Support and Education Specialist

Extended Care Information Network, Inc. ('ECIN') is a leading provider of software solutions and consulting resources that improve hospital Case Management operations. Our web-based solutions include Utilization Management, Discharge Planning and Case Management systems that assist hospitals in streamlining case management work-flow, increasing productivity, improving patient throughput and reducing LOS. Founded by healthcare professionals, ECIN?s products and services are utilized by hundreds of hospitals and health systems nation-wide, including many of the leading healthcare providers in the country.

ECIN is currently expanding our organization?and we are seeking an energetic, self-motivating? professional?to aggressively and effectively manage the?support functions.? The ideal candidate will be comfortable answering phones and doing multiple tasks. This person?must be able to work independently and be self-motivated in a team environment.??This person must be able to work consistently without requiring constant supervision and take initiative to generate new ideas to improve department operations and have excellent follow-up and organizational skills with attention to details.

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ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES

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The primary responsibility of the Support & Education Specialist is to have a thorough understanding of all ECIN products so you are able to respond to the needs of our clients. The position will also include interaction with co-workers regarding product and technical questions.

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Functions

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????? Maintain thorough understanding of all ECIN products

????? Manage provider support that includes training and on-going support.

????? Responsible for one designated territory, but willing to assist training for clients in all territories. May require travel for on-site training to providers.

????? Provided technical solutions to clients and ECIN employees via telephone and email.

????? Provide and develop troubleshooting and problem solving skills.

????? Communicate client updates and escalate issues to ECIN associates when appropriate.

????? Provide after hours coverage and weekend on-call support

????? Monitor and assist in delivery of faxes

????? Answer and log ECIN Call Center calls

????? Assist Project Managers with 1:1 consulting for new hospital clients

????? Assist with testing of new products and features

????? Document issues and their resolution

????? Assist with Support projects as needed

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Working Conditions

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??????? Moves intermittently during working hours.

??????? Is subject to frequent interruptions.

??????? Stressful environment

??????? Fast paced/high energy

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Education and Work Experience

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????? College Degree, required

????? Customer Service skills

????? Healthcare environment experience a plus

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Specific Requirements

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??????? Must be able to read, write, speak, and understand the English language.

??????? Possess the ability to work independently and be self-motivated in a team environment.

??????? Must be knowledgeable of the Internet and Microsoft Office Tools.

??????? Strong sense of ownership and good follow through skills required.

??????? Strong organizational, troubleshooting and problem solving skills required.

??????? Ability to work consistently without requiring constant supervision and take initiative to generate new ideas to improve department operations.

??????? Excellent organizational skills with an attention for detail and ability to handle and prioritize multiple tasks at the same time.

??????? Willingness to travel up to 15% and ability to secure credit card.

??????? Must have a good sense of humor, patience and a positive attitude.

??????? Strong communication and interpersonal skills.

??????? Must drive, have a current driver?s license.

??????? Must be able to work after hours to include nights, weekends, and holidays.



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If you are interested in applying please forward your resume to jobs@extendedcare.com .

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Due to the high volume of applications please NO PHONE CALLS.

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EOE.