Tier 3 Production Support Engineer

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. The Tier 3 Production Support Engineer acts as a technical and consulting resource for moderately complex issues related to the implementation and management of Ontada’s technology products, providing third-level support and ensuring high-quality customer experiences.

Responsibilities:

• Deliver world-class, “white-glove”, customer support experiences, providing clinical application support to customers, peers, and stakeholders
• Research, evaluate, and recommend solutions within the Production environments to improve performance and efficiency
• Logging and management of defects, enhancements and other incident types in Jira
• Reporting and escalation to management, compliance, security, engineering and others as needed
• Take ownership of identified defects and issues in our production and non-production applications that cannot be triaged by other support teams, to replicate and determine the root cause and impact
• Test, validated, and implement new technology solutions and modifications before they become operational and in production
• Perform negative testing in uncommon use-cases on new/beta features to ensure Ontada releases are of the highest quality possible
• Develop and maintain detailed flow charts, work process documents, and appropriate procedures that support the production architecture
• Compile information and data and prepare reports related to Production application(s)
• Assist and participate (along with other teams) in product development ceremonies, contributing to comprehensive implementation and post-production support project plans
• Use the Ontada Incident Management and Major Incident Management processes to resolve third-level incidents as assigned
• Actively maintain and improve personal and technical skills with appropriate materials via books, websites, newsletters, seminars, education and training
• Act as the “Service Owner” of the support model for Ontada Technology Solutions, driving the customer-first mindset and demonstrating your commitment to McKesson LeadRx, iCARE, and Ontada Culture
• Promote effective teamwork among cross-functional teams and provide day to day direction for core team
• Ensure that requirements to internal and external customers are met in a timely and cost-effective manner; solicit feedback from customers to identify opportunities to improve products and/or services; resolve minor conflicts and involve team members in problem resolution
• Maintain an in-depth understanding of Ontada technology solutions and life sciences products with ability to quickly analyze information coming from other teams and work to urgently triage and identify potential root causes
• Maintain a thorough understanding of regulatory requirements and healthcare initiatives in the Community Oncology setting and how Ontada supports these customer needs
• Maintain knowledge of healthcare technology interoperability and Ontada standard integrations; providing analysis of HL7, XML and other interface messaging formats to troubleshoot and resolve interface incidents
• Assist in the development of self-help tools, templates, processes, and protocols and facilitate training on upcoming releases, integrations, enhancements, and defect resolution
• On-call support is required on a rotational basis during the week and on weekends for planned Major or Minor Release Initiatives or unplanned Major Incidents

Requirements:

• Degree or equivalent and typically requires 7+ years of relevant experience
• 4-year Degree in healthcare or related field or equivalent experience
• 4+ years' experience working with/in the iKnowMed Generation 2 EHR application
• 7+ years of experience in Oncology within a clinical, administrative, or supportive role
• Take ownership of complex situations and work within a team environment to resolve issues effectively
• Drive first-time quality results and lead support operations and initiatives
• Exceptional communication skills with ability to articulate technical issues to non-technical personnel (i.e. practice staff and/or patients)
• Superior organizational skills, troubleshooting, attention to detail, and ability to prioritize in a fast-paced environment
• Ability to exercise sound critical thinking and problem-solving skills, executing position responsibilities with autonomy, quickly understanding complex problems and developing solutions to resolve issues expediently
• Thorough knowledge of Regulatory Requirements in Healthcare, including but not limited to CMS requirements such as Medicare Claims Processing, Physician Fee Schedules, and Value Based Care
• Deep understanding of end-to-end clinical and administrative workflows in the Oncology and Hematology settings, including but not limited to Physician documentation, Infusion Nursing, Pharmacy, Laboratory and Medical Billing and Coding
• Experience using, implementing, or supporting clinical workflow in EHR's, Pharmacy Systems, Lab Information Systems, and other clinical systems
• Understanding of Windows operating systems, networking, and basic hardware troubleshooting
• Knowledge of clinical content and codes, as well as interface/integration technologies, including FHIR API, HL7, XML, DFT, and FHIR API
• Knowledge of SQL and Oracle Databases
• Understanding of Electronic Prescribing, Direct Exchange, HIE, HL7 and Smart on FHIR integrations
• On-call support is required on a rotational basis during the week and on weekends for planned Major or Minor Release Initiatives or unplanned Major Incidents
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multi-tasking
• In-the-field Clinical experience in Nursing, Revenue Cycle, Pharmacy, Laboratory, etc., highly desired
• ITIL Certification preferred