Key skills
Cardiology workflowHospital enterprise workflowCath Lab workflowNuclear Medicine Lab workflowRegistered Cardiovascular Invasive Specialist (RCIS) certificationCertified Nuclear Medicine Technologist (CNMT) certificationPACS AdministrationClinical hospital experienceDICOMHL7Computer network technologyHigh performance computing systemsArchival storage systemsSQL scriptingHTML codingCardiac catheterization laboratory experienceNuclear medicine experienceSQLProduct ManagementCommunication
About this role
Merative is a company focused on healthcare solutions, and they are seeking a Clinical Support Engineer to manage escalated incidents related to product integrations and usability. The role involves resolving customer issues, improving customer experience, and training support teams while ensuring effective communication and issue resolution.
Responsibilities:
- Interact with customer, Merge, and third-party resources to define, prioritize, investigate and resolve customer issues
- Follow department procedures on managing and escalating customer issues
- Provide regular updates to customers on outstanding issues
- Proactively look for ways to improve not only the product but the customer experience and will be responsible for providing an exceptional level of customer service
- Be an advocate for the customer on issues of functionality, usability, and performance
- Be an advocate for the customer and Merge Support to Engineering and Product Management on issues of prioritization and serviceability
- Transfer clinical and application knowledge to the members of the L1, L2 and L3 teams. This will be through a combination of one-on-one and group interactions/training, authoring of knowledgebase articles, etc
- Analyze incidents for frequency and trending
- Crisis management, after-hours work, and on-site troubleshooting may be required infrequently to ensure customer satisfaction and issue resolution
- Pursues a program of self-development through the use of selected reading, seminars, and participation in continuing education
- Identifies and communicates possible improvements in the work process for customers and peers
- Performs other duties as assigned by immediate supervisor or upper management
Requirements:
- Degree from a Technical College/University or equivalent experience
- Cath Lab could be an RN or X-ray (ARRT) with certification as a Registered Cardiovascular Invasive Specialist (RCIS) credentialing from Cardiovascular Credentialing International (CCI)
- Nuclear Med - Certified Nuclear Medicine Technologist - CNMT
- Experience in DICOM, HL7, general computer network technology, high performance computing systems, and archival storage systems
- 1 + years of experience in SQL scripting and HTML coding
- Merative Employee Code of Conduct
- Merative Corporate IT Security Policy
- HIPAA Overview: Health Insurance Portability and Accountability Act
- Cybersecurity Awareness
- Merative ITS-POL-001 Corporate Security Policy
- Merative ITS-POL-002 End User Acceptable Use Policy
- Merative PRI-POL-001 Privacy by Design
- WHPS 110 Privacy and Security Supplemental Training
- Bystander Training
- Anti-Bullying Training
- HR-POL-002 Prohibiting Harassment, Bullying and Other Inappropriate Content
- HR-POL-007 Equal Employment Opportunity and Anti-Discrimination Policy
- Merge Healthcare Quality Management System as required by QS-2036 Training Matrix
- BS degree in technical and/or clinical discipline preferred
- 3+ years clinical hospital experience preferred
- Background in Cardiac catheterization laboratory and/or Nuclear medicine
- PACS Administration background is a plus