POSITION FOCUS

The Principal Interface Engineer position focuses on training, resolve common and complex errors, resolves interface web tickets, perform setup for end-users of varying technical knowledge, building, implementing, and supporting software customer workflow components as requested. Working with the Development, QA and Support teams to best serve our customers.

• Consistently provide Best in Class customer service utilizing HDI standards.
• Adhere to best practices as established within Deliver Health.
• Meet and contribute to customer satisfaction goals
• Customer-in focus
• Collaborate with Internal and external resources
• Provide customer Ad hoc training to internal and external customers
• The position requires a customer-focused, self-motivated, and detailed-oriented individual
• Ability to multi-task in a fast-paced environment
• Act as an interface escalation resource for support, implementations and other interface team members
• Self-driven learner, open to continuous learning approach
• Problem solving/creative thinking mindset
• Solution driven thinking
• Develop internal and external technical documents
• Responsible with team knowledge transfer
• Builds upon problem resolution management
• Builds, Implements, and supports software customer workflow components

PRINCIPAL DUTIES

• Work with internal and external customers to build and maintain interfaces for all Deliver Health Customers.
• When required, build custom interfaces and custom filters
• Monitors, manages, and documents all actions and solutions into a Deliver Health ticketing system
• Maintains knowledge of current software versions and known issues
• Responsible for monitoring ticketing system and processing customer/internal user submitted emails to that system
• Resolves or directs issue to the correct staff member for resolution, including escalation to management or engaging other departments.
• Responsible for completing all required learning events and training.
• Provides training for partners and end-customers as needed
• Perform other duties or projects as assigned

KNOWLEDGE, SKILLS AND QUALIFICATIONS

Minimum 5+ years’ experience in a technical environment, working in the healthcare industry, customer support role.

Must be proficient in back-end process and workflow for specific platform

Required Skills:

• Effective and professional communications skills
• Strong critical thinking and problem-solving skills
• Dependable and punctual
• Positive attitude
• Work well under pressure
• Good interpersonal skills and exceptional customer service skills
• Detail oriented, understands and works well with varying standards and processes

Must be an expert with and have strong problems solving skills with the following:

• Windows 11 or higher
• Platform-specific knowledge
• Workflow
• Configuration
• Templates
• Reports
• MS Office
• Online Collaboration tools
• Deliver Health ticketing system
• Networking and network topology as implemented within a business or medical environment
• Database Knowledge (SQL/Oracle/Access)
• Middleware/Interfacing systems (EMR Interfaces)

Must be proficient in one or more programming languages as required by platform:

• XML
• SQL Scripting
• RTF
• HTML
• HL7

EDUCATION

• Associates College/University degree in Computer Science or a minimum of 5 years’ relevant work experience
• Relevant Certifications considered an asset

Originally posted on Himalayas