Clinical Support Specialist – New York City onsite

Job Title

Clinical Support Specialist – New York City onsite

Job Description

533716 Clinical Support Specialist – Onsite New York City

In this position, you will provide clinical application support reporting on site for the Philips Vue PACS platform located at various New York Presbyterian Hospitals.

** this position is located onsite in New York City**

Your role:

• You will be using your expertise in problem identification and issue resolution.
• You will manage escalation coordination and administration.
• You will also provide guidance and training to the service organization as a clinical expert in the area of expertise.
• Your position plays an important role in keeping our knowledge base up to date with current clinical trends.
• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
• Will provide education and training to customers on clinical applications.
• Utilizing excellent interpersonal skills and expert clinical product knowledge, responds to daily customer problems and issues.  
• Resolves customer complaints without the need for team lead intervention.
• Documents troubleshooting and problem resolution steps.
• Takes ownership of application issues and works with technical or development teams to resolve more advanced issues when necessary.
• Provides leadership team with reports of customer sites requiring intervention to address issues caused by customer misuse, abuse, or site conditions.
• Develops Action Plans for Escalations and ensures acceptance from the customer.
• Elevates most severe escalations to Senior Leadership for awareness and support.
• Conducts root cause analysis at the conclusion of escalations and initiates corrective actions to prevent reoccurrence of issues.
• Ensures feedback and safety allegations are submitted as per training on managing customer feedback, as soon as possible but within two business days.
• Develops and delivers knowledge sharing and technical seminars together with the respective BG/market to improve field/remote Specialists productivity and effectiveness.
• Builds productive working relationships.

You're the right fit if:

• 1+ years of PACS implementation desired
• AART/ASRT certifications desired 
• Degree in an IT related field or equivalent
• Strong analytical capabilities
• Ability to work effectively under pressure to a tight deadline
• Aptitude to define actions plans to execute issue resolution
• Strong team player / strong collaborator
• Strong knowledge of various hospital workflows 
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Read more about our employee benefits.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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