System Support Analyst
Catholic Charities Diocese of Brooklyn & Queens
Administration
3d ago

Wednesday, September 14, 2016

Reporting to the EHR Manager, the System Support Analyst’s role is to provide technical assistance, support, ongoing maintenance and system development within the organization’s Cerner Community Behavioral Health (CBH) software package (formerly known as Anasazi Software), as well as the related desktop computing and server environment.

This position includes installing, diagnosing, repairing, maintaining, and upgrading the remote desktop setup to optimize workstation performance, including signature pads, insurance card scanners and printing.

The person will also troubleshoot and resolve billing and claiming issues, as well as issues arising related to the use of CBH software (in person, by telephone, or via e-

mail) in a timely and accurate fashion, and provide end-user assistance where required

  • Perform onsite analysis, diagnosis, and resolution of complex billing and clinical system problems for end users, and recommend and implement corrective solutions, including configuration changes, online form design, and offsite technical assistance as needed.
  • Install, configure, test, maintain, monitor, and troubleshoot billing and clinical system setup, as well as desktop and server-
  • side support requests, to provide required CBH service levels.* Collaborate with application support specialists, desktop support staff, LAN technicians / network administrators and others to ensure efficient operation of the company’s CBH computing environment.

  • Receive and respond to incoming calls, pages, and / or e-mails regarding CBH problems.* On a pre-assigned schedule, monitor the CBH SureScripts Medication console and other CBH system performance consoles (Report Server, ANA HQ service).
  • Assist in creating reports from CBH and other systems. Complete data extraction, data transfer, and data formatting processes.
  • Prepare extracted data for analysis and prepare management and statistical reports.* Prepare tests and applications for monitoring performance, and provide performance statistics.

  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring CBH software and related desktop / server operations.
  • Access and utilize eMedNY and other insurance websites to provide quality assurance checking and other technical support as needed.
  • Accurately document instances of CBH support requests and problem resolution status.* If necessary, liaise with third-party support and vendors.
  • Assist in developing long-term strategies and capacity planning for meeting future CBH software and hardware needs, including billing setup and clinical system setup.
  • Assist with training, including preparation of training materials and serving as lead trainer for CBH billing and clinical systems, as needed.
  • Assist in maintaining security accounts and authorized access, including password resets and the creation of new accounts as needed.
  • Other tasks as required and determined by supervisor.
  • High school diploma or GED required.* Associate’s degree (or higher) in the field of accounting / billing systems preferred.
  • CBH (Anasazi Software) expertise preferred.* Excellent technical knowledge of CBH software.* Hands-on troubleshooting experience, with CBH billing and other setup, CBH system logon, the CBH client chart and its interface with CBH billing and accounting systems.
  • Extensive end user support experience with the CBH software and computing environment.* Working technical knowledge of current computer systems, including remote desktop access, and the configuration of the CBH remote desktop client software.
  • Proficiency in Word, Excel and Outlook (Microsoft Office Suite)* Able to read and understand technical manuals and procedural documentation* Ability to conduct logical research into CBH software and hardware-
  • related issues and products as required.* Effective interpersonal skills and relationship-building skills.* Strong written and oral communication skills.

  • Good phone etiquette.* Ability to work in a busy office
  • Ability to present ideas in user-friendly language.* Understanding of the organization’s goals and objectives.* Analytical and problem-
  • solving abilities, with keen attention to detail.* Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-

    pressure environment.* Experience working in a team-oriented, collaborative environment.* Strong customer-service orientation.

  • Ability to sit for extended periods of time.* Dexterity of hands and fingers to operate a computer keyboard.* Lifting and transporting of light to moderately heavy objects, such as signature pads, scanners, computers and peripherals.
  • Familiarity with Boroughs of Brooklyn and Queens.* Must be able to travel to multiple program sites and vendor locations as needed.
  • On-call availability when necessary.
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