Issue Resolution Specialist – Account Coordinator

Role Overview

• Manage the Defense Health Agency’s (DHA) Issue Resolution Process and the MHS GENESIS Account Provisioning process
• 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 resolutions to end-users, Account Coordinators, MHS GENESIS Trainers, and staff
• Assist end users with following enterprise system configuration change request and service interruption reporting standard operating procedures
• Assess, monitor, and report status of EHR helpdesk tickets
• Coordinate local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff
• Collaborate 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
• Evaluate end-user duties to identify specialized bolt-on privileges
• Assign and coordinate required MHS GENESIS end user training
• Troubleshoot functionality problems related to their MHS GENESIS account
• Identify, evaluate, and provide feedback to contract managers on issues or improvements.

Requirements

• An associate's degree is required, with a Bachelor's degree preferred.
• 5 years’ experience as an Issue Resolution Specialist/Account Coordinator or similar
• DoD Public Trust – be able to obtain through our company (Pass background check)
• Excellent interpersonal skills-verbal, written and spoken.
• Proficient in Microsoft Office Suite (Word, Excel and Outlook)

Benefits

• Competitive pay
• Medical, dental, vision, life, and disability insurance
• Voluntary benefit programs (critical illness, hospital, and accident)
• Health savings and flexible spending accounts
• Retirement 401K plan
• Paid leave programs