Issue Resolution Specialist / Account Coordinator Hybrid

Great Hill Solutions is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is the federal government contracting business wholly owned by the Seneca Nation. SNG meets mission-critical needs of federal civilian, defense, and intelligence community customers across a variety of domains. The SNG portfolio receives shared services support from its parent company Seneca Holdings and is comprised of multiple companies that participate in the Small Business Administration 8(a) program. To learn more visit www.senecanationgroup.com and follow us on LinkedIn.

The Seneca Nation Group companies offer competitive compensation and a strong benefits package including comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family. We pride ourselves on our collaborative work environment and culture which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Great Hill Solutions is seeking a highly motivated and detail-oriented Account Coordinator and Issue Resolution Specialist Hybrid to support the implementation and sustainment of the Military Health System GENESIS (MHS GENESIS) systems on our MHSG IRRMSS West contract. This role requires a strong understanding of healthcare IT, excellent problem-solving skills, and a commitment to providing exceptional customer service.

Location: Whiteman Air Force Base 

Position Responsibilities:

Account Coordination:

• 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
• Assist with preparing instructional aids and materials
• Verify end-user roles and responsibilities to ensure correct MHS GENESIS My Experience roles are assigned
• Evaluate end-user duties to identify specialized bolt-on privileges

Issue Resolution:

• Coordinate with enterprise partners on optimization collaboration efforts
• Partner with Cerner AMS and TMI in validating configuration changes
• Partner with DHMSM, TMI, and EUE on Block upgrades and change configuration
• Serve as an Enterprise consultant on workstream processes
• Assist in establishing the site Informatics Steering Committee
• Facilitate and participate in Site Informatics Steering Committee activities
• Support upgrade activities, business process adoption, and report/metrics activities
• Liaise between the Site, DHA, HI, implementation teams, GSC, Tier 3, and DHMSM
• Manage, coordinate, and maintain all local GSC tickets
• Collaborate with local MTF, Solution Owners, Super Users, and HI on troubleshooting technical issues
• Communicate ticket resolution to end-users, Account Coordinators, MHS GENESIS Trainers, and staff
• Coordinate and facilitate Peer Expert meetings
• Perform MHS GENESIS application support prior to update implementation

Minimum Qualifications:

• Ability to provide on-site support during regular business hours, Monday through Friday
• US Citizen with ability to obtain Public Trust Clearance
• Bachelor’s Degree and minimum of 3 years overall MHS GENESIS project experience. Degree may be substituted if requisite experience/skills can be demonstrated
• Strong understanding of healthcare IT and electronic health records (EHR)
• Excellent problem-solving and analytical skills
• Strong organizational and time management skills
• Excellent communication (verbal and written) and interpersonal skills
• Ability to work independently and as part of a team 
• Experience with ticketing systems and issue resolution processes
• Knowledge of training and instructional design principles
• Experience with Microsoft Office Suite

Desired Qualifications:

• Understanding and comprehension of the inner workings of hospital activities, environments, systems
• Strong experience with business processes, workflows and information management within medical facilities
• Knowledge of various specialized areas of health care management and EHR
• Experience with hands-on support of clinical training, tools, and systems in various settings (military and/or commercial)