Watson Health – Tech Support Analyst & Medical Billing Support – Merge

The newly formed IBM Watson Health business unit is now looking for talented individuals destined to usher in the next era of healthcare. We live in a moment of remarkable change and opportunity. The convergence of data and technology is transforming healthcare and life sciences organizations in every way. New roles are being created that never existed before to meet the demands of this transformation.

Merge, an IBM company, is a leading provider of innovative enterprise imaging, interoperability and clinical solutions that seek to advance healthcare. Merge’s enterprise and cloud-based technologies for image intensive specialties provide access to any image, anywhere, any time. Merge also provides intelligent solutions and software for clinical trials. Visit merge.com and follow us @MergeHealthcare.

Jobs Summary:
We are looking for two types of Technical Support Professionals

Position: Medical Billing Application Support Analyst I

Essential Responsibilities:
We need someone who is passionate about problem solving and can bring innovative solutions to the table. This is a self-directed role where you take control of the support and resolution process.

Owns the customer support experience and resolves customer satisfaction issues

Design & implement solutions to complex technical problems

Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams member

Provides direct input to help continue building the internal and customer facing knowledge base by documenting root cause & solution details for technical support issues AND

Position: Technical Support Analyst

Essential Responsibilities:
Technical Support Analyst is to support our customers by providing remote administration, installation, training & preventative maintenance for Merge Healthcare products.

Takes a self-directed role in the support and resolution of technical issues within the installed base.

Takes inbound calls and makes outbound calls.

Assess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM.

Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems.

Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills.

Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner.

Provides direct input to help continue building the internal and customer facing knowledge base by documenting root cause & solution details for technical support issues.

Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers.

Degree from a Technical College/University or equivalent experience

Strong knowledge of computer hardware such as: workstations, servers & storage devices.

Strong knowledge of workstation & server OS platforms.

Strong knowledge of network infrastructure and communication protocols.

Familiarity with database technologies such as: SQL, DB2 & Oracle.

Strong customer service, documentation & communication skills.

Ability to manage & prioritize multiple work assignments with minimal supervision.

Bachelor’s Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics.

1+ years’ experience using/administering medical information systems such as: RIS, PACS, HIS or EMR solutions.

Understanding of clinical workflow in a medical imaging environment.

Familiarity with DICOM and/or HL-7 standards.

Familiarity with basic scripting languages such as: Bash, Korn, VB, Java & Perl.