JOB SUMMARY:

This position will provide the overall sales leadership for the assigned region/territory. Maximize revenue through face-to-face selling of specific MicroMD products/services to new and current customers in an assigned territory. Works within the sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term account goals in line with company vision and values.

This position requires minimal, limited access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. MicroMD strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

DISCRETION

Has authority to make independent decisions and/or recommendations on matters of significant. Uses initiative and independent judgment when presenting products to clients.

SUPERVISION

Does not have the authority to suggest or recommend the hiring, firing, promotion or any other change of status of other TSMs.

Physical Activities: This position will be working in a home office environment, utilizing typical office equipment. Considerable time management and accountability is required.

Other:Extensive travel required.

QUALIFICATIONS:

ORGANIZATIONAL RELATIONSHIPS:

EOE/M/F/V/D

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB OVERVIEW:

This role is a key member of the Product Management team.  Analyzes competitive market strategies through analysis of related product and market trends. Conducts research to stay abreast of emerging industry and technology trends. Works as a liaison between the development team and the customers (users) in researching and producing technical software design and functional implementation specifications to be used by programmers and testers to develop quality software products for medical healthcare providers.  Responsible for taking complete ownership of projects and follows through on them as they develop through their release.  Projects include upgrading existing software, integrating additional software, and developing new software.

This position requires minimal, limited access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

KEY RESPONSIBILITIES:

• Provides research and analysis on assigned projects to translate business and market requirements into functional requirements.
• Works with the Development team to develop and maintain functional specifications (written documentation that includes use cases, screen designs, and logic/workflow).
• Responsible for proposing, verifying and maintaining feature lists and requirements for assigned projects, ensuring that the feature lists and requirements are understood and acceptable for all stakeholders.
• Participates in the QA incident reviews, Software Development Life Cycle, client advisory board meetings and other applicable meetings for assigned projects.
• Provides guidance and direction to other members of the Product Management team.
• Actively coordinates communication with other departments regarding product launches.

SPECIFIC KNOWLEDGE & SKILLS:

• Four years’ experience in requirements assessment and software development.
• Bachelor’s Degree in Information Technology, related area of Computer Science or the equivalent.
• Medical industry knowledge and two or more years experience in a medical practice or with medical practice management software is desired.
• Understanding of relational databases and SQL.
• Current on new technology within the software industry Customer relations experience.
• Knowledge of the features and functionality of electronic medical records and practice management software products.
• Technical knowledge of application modeling, including scenarios, use cases, screen designs and logic/workflow.
• Business Management or Project Management experience.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB SUMMARY:

Develop and maintain the clinical content and feature specifications of MicroMD, Inc. software products, MicroMD Electronic Medical Records (EMR) and MicroMD Practice Management (PM) Software, and integrated add-on eSERVICES and solutions. Provide clinical and front office/billing expertise and recommendations for product enhancements and new development. Advise and educate internal operational departments, sales team, and resellers on operational, financial, and clinical aspects of the PM and EMR software suite, including clinical and practice management content and the demo database. Develop and maintain functional specifications for MicroMD, Inc. software products. This position requires minimal, limited access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

Travel may be required as needed to the HSMS corporate offices in Boardman, Ohio or to other sites as needed to perform these responsibilities.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

% of Time & Responsibilities

1. 25% Develop and Manage Clinical Content for multiple specialties within the EHR product (i.e. Encounter Templates, Screening and Prevention Templates, Immunization Templates, etc.)
2. 20% Develop and update clinical content for sales demo database – Develop specialty providers/patients and EMR settings. Develop and update content to showcase front desk, administrative, and billing software (PM). Consult with Sales to develop specialty demo scripts for sales purposes and communicate changes to direct and reseller sales teams.
3. 15% Participates in design walkthroughs to review product design with representatives from other internal HSMS departments and ensure the product meets the end user’s needs with a high-quality look, feel, functionality and operational, financial, and clinical workflow needs.
4. 15% Develops and maintains functional specifications (written documentation that includes use cases, screen/UI designs, logic/workflow, etc.) for assigned projects to provide the Development and Quality Assurance (QA) teams with sufficient functional specifications for development and testing by doing the following.
   1. Works closely with Product Management, Development, Product Management, Client Support, Sales, Data Services, QA teams, 3rd Party Vendors, Clients, Other Henry Schein Divisions Conducts and participates in brainstorming meetings with feature team and others.
   2. Conducts and participates in functional specification reviews with feature team and other members of Development to make sure the specifications are clearly understood and agreed upon by all participants.
5. 15% Participate in Voice of Client initiatives to gather feedback on currently industry best practices for practice operational, financial, and clinical workflows
6. 5% Assist with development and preparation for Regulatory Certifications and client presentations, sales demos/client presentations when clinical expertise is requested.
7. 5% Participates in special projects and performs other duties as assigned

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. MicroMD strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

DISCRETION

This position has the authority to make independent decisions and/or recommendations on matters of significant importance based on exercise of discretion and independent judgment. This individual must think creatively to add useful functionality to the MicroMD Suite of products.

SUPERVISION

Does not supervise other team members.

SCOPE

This position affects the look and feel of software changes and enhancements that are implemented; and the productivity of Development; which affects the success and profitability of HSMS software products.

