ZOLL Data Systems is a leading digital health technology company servicing the needs of medics, firefighters, and other lifesavers. Our healthcare cloud-based technology solutions lead the industry in providing mission critical service to industries that provide life-saving services.  We have the resources and stability of a large company, but the nimbleness, ambition, and determination of a startup, because we used to be one.  Our vision is to improve lives through transformational People and Products.  

The Technical Onboarding Specialist is a role responsible for coordinating and driving the successful deployment, implementation, configuration and training, in tight partnership with a customer, of ZOLL software products.   A successful onboarding journey of the customer will result in effective and continued use of the products and services purchased. 

The Technical Onboarding Specialist will engage directly with assigned customers in close cooperation with the onboarding project management team to successfully onboard the ZOLL Care Exchange HL7 software suite as well as other solutions.  Deployment of the software will occur on-prem, with customer-provided hardware and networks with a successful outcome exchanging patient healthcare information between organizations.  The Technical Onboarding Specialist will communicate with customers, review their requirements and achieve the customer’s desired outcome using recurring project meetings, project plans, and coordinating company resources to support achieving goals.

The Technical Onboarding Specialist will align with the company standard to design, develop and enhance customer documentation and training for these services.

Responsibilities: 

• Reports to the Manager of Onboarding, within the ZOLL Customer Success and Operations (CSO) Organization
• Partners closely with other CSO departments, such as Project Management, App Hosting and Customer Success, to follow processes and protocols for delivering quality solutions to our clients:
  • Includes installing software on customer premises, establishing internet connectivity, defining and configuring HL7 data exchange and training users
  • Study and examine customer specific requirements of ZOLL, adapt or propose solutions and vet them through to completion
  • Provide feedback to Software Engineering, Systems Engineering, and Product Manager(s) related to perfecting, increasing, and balancing the work efficacy and functionality of the systems and programs offered
• Represents the company in a professional and competent manner as a corporate citizen to the customer
• Manages project deliverables, client expectations and strives to Deliver Excellence.
• Will develop trusting, dependable internal and external relationships
• Provides input into project plans through the Project Management Office
• While projects often involve project managers, the Onboarding Specialist will occasionally manage projects individually through proper planning, resource scheduling and completing tasks to achieve successful project outcomes. Such tasks may include:
  • Meeting regularly with customers to advance project goals
  • Coordinates Meetings Independently
  • Attends meetings scheduled by project managers
  • Drives meetings with a prescribed agenda
  • Sends up follow up meeting notes
• Provides consistent, trusted support to internal and external customers of ZCE and all product(s) in the organization
• Maintaining documentation in Salesforce, JIRA, Confluence and TaskRay (or other project managements software) to assure all implementations are properly documented, updated, identified, searchable, and reportable
• Remain current regarding requirements and functionality of all customer interfaces and apply the needed modifications and recommended methods and procedures of improvements in the organization
• Develop and execute a consistent process of transitioning customer for finance processing when the onboarding has been completed
• May also be engaged in onboarding other ZOLL Products for strategic customers
• Willingly engage in self and professional improvement training utilizing both internal and external training tools and resources
• Executes all other duties as assigned

Experience:

Should possess a bachelor’s degree in computer science or equivalent work experience.  Will have a minimum of 3 years’ experience within  a professional services practice deploying SaaS software with basic project management understanding.  Experience with HL7, and in-hospital interfaces is required.

Computer Skills:

• Moderate experience with SQL, such as select insert, update, delete
• Experience with SQL Server Management Studio
• Experience with installing/removing standard Microsoft Windows services
  • Can make logical deductions based on new unrecognized error messages
  • Can manually install/uninstall Windows Services from command prompt
• Moderate experience with Visual Studio Debugger (search messages/build/trace/view variables)
• Read/Edit XML files
• Read/Edit XSL files
• Read/Edit HL7 v2 messages including ADT, MDM, and ORU
• Moderate experience with networking such as TCP Connectivity and associated troubleshooting commands (ping, telnet, FTP, DNS)
• Basic knowledge of Windows Security, Networking, and Firewalls
• Experience in some of the following: HL7 Routers/Engines (Mirth, Rhapsody, Cloverleaf), EHR (Cerner, EPIC, MediTech, MediPac, AllScripts, McKesson), HL7 standards (v2, CDA/C-CDA, CCD, FHIR)

Dimensions:

• Ability to work independently and demonstrate consistent customer focus
• Ability to work in a project-based environment
• Ability to analyze and make good decisions guided by goals and objectives of ZOLL.
• Recognize the entire scope of an issue and participate objectively towards resolution with other team members
• Ability to travel, as needed
• Maintains presentable personal appearance
• Ability to verbally communicate details and understand parameters of job responsibilities
• Ability to provide written communication using best business practices when composing letters, memorandums, and e-mails to internal and external customers, and vendors
• Ability to read, write and follow specific instructions in both written and verbal form
• Must maintain the highest professional and ethical standards in conducting day-to-day business
• Adheres to all Company HIPAA compliance regulations, business and professional ethics, confidentiality and privacy regulations as outlined in the Corporate Code of Conduct, the Employee Handbook, and Company policies and procedures
• Must adhere to all Company safety, compliance, business ethics, and privacy regulations
• Initiative required to master company/department mission and procedures
• Acts as a team player and interfaces well with employees
• Maintains a high level of confidentiality
• Represents the company in a positive, customer friendly attitude to other employees, clients, agencies, entities and patients
• No supervisory or budget responsibilities