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Application Support Specialist

Company: Netsmart Technologies
Location: Des Moines
Posted on: January 16, 2020

Job Description:

JOB SUMMARY

The individual will interface with clients to assist with understanding, troubleshooting, and repair of user s solution questions. Will utilize a variety of troubleshooting and telephone support tactics in addition to knowledge of solution capabilities and service delivery workflows to assist clients. The Application Support Specialist is focused on helping the client use the tools within the solution to the best of their capabilities and functionality. The ideal candidate will possess good customer service skills, desktop support and/or service delivery experience and experience with the Netsmart CareRecords (specifically Avatar and Evolv). The candidate must also maintain confidentiality for all company, employee and client information by ensuring compliance to HIPAA guidelines and privacy policies in regards to client and employee information as well as ensuring documentation and computer systems are maintained in a confidential manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

* Interface with end users via phone, email, and online ticketing system to independently diagnose and resolve problems concerning their application function.

* Interact in a pleasant and professional manner with other employees, clients, end-users, agencies, etc.

* Establish and build client relationships through interactions

* Utilizes knowledge of the solution workflows, capabilities, and navigation through options to field basic inquiries. Will review of treatment plans, orphaned areas within the solution, or navigation within the solution to assist.

* Promote a team effort through cooperation and respect for fellow employees.

* Troubleshoot when clients are not able to advance or submit workflows and work with users to correct the issues such as completing fields, deleting areas, etc.

* May assist with creation or maintenance of staff profiles and researching workflows and correcting any profile issues.

* Will be the primary resource for more advanced application inquiries such as questions regarding deleting clients, rerouting services or billing corrections based upon more advance functions.

* Researches service entries or tasks that need updated or functionality turned on within the solution.

* Assist clients with ensuring services or abilities within the tool are applicable by using knowledge of the health and human services fields

* Completes troubleshooting within finance modules to include research on payments, correctly completed fields/screens, billing, where services have been billed, program modifiers, effective dates, contract rates, billing profiles etc.

* Stay up-to-date with technical developments of operational importance to the company and to participate in developing or setting standards as directed.

QUALIFICATIONS

* Minimum 2 years of technical troubleshooting or support experience

* Familiarity with Netsmart CareRecords (Evolv or Avatar) from a client or solution support and or development perspective.

* Previous knowledge with various databases and EMRs.

* Associates Degree in Information Systems, Technology, or equivalent experience

* Experience with Windows Operating systems and Office suite

* Experience with ticket and management systems

* Organization skills to balance and prioritize work

* Highly responsible, self-motivated, and able to work with minimal supervision

* Ability and willingness to learn new skills quickly

* Maintain a positive attitude

Netsmart provides equal employment and advancement opportunities to all individuals. Employment decisions at Netsmart will be based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, physical or mental disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Netsmart complies with any applicable state and local laws governing nondiscrimination in employment.

Keywords: Netsmart Technologies, Des Moines , Application Support Specialist, Other , Des Moines, Iowa

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