Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.
***SR TECHNICAL SUPPORT CONSULTANT***
Remote U.S. Role
Altera Sunrise Solution
OVERVIEW
Are you passionate about making a daily impact on others' lives? Do you thrive on solving complex problems? As a Senior Support Consultant at Altera Digital Health, you'll play a pivotal role in supporting patients and hospital staff. You'll diagnose technical and sophisticated application issues, collaborate with hospital IT teams, and engage with developers and vendors to ensure seamless software operation.
RESPONSIBILITIES
Technical Support
Diagnose and resolve complex software issues related to system configuration, product functionality, and bugs/enhancements.
Troubleshoot and repair large production databases using SQL, leveraging expertise in relational database concepts such as indexes, foreign keys, and triggers to ensure safe modifications.
Investigate HL7 Message and Medial Logic Modules (MLM) issues with precision and attention to detail.
Collaboration and Communication
Document issues and customer requests meticulously, following standard operating procedures and meeting SLAs.
Collaborate closely with internal support team members to troubleshoot issues effectively.
Engage with product development and design teams to convey customer feedback and drive continuous improvement in system design.
Communicate with product design teams to identify potential problems and opportunities for enhancement.
Training and Project Management
Develop comprehensive training content for customers and team members to ensure proficiency and knowledge transfer.
Manage special projects as needed, serving as a primary point of contact for escalations and meetings upon request.
Leadership and Initiative
Actively identify opportunities to improve client satisfaction and outcomes.
Take ownership and accountability for positive change, alerting leadership to areas for improvement proactively.
KEY REQUIREMENTS
Academic and Professional Qualifications
Degree or diploma in computer science, information technology, information management, nursing or pharmacy, or equivalent years of experience.
Work Experience
Minimum 5 years’ experience in supporting our Sunrise solution or 5 years of hospital experience as a registered nurse or a clinical pharmacist. Experience should include proficiency in Sunrise clinical documentation, ambulatory, surgery and regulatory to include configuration and troubleshooting issues for our clients.
Advanced level knowledge of relational database and writing SQL query statements to troubleshoot issues and perform modifications.
Experience with HL7, MLM, and Azure would be desirable.
Accountable with strong desire and determination to resolve complex issues with the ability to prioritize and recognize the impact of the issue on patient care.
Strong analytical, research, and time-management skills with meticulous attention to detail.
Excellent communication skills, able to liaise effectively with global development teams and clients.
Self-driven, quick learner, capable of thriving in a dynamic environment.
Committed to provide exceptional customer support with demonstrated ability to effectively handle escalated concerns.
TRAVEL
Occasional travel to client sites to resolve complex customer and product issues.
WORK ARRANGEMENTS
Remote U.S.-based role. Flexibility may be required based on assignment requirements, including occasional after-hours.
Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.
Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:
HR.Recruiting@AlteraHealth.com