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Associate Site Support Specialist [ROSOIM 003] Roseville, CA

Provides immediate end-user support to patient care and business process teams on basic client questions, problems or malfunctions of KP HealthConnect and related systems. Performs basic hardware and application support and workflow integration and troubleshooting.

Essential Functions:
- Evaluates and resolves, if possible, basic inquiries pertaining to the functional operation of the KP HealthConnect system including other related system implementations and upgrades.
- Responds to simple inquiries and troubleshoots and coordinates resolution of technical problems and information technology issues related to the electronic medical record.
- Consults w/ the supervisor and/or lead when the appropriate course of action is unclear.
- Alerts the client community and team members when a major problem is suspected.
- Follows up on specific inquiries or requests to ensure client satisfaction.
- Reports procedural problems; makes suggestions for improvements.
- Performs related duties as assigned or requested.
- Shares knowledge and learning w/ other Site Support Specialist.

Supervision Received
- Receives direct, but not constant, supervision.
- May require some instruction and guidance from other higher level staff.

Problem Solving and Decision Making
- Identifies first level problems and escalates if necessary.
- Should coordinate w/ more senior Site Support Specialists to proceed w/ course of resolution.

Secondary Functions:
Analyze complex situations in the medical office environment to resolve system workflow problems. Identify and coordinate new processes, system functionality, system changes and enhancements to support clinical information and meet business needs. Provide coaching, training and consulting to end-user and develop to facilitate learning of basic and specialized applications.

Qualifications:

Basic Qualifications:
- Minimum of 1 year of related experience or 2-3 years healthcare operations experience.
- Application and customer support experience preferred.
- AA degree in Computer Science or related field or equivalent work experience.

Schedule: On-Call work will be required on a rotating basis.

++Proficiency testing for KP HealthConnect suites will be required ++

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