We compensate for excellence!

TELCOR Inc, a nationally recognized innovator in the healthcare informatics industry, is looking for an energetic, focused, motivated team member to work as an Outreach Analyst providing excellent customer care for TELCOR’s Outreach Information System product line customers.

Along with the exciting, challenging and rewarding aspects of the position, TELCOR offers the opportunity to branch out of a traditional work setting and into an environment where an individual is valued, encouraged to grow and is a contributor to the future development of the company.

THE TELCOR OUTREACH INFORMATION SYSTEM (OIS^®) PRODUCT LINE:

TELCOR’s Outreach Information System applications are designed to assist clinical departments with expanding their services to the outreach market. These products allow clinical departments to effectively compete, improve operational efficiency, improve communication between the department and providers and promote compliance. This product line targets the laboratory outreach business and includes the following solutions:

Remote Client Order Entry/Medical Necessity Checking
Comprehensive Results Reporting
Outreach Program-Specific Rules and Pricing Processing
Complete Set of Regulatory Compliance Tools
Ongoing Profitability Analysis
Revolutionary Billing Information System

OIS SERVICE ANALYST RESPONSIBILIES:

Internal Operations

Provide staff with assistance solving problems and answer inquiries regarding OIS applications, train staff to work with OIS applications
Develop and/or maintain internal documentation for TELCOR OIS applications
Develop and maintain OIS product line knowledge
Develop and maintain standards, guidelines and specifications for OIS applications
Maintain and update OIS processes and procedures
Recommend new or modifications of internal processes to serve new purposes, improve workflow, customer satisfaction and product quality and determine requirements to execute
Develop, maintain and update documentation and updates for reference manuals and documents
Gather and organize information on problems and/or procedures
Analyze data and develop solutions or alternative methods of proceeding
Collaborate with others in the organization to ensure successful solutions for problems
Participate in all necessary OIS meetings and follow all OIS processes and procedures
Continue education and professional development
Ensure all customer billable milestones for add-on projects and work orders are communicated to management
Participate in the on-call rotation for customer service

Customer Care

Provide and promote service excellence
Answer customer inquiries regarding OIS applications
Provide customers with assistance for OIS application related problems and ensure that customer has knowledge and tools to function as independently as possible
Confer with customers regarding the nature of the question, problem or case to address
Evaluate customer satisfaction and recommend improvements
Assist with configuration of OIS applications to meet customer goals and workflow requirements
Assist with install and/or updates of OIS applications following TELCOR procedures
Develop and/or maintain TELCOR customer documentation
Evaluate and determine requirements needed to set up or alter processes or system configurations
Notify OIS Management of new business opportunities
Confer with customers and management to establish requirements for new OIS applications and/or enhancement requests
Train customers to work with OIS applications
Provide customer service, including troubleshooting at customer sites remotely and onsite
Prepare and deliver monthly Customer Service Statements for each active customer or as applicable
Prepare and delivery quarterly Compliance Service data for each applicable customer
Read reference manuals, confer with customers and/or conduct troubleshooting to investigate and resolve problems or to provide technical assistance and service
Maintain records of communication, problems and remedial actions taken or installation activities; follow case tracking, service activity and OIS Service procedures
Refer critical application problems to management

DESIRED SKILLS AND EXPERIENCE:
The ideal candidate would have:

MT, MLT with medical informatics experience
MT, MLT with Healthcare Accounting/Medical Billing experience
Experience with clinical and/or billing information systems
Experience in the development and deployment of customer training and training materials
Experience in writing test plans and execution of those test plans for software
Excellent communication skills, both verbal and written
Strong customer service skills
Strong problem resolution skills
Workflow analysis skills
Experience with HL7

REQUIREMENTS:

Degree in clinical healthcare field or accounting
Experience in the medical/clinical environment (must be well versed in medical terminology)
Experience with documentation of procedures
Prefer direct experience with implementation and/or support of clinical information systems
Experience with workflow analysis, data analysis and testing
PC literate - must know Windows operating system environments and Office tools (e.g., Word, Excel)
Must be able to travel to customer sites for implementation activities when required

TELCOR BENEFITS AND COMPENSATION:

Open Work Environment
Company Provided Amenities
Competitive Salary
Group Insurance:
- Dental
- Medical
- Life
- Disability
- Identity Theft
401(k) Profit Sharing Plan
- 100% Vested at 1 Full Month of Employment
401(k) Employer Matching
Cafeteria Plan
H.S.A. and H.S.A. Company Contributions
10 Days Paid Vacation, Increased Vacation Accrual After 2 Years of Employment
7 Personal Days
Paid Holidays
Continuing Education Reimbursement
Professional Certification Reimbursement

TELCOR is an Equal Opportunity Employer.