McKesson

Tier 2 Production Support Analyst

McKesson

full-time

Posted on:

Location Type: Hybrid

Location: The Woodlands • Texas • United States

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Salary

💰 $71,300 - $118,800 per year

About the role

  • Deliver world-class, “white-glove”, customer support experiences in a call center environment
  • Act as the “Service Owner” of the support model for Ontada Technology Solutions
  • Maintain an in-depth understanding of Ontada technology solutions and life sciences products
  • Partner with Product, Communications, Education and Customer Success teams
  • Develop a thorough understanding of regulatory requirements and healthcare initiatives
  • Develop in-depth knowledge of healthcare technology interoperability and Ontada standard integrations
  • Providing Major Incident Management support
  • Documenting and escalating issues to Tier 3 support teams
  • Assist in the development of self-help tools, templates, processes, and protocols
  • Facilitate the “Transition to Support” for onboarding of new customers
  • Participate in an On Call Rotation for after hours and weekend coverage

Requirements

  • Degree or equivalent and minimum 2+ years of relevant experience
  • Exceptional communication skills with ability to articulate technical issues to non-technical personnel
  • Superior organizational skills, attention to detail, and ability to prioritize in a fast-paced environment
  • Ability to exercise sound critical thinking and problem-solving skills
  • Thorough knowledge of Regulatory Requirements in Healthcare, Value Based Care initiatives including Merit-based Incentive Payment System (MIPS)
  • Deep understanding of end-to-end clinical and administrative workflows in Oncology and Hematology settings
  • Experience using, implementing, or supporting clinical workflow in EHR's, Pharmacy Systems, Lab Information Systems
  • Understanding of Windows operating systems, networking, and basic hardware troubleshooting
  • Knowledge of interface technologies, including HL7, XML, DFT, among others
Benefits
  • Competitive compensation package
  • Annual bonus opportunities
  • Health insurance
  • Flexible working arrangements
  • Professional development opportunities
  • Paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Major Incident Managementhealthcare technology interoperabilityEHRPharmacy SystemsLab Information SystemsHL7XMLDFTregulatory requirementsclinical workflow
Soft Skills
communication skillsorganizational skillsattention to detailprioritizationcritical thinkingproblem-solvingcustomer supportcollaborationarticulation of technical issuesfast-paced environment