PHYSICAL ACTIVITIES

This position will be working in an office environment, utilizing typical office equipment.

QUALIFICATIONS:

Education/ Experience:

• Minimum Associates Degree or equivalent experience required
• Two years medical software experience required
• Proficiency with the internet, MS Word, Excel, Go to Meeting/Webinar, etc.
• Experience in the medical field and/or physician practice, hospital, or clinic required with deep knowledge of best practice workflows, processes, procedures, as well as significant experience with how those workflows are managed within Practice Management (PM) and Electronic Medical Record (EMR) software. A minimum of 5 years as a licensed healthcare provider, physician’s assistant, or practice manager/administrator is preferred.

Specialized Knowledge and Skills: • Strong analytical, problem-solving, time management and organization skills

• Superior people skills and executive level communication skills
• Strong leadership skills
• Medical/Clinical workflow knowledge
• Medical billing knowledge
• A quick learner and ability to adapt to a fast-paced work environment
• Capacity to work independently and take ownership to solve problems
• Must possess superior written and verbal communication skills with the ability to make clear, compelling and value-focused sales presentations
• A strong work ethic and goal-oriented attitude
• Provider licensure including PA, NP, RN, LPN, Clinical Data Analyst or Practice Administrator or Practice Manager designations preferred; proficient computer skills required related to PM and EMR software, as well as other office software (MS Office)

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB OVERVIEW:

This position is responsible for serving as a go-to resource for new customers during the onboarding process, as well as for the training specialists.  Supervise a team of training specialists working with new and existing customers to drive increased adoption and renewal of products and services and advocate actual and anticipated needs of the customer within the Company. Responsible for managing customer health and building value for both the customer and Company to surpass customer expectations at every touch point. Work toward and assist in the achievement of individual, team, and department goals.

KEY RESPONSIBILITIES:

• Build on the client relationship that was developed during the sales process by learning customer goals, needs and initiatives, and providing value in all interactions
• Serve as the primary point of contact for new customers during onboarding, looping in other teams as needed to deliver exceptional service
• Ensure customers progress through onboarding in a timely manner to achieve rapid time-to-value with their purchase
• Proactively uncover opportunities and work with Manager to increase adoption and utilization, while also promoting solution services options
• Track ownership of client records and data in department project management tool.
• Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and customer satisfaction.
• Monitor onboarding metrics for number of days from start to revenue recognition.  Work with Manager to remove bottlenecks and challenges preventing timely revenue recognition.
• Work with Manager to continue to build out and develop a Customer Success Department with regards to onboarding, adoption, retention, expansion and advocacy.
• Ensure training specialists have necessary training, education, tools and mentorship needed to be successful.
• Facilitate customer escalation resolution as needed.

SPECIFIC KNOWLEDGE & SKILLS:

• Continue to build skills as a customer success professional, and regularly share best practices with the rest of the team
• Medical practice management and clinical experience preferred
• Proficient in MS Office (PowerPoint, Excel, Word) and MS Exchange
• Exceptional written and verbal communication skills
• Previous supervisor experience preferred
• Experience using a CRM or like solution to track customer data
• Background in leading cross-functional teams on customer-facing projects
• Able to quickly develop solid customer relationships over the phone
• Ability to successfully balance proactive and reactive tasks, and adjust priorities on the fly
• Exercises good judgement on customer escalations
• Practices the highest standard of business ethics

GENERAL SKILLS & COMPETENCIES:

• Good management skills and ability to motivate teams
• Good verbal and written communication skills and ability to resolve disputes effectively
• Good presentation and public speaking skills
• Good decision making, analysis and problem-solving skills with ability to multi-task
• Ability to learn applicable computer systems and other business required competencies
• Understand financial information that impacts department
• Ability to plan and coordinate successful projects
• Communicate effectively with team(s)

MINIMUM WORK EXPERIENCE:

Typically, 4 or more years of related support experience; 3 or more years of supervisory experience, ideally in a Software as a Service (SaaS) or an IT Managed Services organization.

PREFERRED EDUCATION:

Typically, a Bachelor’s Degree or global equivalent in related discipline.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Remote office environment. No special physical demands required.

SCOPE:

Typically supervise salaried staff on day-to-day activities to complete assignments using established procedures and policies within a section(s) of a department. Management reviews work to measure meeting of objectives.

COMPLEXITY:

Follow established practices and procedures in analyzing situations or data from which answers can be readily obtained. Handle routine problems and escalate more complex problems. Focus on a single process or multiple tasks that are closely related to a single objective. Extensive knowledge about the position(s) being supervised.

STRATEGY:

Focused on how to implement management’s decisions through the work of staff. Carry out policies and procedures passed down from management.

SUPERVISION:

Provide immediate supervision to training specialist staff typically performing continuous routine activities and assign tasks, check work at frequent intervals and maintain schedules.  Portion of time normally spent performing individual tasks related to the sub-unit.

INTERACTION:

Interact daily with subordinate staff, customers and/or functional peer groups. Interaction normally involves exchange or presentation of factual information.

