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.
The primary purpose of this role is to:
- Provide higher-level Health care application support to customers via the telephone and/or Internet (e.g., instant message, email)
- Assess the nature of product or service issues and resolves extremely technical or sophisticated support problems
- Maintain a log of product issues and convey customer feedback to product development staff
- Provide regular guidance and mentoring to internal Support Team Members; and Key Interface to cross-functional internal stake-holders (Management, R&D, Support, Services, etc.) on important product issues that impact multiple clients
- Provide clients with workflow consultation and assist with build of clinical applications.
Responsibilities
- Interact with customers to help troubleshoot and resolve highly complex product problems or issues that do not have standard documented solutions
- Provide clients with workflow consultation and assist with build of clinical applications.
- Identify critical issues that may impact all clients, provide proactive communications, product fixes and subsequent uploads
- Take lead on identifying and resolving
- Patient Safety Issues- working directly with R&D, Solutions Management, Legal and other teams across the business
- Senior subject matter expert providing advice to management relating to risks, determining our ability to solve issues and the immediate impact to the client's business
- Participate in Release roll-out, taking the point in the beta process to validate the quality and viability of our software releases
- Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.
- Track and document inbound support requests and ensure proper notation of customer problems or issues
- Document problems and solutions to train lower-level support on how to properly address customer or product problems
- Communicate with product development department to improve on current design or to identify possible problems with design
- Stay abreast of current technology in products, design changes, and new products offered.
- May travel to client site in order to resolve extremely complex customer and product issues
- Scope of the number of clients working with and relative size Strategic Accounts Team, National Accounts Team - problem solving on the fly
Qualifications
Academic and Professional Qualifications:
- Bachelors Degree in computer science/IT or relevant work experience
Experience:
- Health Information Technology experience required
- 7+ years experience with healthcare products in a support, development or consultancy environment, of which 5-7 years experience is in developing or supporting EMR products and a demonstrated competence in functional or technical components of the assigned products
- Experience with Paragon required
- Experience with SQL reports/queries preferred
- Excellent client facing skills with the ability to thrive in a highly critical, complex environment
- Clinical experience a plus
Travel requirements:
- Minimal travel may be required in the future
- Working arrangements:
- Able and willing to work on 'shifts' or to be on an 'after hours' rotation
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.
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