Technology Support Analyst

Company

Compassus

The Technology Support Analyst is responsible for modeling the Compassus values of Compassion, Integrity, Excellence, Teamwork, and Innovation and for promoting the Compassus philosophy, using the 6 Pillars of Success as the foundation. S/he is responsible for upholding the Code of Ethical Conduct and for promoting positive working relationships within the company, among all departments, and all external stakeholders. The Technology Support Analyst role plays a pivotal function in ensuring the seamless operation and optimization of the organization’s Patient Management Software.

Primarily responsible for delivering exceptional end‑user support, this role addresses inquiries, resolves technical issues, and provides invaluable assistance in enhancing the overall user experience. The Technology Support Analyst collaborates closely with project teams, serving as a liaison between team members and functional area management. Additionally, this position involves actively contributing to system performance monitoring, overseeing small to intermediate projects, and coordinating the delivery of new enhancements to users.

Provides responsive and effective end‑user support for the organization’s Patient Management Software, addressing queries, errors, and problems promptly. Responds to inquiries with a meticulous approach, documenting and following through to resolve issues in a timely manner. Assists in creating user documentation and maintaining functional training materials, contributing to the knowledge base for end users. Conducts training sessions in both classroom and web‑based environments.

Assists in the installation of upgrades to Patient Management Software under the direction of a supervisor. Tests enhancements provided by the software vendor to verify correct workflows and process logic. Collaborates with the software vendor to address complex problems, working towards effective resolutions for end users. Establishes timelines and collaborates with various project teams across departments, ensuring alignment with organizational objectives.

Acts as a liaison between team members and functional area management, fostering clear communication channels. Monitors and reports on the performance of systems, proactively identifying areas for improvement. Oversees small and intermediate projects, ensuring timely completion and adherence to project goals. Assists in coordinating the delivery of new enhancements to users, ensuring a smooth integration process. Performs other duties as assigned.

Bachelor’s degree in related field highly preferred. Two (2) to five (5) years of related experience desired. An equivalent combination of education and relevant experience may be considered. Experience in health care and clinical billing systems preferred. Knowledge plus experience with application support and end‑user support in vendor applications preferred.

Mathematical

Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.

Language

Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from leaders, team members, investors, and external parties. Strong written and verbal communications.

Other

Skills and Abilities:

Ability to understand, read, write, and speak English. Articulates and embraces integrated healthcare at home philosophy. Proficiency in Cerner, Desktop, Microsoft Office, LAN, and WAN environments. Must be proficient in Crystal reporting tools. Knowledge of application support.

The demands of this role necessitate a team member to effectively perform essential functions. Adaptations can be made to accommodate team members with disabilities. Regular standing, walking, and manual dexterity are fundamental, along…