MANAGEMENT DUTIES:

Typically, does not hire, terminate, or promote without Manager and/or Director approval, but may have input into the decision-making process. Decisions on salary increases, performance reviews, disciplinary actions, etc. are reviewed by more senior management

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB SUMMARY:

The primary function of this position is to provide support services in resolving client interfacing issues escalated from the Client Services Support area.  This position mentors and educates Client Services Support Specialists to enhance their skills in the triage and trouble-shooting of client interfacing issues. Consulting with Data Services\Level 2 Interface Specialists and \ or Data Services Team Lead as needed in resolving client interfacing issues.

Additionally providing support of the timely completion of assigned interface orders for implementation and delivery.  This includes working with the interfacing partner and client and consulting other Data Services Team members as needed during the implementation process.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

1. 45 % Support

• Monitors and addresses items from the Interface support queue as a level 1 support.
• All interface and devices support items.
• Assist and educate Levels 1 & 2 Support Specialists.
• Documents support items.
• Perform interface updates when required.

2. 40 % MicroMD PM Interface implementations

• Implementation of data specific items such as data conversions from one system to another.
• Support the implementation, go-live and training as needed of newly implemented interfaces with clients.
• Interface go live testing with interfacing partner (VAR’s do this with their clients)
• PM specific installs/setup/configurations
• EMR specific installs/setup/configurations
• Lab Interfaces
• Compendium updates

3. 5 % MicroMD EMR interface implementations

• EMR Device install
• EMR Device setup \ configure
• EMR Device integration verification working as expected

4. 5 % Additional responsibilities:

• Manage assigned implementation projects.
• Establish and grow working relationships with interfacing partners.
• Participate as a resource for other HSMS departments
• Participate in meetings and communications of Client Services.
• Participate in meetings and communications of Data Services.
• Work with HSMS Network Team as needed with hosted clients implementing interfaces.

5. 5 % Participates in special projects and performs other duties as required

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including World Wide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

DISCRETION

The employee must exercise discretion with respect to matters of significance as opposed to daily routine decisions. The exercise of discretion does not include the use of skill in applying techniques, procedures, or specific standards.

Discretion may be:

• making a decision to depart from prescribed standards or permitted tolerances;
• making decisions that affect the operational policies of the employee’s department;
• making decisions in connection with negotiations where the individual is given “reasonable latitude” in carrying on those discussions, which are binding on the employer;
• formulating recommendations, even if management must review and accept the recommendation prior to implementation;
• formulating or participating in the development of policy for the business unit; or
• broad authority to commit the employer in substantial respects financially.

SUPERVISION

This position does not supervise others.

Physical Activities:

This position will be working 100% remote.

QUALIFICATIONS:

• Associates Degree (computer \ information technology area)
• Ability to demonstrate triaging and trouble-shooting skills
• Relational Database understanding / knowledge

Experience:

• Computer or data entry related position – 1 Year
• Relational Database – 1 Year

Specialized Knowledge and Skills:

• MicroMD EMR
• MicroMD PM
• Basic Networking and File System Management knowledge
• MS SQL Server skills
• Working in a remote environment

Apply Now

JOB SUMMARY:

This position works closely with and is a mentor to Data Specialist team members. Manages the assigning of Data Services work orders to team members to ensure timely delivery of orders. Reviews and evaluates requests for new interfaces, integrations and other data related exchanges with HSMS products. Assists with all Data Services support call escalations. Actively participates in the growth of HSMS Data Services by exploring new revenue source possibilities. Acts as backup for other Data Services Specialists team members when required. Provides advanced support services to Client Support Specialists. This position works closely with the Project Management department to ensure timely implementation of new HSMS clients.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

1. 45% Team Lead Responsibility

• Provide leadership and guidance to Data and Client Services Specialists
• Testing and evaluation of the Level Team and individual performance
• Technical reviewing of new requests prior to submission to development
• Oversee the design and development of new services provided by Data Services
• Document delivery of orders for invoicing
• Analyze and identify trends in issue reporting and devising preventive solutions
• Mentoring Data and Support Specialists on software problem solving analysis and resolution, feedback to management for employee performance evaluations
• Utilize available tools to increase call efficiency and accuracy. Performing trouble shooting, diagnostics, customization to meet service levels
• Encourage sharing of knowledge between team members and other areas of Client Services
• Extend the knowledge base to an extensive collection of documents, including answers to call drivers, procedural documentation, release notes, tips and tricks
• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
• Demonstrate applied knowledge of Support tools by utilizing them to find answers to customer issues and efficiently document all customer contact
• Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
• Exceed customer expectations with outstanding customer service
• Demonstrate a sense of urgency to the queue, customers, and business objectives
• Demonstrate efficient multi-tasking skills to balance all aspects of call flow and additional assigned duties and responsibilities, completing each in a timely manner
• Demonstrate strong knowledge of the products
• Provide Manager with Weekly Status Report

JOB DESCRIPTION

2. 20% Maintain Effective call ownership

• Regularly provide call resolution
• Maintain regular and continuing contact with customer on ongoing issues until resolution is reached
• Regularly review open call logs, update notes, and make reach out calls as needed to research and resolve ongoing issues and provide superior customer service
• Concisely documenting customer calls/emails, inquiries and resolutions into company support system.
• Testing and reporting errors and bugs
• Learn and demonstrate understanding of liability issues when provided advanced support and how to properly address these issues

