Issue Resolution Specialist – Account Coordinator

Seneca Holdings

Issue Resolution Specialist managing DHA’s Issue Resolution Process for DoD Electronic Health Record. Collaborating with teams and connecting end users to ensure smooth operations.

Posted 5/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage the Defense Health Agency’s (DHA) Issue Resolution Process and the MHS GENESIS Account Provisioning process
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
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 impacting the MTF
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
Evaluate end-user duties to identify specialized bolt-on privileges
Assign and coordinate required MHS GENESIS end user training
Troubleshoot functionality problems related to their MHS GENESIS account
Identify, evaluate, and provide feedback to contract managers on issues or improvements.

Requirements

What you’ll need

An associate's degree is required, with a Bachelor's degree preferred.
5 years’ experience as an Issue Resolution Specialist/Account Coordinator or similar
DoD Public Trust – be able to obtain through our company (Pass background check)
Excellent interpersonal skills-verbal, written and spoken.
Proficient in Microsoft Office Suite (Word, Excel and Outlook)

Benefits

Comp & perks

Competitive pay
Medical, dental, vision, life, and disability insurance
Voluntary benefit programs (critical illness, hospital, and accident)
Health savings and flexible spending accounts
Retirement 401K plan
Paid leave programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Issue Resolution ProcessMHS GENESIS Account ProvisioningEHR helpdesk ticket managementend-user account troubleshootingconfiguration change requestservice interruption reportingtraining coordinationuser role assignmentsbolt-on privileges evaluationService Now Dashboards management

Soft Skills

interpersonal skillscommunication skillscollaborationproblem-solvingorganizational skillsconsultationmonitoringreportingtraining facilitationfeedback provision

Certifications

DoD Public Trust