Issue Resolution Specialist / Account Coordinator Hybrid - Seneca Holdings : Job Details

Great Hill Solutions is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is the federal government contracting business wholly owned by the Seneca Nation. SNG meets mission-critical needs of federal civilian, defense, and intelligence community customers across a variety of domains.The SNG portfolio receives shared services support from its parent company Seneca Holdings and is comprised of multiple companies that participate in the Small Business Administration 8(a) program. To learn more visit and follow us on LinkedIn.The Seneca Nation Group companies offer competitive compensation and a strong benefits package including comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family. We pride ourselves on our collaborative work environment and culture which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.Great Hill Solutions is seeking a highly motivated and detail-oriented Account Coordinator and Issue Resolution Specialist Hybrid to support the implementation and sustainment of the Military Health System GENESIS (MHS GENESIS) systems on our MHSG IRRMSS West contract. This role requires a strong understanding of healthcare IT, excellent problem-solving skills, and a commitment to providing exceptional customer service.Location: Whiteman Air Force BasePosition Responsibilities:Account Coordination:Manage MHS GENESIS end-user profiles and rolesCoordinate and schedule training sessions, including ILT and CBTsTrack and manage training rosters and user role assignmentsTroubleshoot common end-user account and role issuesCollaborate with Solution Owners, Trainers, and Peer Experts to optimize MHS GENESIS rolesSubmit GSC tickets to create, modify, and manage end-user accountsAssist with preparing instructional aids and materialsVerify end-user roles and responsibilities to ensure correct MHS GENESIS My Experience roles are assignedEvaluate end-user duties to identify specialized bolt-on privilegesIssue Resolution:Coordinate with enterprise partners on optimization collaboration effortsPartner with Cerner AMS and TMI in validating configuration changesPartner with DHMSM, TMI, and EUE on Block upgrades and change configurationServe as an Enterprise consultant on workstream processesAssist in establishing the site Informatics Steering CommitteeFacilitate and participate in Site Informatics Steering Committee activitiesSupport upgrade activities, business process adoption, and report/metrics activitiesLiaise between the Site, DHA, HI, implementation teams, GSC, Tier 3, and DHMSMManage, coordinate, and maintain all local GSC ticketsCollaborate with local MTF, Solution Owners, Super Users, and HI on troubleshooting technical issuesCommunicate ticket resolution to end-users, Account Coordinators, MHS GENESIS Trainers, and staffCoordinate and facilitate Peer Expert meetingsPerform MHS GENESIS application support prior to update implementationMinimum Qualifications:Ability to provide on-site support during regular business hours, Monday through FridayUS Citizen with ability to obtain Public Trust ClearanceBachelor's Degree and minimum of 3 years overall MHS GENESIS project experience. Degree may be substituted if requisite experience/skills can be demonstratedStrong understanding of healthcare IT and electronic health records (EHR)Excellent problem-solving and analytical skillsStrong organizational and time management skillsExcellent communication (verbal and written) and interpersonal skillsAbility to work independently and as part of a teamExperience with ticketing systems and issue resolution processesKnowledge of training and instructional design principlesExperience with Microsoft Office SuiteDesired Qualifications:Understanding and comprehension of the inner workings of hospital activities, environments, systemsStrong experience with business processes, workflows and information management within medical facilitiesKnowledge of various specialized areas of health care management and EHRExperience with hands-on support of clinical training, tools, and systems in various settings (military and/or commercial)Diversity, Equity & Inclusion Statement:The Seneca Holdings family of companies is committed to building an inclusive work environment that encourages, supports, and celebrates the diversity of our employees. We recognize that an inclusive corporate culture improves how we support our customers and also improves the collective impact we can make in our communities.Equal Opportunity Statement:Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.#J-18808-Ljbffr