REMOTE Intermediate Clinical Support Analyst to act as point-of-contact, triage multi-channel support requests for OceanMD E-Referrals platforms - SOW20250

S.i. Systems enterprise client is seeking a REMOTE - EMR Clinical Support Analyst to act as point-of-contact, triage multi-channel support requests for OceanMD E-Referrals platforms - SOW20250304MB3.

12 month contract + extensions

REMOTE - must live in Canada and observe PST hours

Max hourly rate $33.20 - $37.25 as a T4 contractor

MUST HAVE SKILLS:

• · Proven experience in providing Tier 1/2 technical support for healthcare / clinical software applications
• · Strong understanding of the technical aspects of EMR system configuration and integration
• you have worked for an EMR vendor, or,
• you have direct experience supporting the Ocean platform
• · Strong problem-solving skills with the ability to troubleshoot and resolve complex technical issues
• · Familiarity with health care IT systems, workflows, and terminology
• · Experience conducting training sessions or providing ongoing user support
• · Ability to communicate complex technical information clearly to non-technical users
• · Strong organizational skills, with the ability to track and document support issues, resolutions, and trends
• · Proficiency in multi-channel support (web portal, phone, and email inquiries)

NICE TO HAVE SKILLS:

• MOA (Medical Office Administrator) experience
• BC Health Authority experience
• OceanMD eReferral experience
• tech writing

JOB DUTIES:

· Act as the point of contact for any technical support needs for Digital Referrals and Orders (DRO) deployments, such as Ocean eReferrals

· Triage multi-channel support requests, including web portal, phone, and email inquiries

· Engage directly with health-care sites and clinical staff to resolve technical issues and/or answer questions

· Facilitate EMR configuration technical sessions with health-care sites to configure their EMR system

· Offer ongoing training support post-go-live to ensure that clinic staff can effectively use the platform

· Assist clinics in troubleshooting and resolving system-related issues during and after implementation

· Identify recurring technical issues and escalate them to higher-level support for resolution

· Track and document support issues to identify trends and provide insights for ongoing system improvement

· Maintain up-to-date records of technical issues and resolutions

· Gather feedback from clinic staff regarding system usability and challenges encountered

· Use feedback to improve the support process and inform the development of future training materials

· Foster positive relationships with clinical sites to ensure a high level of satisfaction and system adoption

· Support in onboarding new health-care sites for digital referrals and orders, as required