3. 20% Perform sales and implementation support as assigned by the data services manager

• Perform data conversions
• Create and train on custom reports
• Assist with creation of sales and marketing information as required

4. 10% Proactively work to improve self, team, department, product, and company

• Prioritize time and complete all assigned tasks while maintaining a high level of productivity
• Demonstrate strong knowledge of and follow department and company policies and procedures
• Maintain communication with Product Management and Product Development to ensure consistency across departments
• Maintain communication with Project Management on new client implementations requiring Data Services.
• Maintain up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures
• Lead weekly meetings with Data Services Team to review open orders, issues and ongoing projects
• Develop and implement processes to enhance productivity and reduce inefficiencies
• Understand and contribute to team, department, and company goals
• Continually improve personal knowledge, skills, and abilities
• Submit suggestions for team, department, product, and company improvements
• Demonstrate an ability to maintain effective and professional communications with customers and coworkers
• Act as a mentor to assigned specialist; allow trainees to monitor your calls side-by-side, and provide side-by-side call assistance for fellow TSM’s
• Act as a mentor to assigned specialist; allow trainees to monitor your GTA session or monitor with GTA
• Provide continued education for fellow TSM’s
• Explore and work toward future career opportunities within Support and the Company

5. 5% Participates in special projects and performs other duties as assigned

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including World Wide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

DISCRETION

The employee must exercise discretion with respect to matters of significance as opposed to daily routine decisions. The exercise of discretion does not include the use of skill in applying techniques, procedures, or specific standards.

Discretion may be:

• making a decision to depart from prescribed standards or permitted tolerances;
• making decisions that affect the operational policies of the employee’s department;
• making decisions in connection with negotiations where the individual is given “reasonable latitude” in carrying on those discussions, which are binding on the employer;
• formulating recommendations, even if management must review and accept the recommendation prior to implementation;
• formulating or participating in the development of policy for the business unit; or
• broad authority to commit the employer in substantial respects financially.

SUPERVISION

This position supervises the Data Services Specialists and Support Specialists.

SCOPE

Identify training opportunities for revenue for clients for advanced system functions conducted by Support. Prioritize Client Issues/Resolutions tied to outstanding receivables to gain client commitment to pay.

Maintain high client satisfaction with Support as the client is paying their maintenance for quality Support.

Physical Activities:

This position will be working in an office environment, utilizing typical office equipment.

QUALIFICATIONS:

Experience:

• Knowledge of SQL queries
• Database work
• 10 completed client projects
• High school diploma or general education degree (GED); or three to five years related experience and/or training; or equivalent combination of education and experience
• Must have 2 years experience or equivalency as a HSMS Software Support 3 Specialist
• Previous experience with strong focus on customer service
• Ability to thrive in a high, call volume environment
• Skilled at problem analysis and troubleshooting with high attention to detail
• Excellent written and verbal communication skills

Specialized Knowledge and Skills:

• Must be able to exude confidence of medical practice and clinical management knowledge, and the understanding of a customer’s situation, while working with them implementing a new computer system and assist other TSM’s with same
• Must have experience with relationship databases
• Must have experience with HL7 messaging
• Must be a highly motivated person that can work autonomously as well as being part of a team
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations
• Individual must demonstrate a strong desire for continued education

JOB OVERVIEW:

This position is responsible for executing and tracking results of complex, multi-step marketing campaigns and projects, across multiple communication channels (email, PPC, collateral, product launches, etc.) that effectively represent the company’s brand, products and services to clients and prospects that help generate leads, retain clients, and expand brand recognition and perception.Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

KEY RESPONSIBILITIES:

• Implement a marketing communications plan for an assigned product or business unit. Execution may include creating and editing clear, compelling content, working with staff and 3rd party resources to create campaign elements, secure approvals and manage projects to ensure staff and resources are on time and within budget for target dates. Some high-profile promotional opportunities will have short windows of opportunity.
• Develop, implement, and manage social media strategy and content.
• Develop optimization strategies that increase search engine results rankings.
• Manage generation of education content programs and promotion campaigns as required.
• Write advertising copy, newsletter articles, blogs, email campaigns, and other documents, as well as edit/proof all distributed communications.
• Execute and track promotional and operational communication campaigns to support client retention and revenue generating initiatives.
• Manage Marketing CRM lead sources and incoming lead lists from specific marketing initiatives (eBooks, webinars, etc.), including deployment to appropriate team members for follow up.
• Document marketing metrics and expenses including monthly generated email and campaign metrics, new contacts, marketing leads, and closed deal stats. Capture and document real-time marketing spend to assist with marketing budget. Monitor and report on lead follow up and metrics.
• Execute logistics of national and territory-based events, including tradeshows and other promotional events.
• Maintain and deploy supply inventory for department equipment, including tradeshow booths, promotional items, and printed materials.
• Participate in special projects and perform other duties as assigned.

