Product Specialist II - Application Consultant (Remote)

Title: Product Specialist II

Business Unit: Enterprise Health

Job Location: Remote/Office

FLSA Status: FT/Exempt

Salary Range: Varies with experience

Hours: Normal business hours

Report to: Director of Account Management

Objective

Product Specialists provide application support to Enterprise Health/MIE customers across all product lines. This team acts as the central customer service team for all existing clients. Our customers rely on the Product Specialist to answer questions about our applications, escalate priority issues, and provide ongoing training to their users. This team provides consultation and project management for Electronic Medical Records (EMR) optimizations, process optimizations, as well as process consulting.

Responsibilities may include: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Consult customer on EMR optimization efforts
• Provide best practices to customers to ensure success with the EMR
• Perform complex configurations to achieve workflow efficiencies
• Provide an exceptional customer experience in every interaction
• Provide training to client users during deployment to alleviate the training burden from the project team and build the relationship with the support team before going live (thus improving the transition away from the project team) to ensure consistency in how we train on our product
• Provide ongoing product education for existing customers
• Escalate of bug fixes to appropriate staff
• Take initiative and maximize all opportunities to grow personal knowledge of the application for the purpose of providing all customers with the most up to date and accurate information
• Assist the deployment team with some onboarding tasks
• Requires up to 10% of travel

Qualifications

• Must be an enthusiastic problem solver who loves technology and people
• 2+ years of experience providing customer service / support to commercial clients
• Experience using and troubleshooting business applications
• Effective written and verbal communication
• Ability to clearly communicate with professional clients at all levels of their organization
• Strong organizational skills
• Oral presentation and training skills, and public speaking experience
• Computer literate with experience in using MS Office Suite, internet, e­mail, and browser-­based applications
• Ability to travel on occasion (generally less than 10%), and may include international travel and trade shows
• Eligibility to work in the United States
• Ability to pass Criminal Background Checks

Education/Certifications required

• Obtain applicable product certifications within 90 days of hire
• Applications to be determined at time of hire

Physical/Mental Requirements

• Walking, standing, bending, stooping, reaching, moderate lifting, and carrying (up to thirty (30) pounds).
• Full range of body motion including manual and finger dexterity and eye-hand coordination.
• Requires corrected vision and hearing to normal range.
• Ability to sit at a computer workstation for extended periods of time.
• Occasional need to stand for long periods of time.
• Ability to focus on detail and accuracy of work product.
• Work is performed primarily in a non-smoking office environment, though travel may expose employees to inclement weather conditions.
• Valid Driver's License and willingness to travel to various work and meeting locations.
• Insurable under the Company’s policy for driving and proof of personal vehicle insurance.
• Occasional high stress may be experienced in dealing with staff and clients.

Performance measures for this position will be based on the following criteria:

• Quarterly customer satisfaction survey results
• 360 review process completed by team members and leadership

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

MIE/Enterprise Health is an equal opportunity employer. Working for MIE/Enterprise Health is about joining a culture of openness, collaboration, trust, and the invitation and expectation to have a voice. We strive to continually lead with our values and beliefs that enable everyone at MIE/Enterprise Health to develop their potential, bring their full self to the workplace, and engage in a workplace of diversity and inclusion.