Account Manager

• Manage the Defense Health Agency’s (DHA) Issue Resolution Process and the MHS GENESIS Account Provisioning process at assigned Defense Health Network Hubs
• Assignment and coordination of end user MHS GENESIS required training
• Connect End Users with Cerner AMS and TMI in validating configuration changes
• Serve as an Enterprise consultant on workstream processes
• Liaise between the Site, DHA, HI, implementation teams, GSC, Tier 3, and DHMSM
• Monitor and manage Service Now Dashboards and MTF Visual Task Boards
• Communicate ticket resolutions to end-users, Account Coordinators, MHS GENESIS Trainers, and staff
• Assist end users with following enterprise system configuration change request and service interruption reporting standard operating procedures
• Assess, monitor, and report status of EHR helpdesk tickets, taking appropriate actions when necessary
• Coordinate local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff
• Collaborate with DHA and Defense Health Network (DHN) Health Informatics (HI) staff on high priority issues
• Manage MHS GENESIS end-user profiles and roles
• Coordinate and schedule training sessions, including ILT and CBTs
• Track and manage training rosters and user role assignments
• Troubleshoot common end-user account and role issues
• Collaborate with Solution Owners, Trainers, and Peer Experts to optimize MHS GENESIS roles
• Submit GSC tickets to create, modify, and manage end-user accounts
• Verify end-user roles and responsibilities and evaluate duties to identify specialized bolt-on privileges
• Assign and coordinate required MHS GENESIS end user training and troubleshoot functionality problems
• Identify, evaluate, and provide feedback to contract managers on issues or improvements

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