SPECIFIC KNOWLEDGE AND SKILLS:

• At least two years of related experience building integrated marketing campaigns that produce measurable results in support of revenue objectives with core B2B duties and responsibilities.
• Demonstrated understanding of campaign management strategy as well as demand generation tools, tactics, and processes
• Experience with writing for a software technology company or similar industry
• Digital marketing tools such as SEO, retargeting, Google Analytics and Ads
• Ability to work with product management, direct, inside, VAR and partner sales teams, to build campaign marketing strategies, customer-facing deliverables and execute territory-based marketing tactics including tradeshow and events.
• Ability to use MS Office for tracking and planning
• Ability to handle both planned and rapid-response campaigns as needed
• Experience with marketing automation systems, such as Pardot or HubSpot
• Experience with CRM systems, such as Salesforce or Zoho
• Experience with marketing email software, such as Salesforce Marketing Cloud
• Experience with social media platforms and tools, such as Facebook, Twitter, LinkedIn, and Hootsuite
• Experience with content management systems, such as WordPress
• Experience with Adobe Creative Suite Tools
• Understanding of persuasive marketing communication, product marketing strategy, campaign marketing strategy, lead generation strategy and reporting
• Bachelor’s or higher degree in related discipline highly desired, or equivalent work experience.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB SUMMARY:

As a key member of the Henry Schein Medical Systems, Inc. (MicroMD) management team, the Manager of Financial Accounting provides financial leadership for the division working in alignment with the General Manager, Corporate Executive Leadership, and Corporate Finance, and other operational team managers and staff. This role plans, implements, and manages financial strategies, objectives, budgets, plans, policies, processes, reporting/analytic tools, and internal controls for the division and makes recommendations to senior leadership with the goals of exceeding corporate financial metrics, driving revenue and profitability across the company’s products (Practice Management and EMR software and add-on services and solutions). The role also manages the work and goals of the AP and AR teams and plans and leads various financial, accounting, and cross-functional projects to ensure timely and accurate financial management within current financial and accounting guidelines and regulations, including conformance to GAAP, SEC, and HS Corporate requirements.

This position requires minimal, limited access to client PHI (Personal Health Information) but does have access to employee PHI and such is responsible for protecting both client and employee PHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

20% – Monthly Close & Quarterly Financial Reporting
Lead the monthly close process according to Corporate schedule, including account reconciliations (balance sheet and appropriate revenue accounts) and verify balances are properly recorded in general ledger, gather information necessary to create specific journal entries from a variety of sources including the Office Package, various Excel spreadsheets, QuickBooks, and data from various other sources, recording and posting of entries and generation of monthly statements, including Balance Sheets and Income Statements (both for individual locations and consolidated from Great Plains and Excel), prepare and review monthly management summary financial statements with General Manager, present financial results to General Manager, Corporate Executive Leadership, and Corporate Finance on a monthly basis, prepare and present quarterly reports (including opportunities and issues) for General Manager review prior to submission to Corporate Finance. Submit monthly and quarterly electronic results and forecasts to Corporate Finance for consolidation into Corporate financials, maintains and updates financial reporting files, links, account mappings and forms in Excel, Hyperion, and Great Plains to ensure appropriate information is reported to management for budgeting, actual, and forecasting, prepare periodic integrations of customer, invoice and payment information recorded in the Office Package to Great Plains for updating AR subledger within Great Plains utilizing Excel and occasionally Access, review and modify Office Package reports as needed prior to integration to Great Plains, verify amounts posted to the AR subledger and general ledger to ensure they remain in balance, post all non-cash adjustments/transfers made within the Office Package to Great Plains so that both systems remain in balance.

15% – Accounts Receivable
Manage team performing all Accounts Receivable activities for the division and executes internal control functions to ensure receipt of timely, accurate internal and external payments based on AR goals, including management and monitoring of incoming direct and reseller sales, sales order entry, and order delivery processes to ensure appropriate and timely quoting, revenue recognition, and invoicing, provide support and training to direct sales and resellers for quoting, current and new pricing structures for new and add-on purchase and required order paperwork, issue reseller quotes for new and add-on purchases, issue quotes to direct sales for custom quoted add-on items (i.e. In-house services and solutions, interfaces, custom development, etc.), generate, review, issue, and monitor for payment monthly direct client and reseller invoices, execute collections processes as appropriate, receive and complete payments, review direct and reseller client account information and invoices for accuracy of billing and application of discounts, monitor and resolve customer payment issues, craft and execute plans to minimize uncollectable amounts, audit customer invoices for as-consumed Solutions usage to assure that all customers are invoiced properly in relation to what Solution vendors invoice HSMS, communicate with clients regarding invoicing questions and issues to correct errors, collect outstanding amounts, answer client questions and maintain good working relationships with clients.

15% – Tracking, Reporting, and Analytics
Create and update weekly, monthly, and quarterly reports, capture data, run analytics, and prepare and present financial analysis related to revenue, profitability, forecast, sales quota, commissions, revenue share for core PM & EMR software, recurring fees and services, and 20+ MicroMD add-on solutions and 10+ SolutionsHub solutions, record and report software license usage to various third parties (Microsoft, First Data Bank, AMA/Ingenix, and VisualDx) for compliance with licensing contracts, report and process sales tax returns and payments to state tax authorities, prepares weekly revenue forecast (Flash Report) from invoice information with estimates of changes in revenue accruals to track current period revenue in comparison to budgets and forecasts for the period.

