The rewards at Healogics are immense, starting with the important work we do to change patients’ lives. We also understand that meaningful work is hard work, and we are committed to supporting and compensating our employees for the tremendous service they provide.
 

Think you are a great fit? Learn more about this role here:

Healogics is the largest provider of advanced wound care services in the United States, treating more than 300,000 chronic wound patients annually across over 600 sites. With an aging society, obesity and diabetes on the rise, and an uptick in surgical procedures, the number of patients with non-healing wounds that would benefit from expert care is dramatically increasing. As a result, the company is working to provide our differentiated, quality outcomes to as many patients that would benefit through our out-patient clinic partnerships.

The Application Support Specialist will be required to provide end-user support for the EHR, as well as other applications that work in conjunction with i-heal. This individual will be responsible for establishing and maintaining supportive relationships with customers on behalf of the company by taking personal responsibility for each customer contact and by ensuring that all customer requirements and needs are completely met. The individual in this position conveys to the customer a sense of expertise in our tech services and capabilities and serves as an educator to our customers. The Application Support Specialist is also responsible for communicating customer requirements to the production team, in accordance with Healogics’ policies and procedures.

You are responsible for supporting the company vision and mission. Because you will be in contact with current and prospective customers, and you are in a strong position to influence their satisfaction and our company prosperity, this position requires tact, sensitivity, and professionalism.

All Healogics employees must perform their job responsibilities according to all Healogics policies, Hospital policies, as well as to accrediting organizations, federal and state regulation, and to the Centers for Medicare and Medicaid Services (CMS) guidelines, as applicable.

Essential Functions/Responsibilities:  

Acknowledges and appropriately greets and assists every customer in a courteous, efficient and timely manner

Identifies, researches, and resolves customer issues 

Troubleshoot issues within various applications including but not limited to: i-heal EHR, Clinical Optimization application, Decision Support application, etc.

Becomes familiar with available help resources; stay updated on technology changes or problems

Maintains customer records by updating account information

Provides customers with product and service information with professionalism and clear communication 

Receives employee and customer requests by telephone or email, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the requests to the appropriate person

Maintains proficiency in using personal computer, common office equipment and software

Thoroughly logs all customer requests using the incident tracking software

Transfers customer calls to appropriate staff as necessary

Follows-up on customer inquiries in a timely manner if not immediately resolved

Recognizes, documents and alerts the supervisor of trends in customer calls

Recommends process improvements

Be present and visible at the i-heal Help Desk and available to users requiring assistance

Attends all i-heal Help Desk training sessions

Participates as a key team player by supporting operations as needed

Manages time effectively, meets personal goals and works effectively with other members of the IT department

Becomes familiar with and follows company policies and procedures

Adheres to all IS policies

Presents a professional image at all times to customers and vendors

Performs other duties as required

Required Education, Experience and Credentials: 

High school diploma or equivalent (required)

1-3 years of customer service experience

1-3 years of IT experience 

Required Knowledge, Skills and Abilities: 

Effective verbal and written communication skills

Exhibits timely responsiveness and follows-up with customers’ requests 

Ability to work effectively as a team, giving and welcoming feedback

Ability to collect data, establish facts, and draw valid conclusions

Intermediate knowledge of Microsoft Office applications 

Proficient in the use of internet-based applications

Ability to use network diagnostic tools and install and configure operating systems is desired 

Demonstrate professionalism and strong customer service and interpersonal skills

Ability to manage difficult or emotional customer situations and maintain a calm demeanor giving a high priority to customer satisfaction

Ability to multi-task, problem-solve and prioritize in a fast-paced environment with frequent interruptions, sometimes in urgent situations

This range is an estimate, based on potential employee qualifications: education, experience, geography as well as operational needs and other considerations permitted by law. 

If you are a current employee, to submit a job application, you need to apply as an internal candidate in Workday via the “Jobs Hub”.