Descripción de la oferta
Location: Rota, SpainPosition SummaryThe Senior Issue Resolution Specialist/Account Coordinator is a hybrid role that combines the duties of an Issue Resolution Specialist and an Account Coordinator within Hui Huliau Technology Services, a subsidiary of a global federal government contracting firm. The role supports the Defense Health Agency’s (DHA) Issue Resolution Process and the management of MHS GENESIS account provisioning at assigned Military Treatment Facilities (MTF).Key Responsibilities- Issue Resolution Specialist – Manage the DHA Issue Resolution Process at assigned MTF, addressing system content and configuration changes, scheduled and unscheduled service interruptions, and updates that affect end users.- Assist end users with enterprise system configuration change requests and service interruption reporting SOPs.- Assess, monitor, and report status of EHR helpdesk tickets, taking appropriate actions.- Co‑facilitate, record, and publish periodic MTF Informatics Steering Committee (ISC) meeting minutes.- Coordinate local resolution efforts with Account Coordinators, EHR Trainers, IT staff, etc., when appropriate.- Maintain MTF EHR Communications email distribution list.- Analyze, organize, and disseminate information related to periodic EHR system upgrades and application changes.- Ensure end users are informed about service interruption status and collaborate with DHA and DHN health informatics staff on high‑priority issues.- Account Coordinator – Manage the MHS GENESIS account provisioning process at assigned MTF, including end‑user training assignment and coordination.- Attend informational meetings, conference calls, and briefings related to MHS GENESIS roles and account topics.- Request training domain access and submit tickets for MHS GENESIS account creation and provisioning.- Troubleshoot issues related to MHS GENESIS accounts.- Provide feedback to contract managers on issues or improvements.- Conduct presentations during meetings to address MHS GENESIS account provisioning updates and training trends.Additional Responsibilities- Provide surge support in either capacity when required.- Assist with training and onboarding of new staff.- Be available for technical or process‑related questions.- Collaborate closely with Regional Project Managers and Senior Managers to ensure team success.QualificationsSkills & Abilities:- U.S. citizen.- DoD Public Trust eligibility (background check).- Strong interpersonal communication at all levels.- Excellent verbal, written, and spoken skills.- Proficient in Microsoft Office Suite (Word, Excel, Outlook).- Ability to meet SOFA/Agreement conditions for overseas locations.Education & Experience:- High School Diploma required; Associate’s or Bachelor’s degree preferred.- 3+ years of experience as an Issue Resolution Specialist, Account Coordinator, or related role.- Prior experience analyzing business processes and information management for medical organizations.- Knowledge of marketing research, BPR methodologies, activity‑based costing, and functional economic analysis.- Knowledge of health care management specialized areas.- Preferred experience supporting Clinical Information Systems training, tools, software installs/upgrades, classroom preparation, and EHR efforts.- Understanding of hospital technical systems.- Fluent in written and spoken English, including medical terminology.Physical Requirements- Predominantly sedentary office work; ability to use standardoffice equipment and web‑based applications.- Occasional lifting of up to 25 lbs; occasional carrying, pushing, pulling, or moving objects, and climbing stairs.- Repetitive motion of wrists, hands, and fingers.EEO StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.Hui Huliau and its subsidiaries participate in E‑Verify and maintain drug‑free workplaces.#J-18808-Ljbffr