15% – Sales Commission and Bonus Tracking
Manage tracking and payments for direct sales commissions and bonus plans (activity and quota) according to definitions and timing outlined in sales team member compensation plans, serve as resource for questions and resolutions, participate in plan design or adjustments, track, record, and monitor sales quota attainment, bonus achievement, and commission payments data, and report sales recap weekly and prepare monthly commission payments and monthly, quarterly, and annual activity and/or results bonus commissions.

10% – Accounts Payable
Manage team performing all Accounts Payable activities for the division and executes internal control functions to ensure issuance of timely, accurate internal and external payments based on AP goals, including review vendor and staff expenses for payment approval, verification of quantities and prices, recording invoices for payment, payment processing, tracking of check payment information for preparation of monthly account reconciliations, verification and reconciliation of company credit card charges, and calculation, verification, and issuance of periodic revenue share payments to be paid or credited to resellers for buyout programs, electronic claims, and other Solutions revenues.

5% – Bi-Weekly Payroll & Annual Performance Evaluations and Bonuses
Oversee and approve HR managed bi-weekly payroll for local employees, including updating individual’s payroll information, review of hours, generation of payroll, email distribution of payroll stubs, preparation of file necessary for submission to bank for payment. Execution of tax withholding reporting and payment and post payroll entries. Also prepares required tax reports and forms (i.e. Form, 941, state withholding, unemployment, BWC etc.) as required by the taxing authorities. Reviews year end forms completed by outside accountant (W-2, W-3, Form 940, etc.), create and maintain calculation and reporting tools for Annual Performance Reviews, MBO Bonus, and Discretionary Bonus, and review for accuracy before submission for Corporate approvals.

5% – Benefits Selection, Management, and Oversight
In coordination with General Manager and HR, lead and participate in selection of medical and ancillary benefits for local employees, act as primary manager and administrator of local employee 401K plan, and serve as employee resource for benefit setup and questions, including maintenance and update of employee information for insurance and 401(k) reporting and activity, submission of applications, entry of new or updated data for new employees, rate or coverage changes, review invoices for accuracy, update of QuickBooks payroll files, prepares and submits reports for compliance testing for preparation of Form 5500.

5% – Treasury Management
Reconcile daily banking activity reports to validate accuracy of deposits, withdrawals, debits, credits, verify amounts posted to customer accounts agree with the deposits, prepare annual cash forecasts for submission to Corporate for treasury planning, update monthly reporting for actuals and revised forecasts along with variance reporting and perform banking activities, including ACH initiations for payroll and disbursements to and from the company, approve ACH transactions entered by others in the absence of the General Manager.

5% – Annual Budgeting and Long Range Planning
Coordinate with Corporate Finance to confirm budget and long range planning steps, requirements, timing, and approvals, engage internal Operational Team leaders to provide purchase requests and sales, staffing, and expense budgets and forecasts, prepare DRAFT annual budget and monthly financial forecasts, review and refine DRAFT budget with General Manager, prepare, present to Corporate Finance, monitor approval process, and upload budget DRAFTS and final budget to Corporate systems, maintain files utilized in the ongoing preparation and update of budgets and forecasts in Excel by updating with current period information and updating of other information used in calculations of revenues or expenses for future periods.

5% – Special Committees and Projects
Pricing Committee participation to review proposed new pricing and pricing changes and participate in special projects and perform other duties as required

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant and compliant with other data privacy and security requirements. As an organization our goal is to securely maintain our client and employee personal information (PI).

DISCRETION

Position has significant discretion in the setting of accounting policy and in making judgmental accounting estimates. Must show good business judgement in performing analysis, making recommendations to General Manager and other business unit executives.

SUPERVISION

This position will have management responsibility for the AR and AP accounting staff and may hire, terminate, or promote, make salary decisions, increases, performance reviews, disciplinary actions, etc. with approval by the General Manager.

QUALIFICATIONS

:

Experience:
Minimum of 10 years accounting experience, with a focus on Operational Accounting and Budgeting, as well as a minimum 1 year of management or supervisory level experience

Education:
BS in Accounting preferred; Master’s degree a plus, CPA certification desirable

General Knowledge and Skills:

• Strong management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Excellent presentation and public speaking skills
• Excellent independent decision making, analysis and problem solving skills
• Understand and act on financial information that contributes to business profitability
• Ability to plan and manage successful projects; understand available resources, develop timeline, budget, assign tasks and areas of responsibility
• Lead team(s) to achieve company goals in creative and effective ways
• Excellent planning and organizational skills and techniques
• Communicate effectively with senior management
• Good negotiating skills and ability to effectively manage relationships
• Ability to influence, build relationships, understand organizational complexities and manage conflict
• Broad professional and managerial skills with a good understanding of industry practices and company policies and procedures
• Ability to organize and lead teams, including virtual members

Specialized Knowledge and Skills:

• Excellent data management, analysis, and presentation skills
• Expert knowledge of MS Excel
• Strong knowledge (or ability to learn) multiple accounting systems including Great Plains, Hyperion, QuickBooks Payroll System, and proprietary MicroMD Office Package (Order recording, client records, order delivery, product and add-on tracking, invoicing, reporting, item and tax tracking setup, automations, etc.)
• Working knowledge of MS Access, Word, and PowerPoint

OTHER:

Physical Activities:
This position will be working in an office environment, utilizing typical office equipment.

