleshooting and technical problems and information technology issues related to the technology platforms are resolved in a timely manner
  • Take ownership of internal and external customer incidents and resolve them per cross team guidelines
  • Analyzes complex situations in the clinical environment to resolve technical problems
  • Support End User Training Programs for all levels of care team staff and administration
  • Establish User Creation and Authentication
  • Maintain and or build system organizations and sites
  • Interface with technology partners and vendors as necessary to identify product needs and ensure successful completion of projects
  • Continued Identification and documentation of workflows that are prone to issues and works with end-users to increase knowledge and learning
  • Participates in user acceptance testing on system modifications and release
  • Deploy ongoing support ticket system and telephonic engagement practices
  • Delivers and manages end-use communication on system modifications, releases, scheduled down-time, etc.
  • Manage day to day tasks to ensure timely resolution and customer service goals are met.
  • Other supporting duties, as assigned


  • Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly communication.
  • Demonstrates strong knowledge of technology system through presentation of tools
  • Strong customer service and project management skills
  • Patience, attentiveness and the ability to use positive language
  • Ability to working and foster a collaborative team environment
  • Strong customer service orientation
  • Excellent follow-through and attention to detail
  • Proficient with Microsoft office suite type applications

Required Education

Bachelor's degree in related field

Additional Preferred Qualifications

  • IT Support or Health Care Operations experience
  • Familiarity with health information systems, practice management, and call centers a plus.
  • Customer Service experience
  • Familiarity and understanding of receipt and use of 3rd party data sources