The Application Analyst Clinical Communications is responsible for effective management of the Voalte Application. This position will work closely with hospital and Clinical Communications support teams in order to provide best in class service to users. The position supports products and continuous efforts to improve patient care and increase productivity using latest mobile devices, technologies, and communication strategies.
This position is responsible for a complex Healthcare System application environment that changes rapidly to meet the changing requirements of a growing enterprise of applications.
The Application Analyst Clinical Communications encompasses the following job duties:
Develops a strong understanding of the entire Voalte solution including technical architecture and product offerings.
Develops strong, long-lasting end-user relationships, which are referenceable, including increasing adoption, ensuring retention, driving overall satisfaction and renewal of software and service for the Healthcare System.
Assists other Voalte departments and resources with all aspects of the Voalte deployment, including communication, coordination, and provisioning.
Working with cross-functional teams, which include hospital points of contact and Voalte teams such as; Technical Support, Project Management, Logistics, System Engineering, Product Development, Area Sales Managers, and Customer Success Managers.
Communicates with various departments to raise awareness of customer needs, requirements, concerns, and issues and follow through to resolution.
Serves as the primary onsite Voalte subject matter expert at the Healthcare System.
Available for urgent escalations as defined in the assigned Service Level Agreement (SLA).
Assists in identifying and developing best practices for the Voalte solution, management, training, and support. Knowledge of Voalte Web Admin portal with the ability to maintain and edit directory as agreed upon by the assigned hospital.
Understands and communicates the Voalte support process with the ability to assist in resolving/troubleshooting issues (pulling logs, replicating issues, documenting findings, etc.).
Track and trend Voalte issues to institute process improvements where possible to reduce issue escalations.
Provides support and planning during upgrades and completes proper testing/validation of new feature sets.
Primary back up for Connexall administrator including training, support, and communication with vendor and business.
Minimum Qualifications: Requirements - Required and/or Preferred
Requires Bachelor s degree. Experience may be substituted for education on a year for year basis.
Requires 3-5 years of equivalent combination of education and applicable work experience in healthcare or IT within a customer-facing role.
Must have experience supporting and troubleshooting computer hardware and software in healthcare, preferably with nursing point-of-care solutions.
Must possess excellent interpersonal and communication skills and comfortable working with frontline nursing, physicians and point of care support services staff.
General knowledge of systems integration workflow capabilities, requirements, and protocols.
General knowledge of wireless communication systems and protocols.
Must possess adequate organization skills to determine workload priorities and schedules with a service-oriented mindset.
Experience within a software or communications industry desirable.
Practical knowledge of healthcare industry preferred.
Network+ Certification or any other applicable technical certifications would be a differentiator.
Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.