ORGANIZATIONAL RELATIONSHIPS:

Direct Reports: AP and AR Accounting Staff

Organizational Contacts
Internal Contacts: General Manager, Management Team, and Staff

External Contacts: Corporate Executive Leadership, HS Corporate Finance, and Israeli Finance, as well as other Henry Schein divisions, clients, tax consultants, external auditors, banking officials, 3rd party Solution vendors, and resellers

COMPENSATION:

Bonus Program: Metric MBO
Merit Increase Eligibility Yes
Performance Review Form Standard (Professional, Mgr/Supv, DC Lead and Support)
Apply Now
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

JOB SUMMARY:

The Manager of Product Management is responsible for planning and managing the PM, EMR and eSERVICES product line life cycle to optimize products to achieve business goals and meet regulatory requirements, including specifying product requirements and use-requested enhancements for current and future products and versions, conducting market research, engaging clients, vendors and industry experts for input. This role will drive enhancements and releases across the entire development team including programming/development, QA and legal, as well as vendor partners and all operational departments including Client Support, Implementation, Accounting, Sales, Marketing, and Networking/IT.

This position requires minimal, limited access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

50% – Manage Execution of Product Management Projects: With assistance of Program Manager, establish and maintain timelines for product releases and enhancements. Lead the development, approval, training and communication of new products/product versions and their associated customer, operational, system and process impacts to the various internal and external organizations. Serve as facilitator between the various internal and external organizations to ensure product programming, procedures and processes are identified, documented and executed. Lead regularly scheduled meetings (Software Development Life Cycle) centered on system and operational requirements for product changes and new product development. Promote cross-team communication to ensure timeline adherence. Identify the detailed business and high level operational requirements based upon the business requirements and objectives of each product. Monitor internal processes for efficiency and validity pre- and post- product launch/changes. Tasks in this area of responsibility include:

• Maintain and communicate short- and long-term “Product Roadmaps” to document and share incremental improvements, as well as long-term product version releases
• Involvement in product enhancements including UI, and workflow designs
• Work with the development team during the architecture, coding and QA processes to ensure accomplishment of outlined business objectives.
• Partner Management – work to establish new partnerships for business development / eSERVICES revenue enhancement activity. Maintain existing partnerships as needed.
• Provide content and feature and benefit statements for training materials, demo and release notes on new product or service related modifications
• Help in developing pricing strategy for products in conjunction with sales team.
• Support marketing team in creating appropriate rollout campaigns
• Manage process for new product launches to direct sales and VARs and provide them with product information, demonstration and competitive input
• Develop and conduct specialized training on new products launched and raise awareness for all impacted areas
• Engaging internal and external resources to assist in solving client and software problems and provides effective solutions in reaction to the application of concepts, techniques, knowledge, or processes developed to support the new product or product change.
• Manage packaging and promotional opportunities, as well as schedule and run Pricing Committee Meetings, then work with internal departments to ensure implementation appropriate plans related to these items.
• Ensure that product sales are properly captured and invoiced

20% – Serve as Resident Product Expert: Secure and maintain detailed product knowledge, including User Interfaces (UI), device and software interfaces, backend functionality (database, networking, hardware, etc.) and how the products are used in client clinical and financial workflows, conduct product demos as appropriate, train internal staff, outline sales demo enhancements.
10% – Voice of the Client/Industry Monitoring Initiatives: Monitor industry trends and engage internal teams, clients and VARs to secure information to assist in determining and prioritizing product enhancements. Establish and maintain program to regularly gather, share and execute client input; be passionate about the user experience, create detailed product enhancement/release descriptions and work closely with development to translate what user needs, regulatory requirements and differentiators into actionable development specs.
10% – Build and Manage Relationships: Develop and build strong working relations with various internal organizations, including IT, Development, Sales (Direct and VAR), Marketing, Product Development, QA, Documentation and Operations, as well as external contacts, such as regulatory and testing/certification bodies, integration partners, strategic vendor partners and other Henry Schein divisions; also connect other internal and external resources needed for project coordination.
5% – Establish Product Positioning: Perform market assessment and document market requirements for product positioning to determine product demand, positioning, viability, and profitability. Market assessment includes business needs, industry/market trends, regulations, client and vendor input, competitive analysis and problems our software is trying to solve; all with the goal of identifying product launches and enhancements.
5% – Special Projects: Participate in special projects and perform other duties as required.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

DISCRETION

This individual must think creatively to add useful functionality to the MicroMD suite of products.

SUPERVISION

This TSM has does not the authority to hire or fire other TSMs within Product Management, although suggestions and recommendations as to the hiring, firing, promotion or any other change of status of other TSMs within the department is given significant weight.

SCOPE

This position will manage Product Management and lead QA initiatives.

Physical Activities: This position will be working in an office environment, utilizing typical office equipment. Some stress may occur. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and talk and hear. The employee is required to use hands to handle, finger, or feel, reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Some travel is required.

