OIS® Service Analyst
We compensate for excellence!
TELCOR Inc, a nationally recognized innovator in the health care informatics industry, is looking for an energetic, focused, motivated team member to work as a Service Analyst providing excellent customer care for TELCOR’s Outreach Information System® product line customers.
Along with the exciting, challenging and rewarding aspects of the position, TELCOR offers the opportunity to branch out of a traditional work setting and into an environment where an individual is valued, encouraged to grow and is a contributor to the future development of the company.
The TELCOR Outreach Information System
TELCOR’s Outreach Information System® applications (Revenue Cycle Management and Lab Outreach Business Pro) are designed to provide labs with billing and business management tools to help them grow their business. These products allow labs to effectively compete, improve operational efficiency, improve communication between the department and providers and promote compliance. These product lines primarily target clinical, pathology, molecular, public health/environmental and outreach labs and include the following solutions:
- Remote client order entry/medical necessity checking
- Comprehensive result reporting
- Outreach program-specific rules and pricing processing
- Complete set of regulatory-compliance tools
- Ongoing profitability analysis
- Revolutionary billing information system
OIS Service Analyst Responsibilities
Internal Operations
- Provide staff with assistance solving problems and answer inquiries regarding OIS applications, train staff to work with OIS applications
- Develop and/or maintain internal documentation for TELCOR OIS applications
- Develop and maintain OIS product line knowledge
- Develop and maintain standards, guidelines and specifications for OIS applications
- Maintain and update OIS processes and procedures
- Recommend new or modifications of internal processes to serve new purposes, improve workflow, customer satisfaction and product quality and determine requirements to execute
- Develop, maintain and update documentation and updates for reference manuals and documents
- Gather and organize information on problems and/or procedures
- Analyze data and develop solutions or alternative methods of proceeding
- Collaborate with others in the organization to ensure successful solutions for problems
- Participate in all necessary OIS meetings and follow all OIS processes and procedures
- Continue education and professional development
- Ensure all customer billable milestones for add-on projects and work orders are communicated to management
- Participate in the on-call rotation for customer service
Customer Care
- Provide and promote service excellence
- Answer customer inquiries regarding OIS applications
- Provide customers with assistance for OIS application related problems and ensure that customer has knowledge and tools to function as independently as possible
- Confer with customers regarding the nature of the question, problem or case to address
- Evaluate customer satisfaction and recommend improvements
- Assist with configuration of OIS applications to meet customer goals and workflow requirements
- Assist with install and/or updates of OIS applications following TELCOR procedures
- Develop and/or maintain TELCOR customer documentation
- Evaluate and determine requirements needed to set up or alter processes or system configurations
- Notify OIS Management of new business opportunities
- Confer with customers and management to establish requirements for new OIS applications and/or enhancement requests
- Train customers to work with OIS applications
- Provide customer service, including troubleshooting at customer sites remotely and onsite
- Prepare and deliver monthly Customer Service Statements for each active customer or as applicable
- Prepare and delivery quarterly Compliance Service data for each applicable customer
- Read reference manuals, confer with customers and/or conduct troubleshooting to investigate and resolve problems or to provide technical assistance and service
- Maintain records of communication, problems and remedial actions taken or installation activities; follow case tracking, service activity and OIS service procedures
- Refer critical application problems to management
Desired Skills and Experience
The ideal candidate would have:
- MT, MLT with medical informatics experience
- MT, MLT with health care accounting/medical billing experience
- Experience with clinical and/or billing information systems
- Experience in the development and deployment of customer training and training materials
- Experience in writing test plans and execution of those test plans for software
- Excellent communication skills, both verbal and written
- Strong customer service skills
- Strong problem resolution skills
- Workflow analysis skills
- Experience with HL7
Requirements
- Degree in clinical healthcare field or accounting
- Experience in the medical/clinical environment (must be well versed in medical terminology)
- Experience with documentation of procedures
- Prefer direct experience with implementation and/or support of clinical information systems
- Experience with workflow analysis, data analysis and testing
- PC literate; must know Windows operating system environments and Office tools (e.g., Word, Excel)
- Must be able to travel to customer sites for implementation activities when required
TELCOR Benefits and Compensation
- Open work environment
- Company-provided amenities
- Competitive salary
- Group insurance:
- Dental
- Medical
- Life
- Disability
- Identity theft
- 401(k) profit-sharing plan
- 100% vested at 1 full month of employment
- 401(k) employer matching
- Cafeteria plan
- H.S.A. and H.S.A. company contributions
- 10 days paid vacation with increased vacation accrual after 2 years of employment
- 7 personal days
- Paid holidays
- Continuing education reimbursement
- Professional certification reimbursement
TELCOR is an Equal Opportunity Employer.