Ophthalmic Implementation & Support Representative are responsible for ongoing support for Medflow and EyeMD EMR users.
Ophthalmic Implementation & Support Representative will provide technical and clinical support to system end users by gathering user steps/data, diagnosing issues, documenting the details, troubleshooting to the extent possible and providing resolution steps. This role will follow established procedures for documenting tickets and escalating to other resources in the company, as needed. As the primary company representative, it is imperative that employees in this position provide clear, friendly and timely written (typed) and verbal communications to all users.
Responsibilities
- Delivers technical and clinical service and support to Medflow and EyeMD EMR users using the Client Support phone system and online ticket tracking tools.
- Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Effectively listens to clients and gathers information from clients when evaluating and analyzing the problem or feature request
- Researches required information using available resources and provides a quality response
- Escalates issues as needed to team members, using appropriate escalation channels
- Works with partners/third party vendors to diagnose/troubleshoot client issues, as needed
- Follows established processes and procedures
- Identifies and escalates priority issues appropriately
- Accurately records client interactions using company ticket tracking tools
- Provides excellent client service and follows-up with clients as necessary
- Understands Medflow and EyeMD EMR system functionality and tools
- Stays current with system information, changes and updates
- Proactively seeks information, training, and assistance, as needed, to perform job functions
- Collaborates, shares, and assists teammates to build personal and team competencies and meet client's needs
- Assists with sales, training, and implementation tasks, as needed
- Additional duties as deemed necessary by management.
Required Qualifications
- 1+ years of experience in a support or related position.
- Experience working in an eye care (optometry or ophthalmology) practice, or optical store is a plus.
- Familiarity with privacy regulations, specifically HIPAA.
- Ability to interact effectively with both, non-technical and highly technical users.
- Willingness to research and figure out complex software issues.
- Familiarity with troubleshooting methodologies.
- Ability to work independently.
- Excellent written and verbal communication skills.
Preferred Qualifications
- Strong interpersonal skills
- Familiarity with Flexsys FlexOptical is beneficial.
- Familiarity with Autotask is beneficial.
EXEMPT/NON-EXEMPT Non-Exempt
EOE STATEMENT
We 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.
WAGE/SALARY : TBD based on experience
Job Types: Full-time, Part-time
Pay: $55,000.00 - $80,000.00 per year
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Ophthalmology: 1 year (Preferred)
Work Location: Remote