athenaOne Support Specialist - Remote

General Description:

The Virtual OfficeWare athenahealth Support Specialist is responsible for multi level support calls for athenaOne. As well as assisting other members of the team with higher level calls while maintaining at least the closure of 15 calls daily. In addition to day-to-day operation, the support specialist will be responsible for coordinating and executing projects to meet specified deadlines in a high paced, fast environment.

Duties/Responsibilities:

• Provide athenaOne support to external athenahealth customers
• Call center system via phone and email leveraging internal ticketing system
• Accurately scribe processes, procedures, and resolutions in detail
• Document, research, track and resolve customer software issues in a timely manner
• Perform immediate analysis of customer problems and direct the implementation of corrective action to restore function
• Develop technical solutions related to software and setup errors and when needed create or assist in creating workaround procedures
• Monitor issues in a ticketing system and escalate urgent problems requiring more in-depth knowledge to appropriate internal resources according to established procedures
• Continually communicate issue resolution progress to customers and maintain favorable client relationships
• Monitor progress on problem resolution and initiate timely feedback to management and the customer
• Review customer requests contact customers to clarify requests, and ensure that all necessary information is obtained
• Extensive team collaboration
• Demonstrate and support Virtual OfficeWare mission, vision, and values.
• All other duties and responsibilities as assigned

Qualifications:

• 2+ years of athenaOne experience
• Call center experience
• Customer Service experience
• Dynamic interpersonal skills
• Demonstrated proficiency with Microsoft Office Suite (Word, Excel, Outlook)
• Operate with integrity and respect for others

Education:

• Associates degree or equivalent combination of training and experience

Experience:

• athenaCollector / RCM expereince is highly desired
• athenaOne application support experience
• athenaCommunicator knowledge
• Solid experience troubleshooting with athenaOne and athenaClinical / athenaCommunicator / athenaCollector software issues
• Excellent Customer Service Skills
• Strong written and verbal communication skills to communicate with users to resolve software, hardware, and operation issues.
• 3+ years experience with Revenue Cycle Management
• Clinical background with physician practice experience a plus

Virtual OfficeWare (DE), LLC and Virtual Revenue Solutions, offer competitive compensation and benefits plans. VOW and VRS are equal employment opportunity employers. Women and minorities are encouraged to apply.

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