Summary:
Hui Huliau Technology Services is seeking an Issue Resolution Specialist/Account Coordinator (Hybrid) to support the National Capital Region Hub. Position is designed to be onsite if you live near an MTF within the NCR. Remote option may be available if you live outside of the National Captiol Region. (NCR)
The Issue Resolution Specialist/Account Coordinator manages the Defense Health Agency’s (DHA) Issue Resolution Process and the MHS GENESIS Account Provisioning process at assigned Defense Health Network Hubs in support of the Department of Defense (DoD) Electronic Health Record (EHR), to include system content and configuration changes, scheduled and unscheduled service interruptions, and updates impacting end users. This includes assignment and coordination of end user MHS GENESIS required training. Attend informational meetings, conference calls and briefings regarding MHS Genesis roles and account related topics.
Principle Duties and Responsibilities include:
- Connect End Users with Cerner AMS and TMI in validating configuration changes
- Serve as an Enterprise consultant on workstream processes
- Liaise between the Site, DHA, HI, implementation teams, GSC, Tier 3, and DHMSM
- Monitor and manage Service Now Dashboards and MTF Visual Task Boards
- Communicate ticket resolution to end-users, Account Coordinators, MHS GENESIS Trainers, and staff
- Assists end users with following enterprise system configuration change request and service interruption reporting standard operating procedures.
- Assesses, monitors, and reports status of EHR helpdesk tickets, taking appropriate actions when necessary.
- Coordinates local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff etc., when appropriate.
- Collaborates with DHA and Defense Health Network (DHN) Health Informatics (HI) staff on high priority issues impacting the MTF.
- Manage MHS GENESIS end-user profiles and roles
- Coordinate and schedule training sessions, including ILT and CBTs
- Track and manage training rosters and user role assignments
- Troubleshoot common end-user account and role issues
- Collaborate with Solution Owners, Trainers, and Peer Experts to optimize MHS GENESIS roles
- Submit GSC tickets to create, modify, and manage end-user accounts
- Verify end-user roles and responsibilities to ensure correct MHS GENESIS My Experience roles are assigned
- Evaluate end-user duties to identify specialized bolt-on privileges
- Assigns and coordinates required MHS GENESIS end user training. Requests training domain access.
- Troubleshoots issues with end users who are experiencing functionality problems related to their MHS GENESIS account.
- Identify, evaluate, and provide feedback to contract managers on issues or improvements.
- Other duties related to above as required.
Skills/Abilities:
- US Citizen
- DoD Public Trust – be able to obtain through our company (Pass background check)
- Able to interact and communicate at all levels
- Excellent interpersonal skills-verbal, written and spoken.
- Proficient in Microsoft Office Suite (Word, Excel and, Outlook)
- Overseas Locations may have additional requirements to meet SOFA status Agreement conditions.
Education and Experience:
- High School Diploma Required.
- Associate’s degree Bachelors preferred.
- 3 years’ experience as an Issue Resolution Specialist/Account Coordinator or similar
Physical Requirements:
- Predominantly Sedentary work. Work is performed in an office environment and requires the ability to operate standard office equipment, keyboards, Web Based Applications such as Procore, electronic spreadsheets and database analysis, outputs, and reporting, virtual data sharing platforms (e.g., SharePoint, Teams, etc.) and other forms of remote work-sharing tools.
- Exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. May also include climbing stairs and walking.
- Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
Hui Huliau and its subsidiaries are participants of E-Verify.
Hui Huliau and its subsidiaries are drug free workplaces.