QUALIFICATIONS:

Experience: Requires a four-year degree in bus, programming, sales or mkting with 3 to 5 years of Product Management experience; previous experience in the health care software strongly preferred.

Specialized Knowledge and Skills:

The desired candidates for this role should possess the following characteristics:

• Excellent knowledge of Product Management principles and practices
• Specific knowledge of practice management and EMR software
• Strong knowledge of physician office environment including business and clinical operations
• Budget/financial modeling/forecasting skills
• Excellent oral and written communication
• Strong team building and leadership skills
• Customer centric approach
• Whatever it takes attitude
• Professional appearance and presentation required
• General computer skills and knowledge of software used in running a business
• Ability to write and deliver training courses and materials
• Ability to exercise tact and good interpersonal skills
• Project management skills
• Group facilitation skills
• Time management skills
• Analytical skills
• Problem solving skills
• Ability to be proactive with a sense of urgency
• Ability to read, understand and communicate technical documentation to divergent audiences
• Be a self-starter, a highly motivated person able to work in a fast paced environment that is continually changing

Apply Now

JOB OVERVIEW:

This position is responsible for producing quality software by assisting a software development team in gathering requirements from the business and software users in order to produce specifications for programmers and testers. Validate that resulting software meets the requirements originally collected.

KEY RESPONSIBILITIES:

• Establish a high level of code quality by executing test cases at the acceptance testing level as part of the functional testing or regression testing of the product
• Record defects found and provide sufficient information for the resolution of those defects
• Document test cases in the test management software designed for functional and regression testing of the product
• Assist team members, product management, and technical support in identifying and resolving customer issues and product defects
• Assist user documentation and technical support by assembling and providing concise and accurate information in regards to software functionality
• Provide task decomposition, documentation and estimates in accordance with a basic understanding of the Software Development Life Cycle
• Maintain a proficient knowledge and stay current with trends associated with software testing and quality assurance
• Attend all meetings necessary for the seamless delivery of the product as part of the Software Development Life Cycle

SPECIFIC KNOWLEDGE & SKILLS:

• Basic knowledge of testing tools, test cases, test plans, and test suites
• Basic ability to remain current on new quality assurance processes within the software industry
• Good ability to interpret and execute test cases stored in applicable test management software
• Basic ability to problem solve/diagnose in a technical space
• Basic technical knowledge of broad business areas
• Good knowledge of applicable issue tracking tools
• Ability to keep skills current with changing industry demands as identified by the department training site

GENERAL SKILLS & COMPETENCIES:

• Basic understanding of industry practices
• General proficiency with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem solving skills
• Good verbal and written communication skills
• Basic presentation and public speaking skills
• Basic interpersonal skills
• Developing professional credibility

WORK EXPERIENCE:

Typically 2 to 4 years of related professional experience.

PREFERRED EDUCATION:

Typically a Bachelor’s Degree or global equivalent in related discipline.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

KNOWLEDGE:

Intermediate level professional; developing knowledge within own discipline. Some evaluation, originality or ingenuity required to perform tasks. Frequently apply the fundamental concepts, practices, and procedures of a particular field. Apply company policies and procedures to resolve a variety of issues.

COMPLEXITY:

Work on problems of limited to moderate scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve straightforward problems. Exercise judgment within defined procedures and practice to determine appropriate action. Build productive internal/external working relationships.

SUPERVISION:

Receive a moderate level of instruction on day-to-day work and detailed instruction and guidance on new projects or assignments.

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Apply Now

Location: Boardman, OH

JOB SUMMARY:

Under general supervision, carries out procedures to ensure that all information systems products and services meet minimum organization standards and end-user requirements. Thoroughly tests software to ensure proper operation and freedom from defects. Documents and works to resolve all problems. Reports progress on problem resolution to management. Devises improvements to current procedures and develops models of possible future configurations. Performs work flow analysis and recommends quality improvements. Frequently reports to a Quality Assurance Manager. Applies subject matter knowledge; requires capacity to understand specific needs or requirements to apply skills/knowledge.
This position requires minimal, limited access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

% of Time Responsibilities

1. 40% Exercises repetitive testing procedures on the software, to ensure it meets company and customer expectations
2. 25% Researches, reproduces, and concisely document problems found
3. 20% Reviews product documentation for technical accuracy
4. 10% Administrative tasks
   • – Attend and participate in department meetings
   • – Maintain recording of time in department time sheets for capitalization labor cost reporting
   • – Complete annual worksheet for R&D cost reporting to IRS
5. 5% Participates in special projects and performs other duties as required

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

DISCRETION

Does the position have the authority to make independent decisions and/or recommendations on matters of significant importance based on the exercise of discretion and independent judgment? No

SUPERVISION

No — The TSM does not have the authority to hire or fire other TSMs.

SCOPE

Indicate the financial impact of this position, either directly (e.g. revenue, budget) or indirectly (used by other, consultation)

Direct – $ N/A
Indirect – $ N/A

Physical Activities: This position will be working in an office environment, utilizing typical office equipment.

QUALIFICATIONS:

Experience:

• 2-5 years software quality assurance experience or equivalent
• Specialized Knowledge and Skills: Logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Conducting tests and inspections of products, services, or processes to evaluate quality and performance.
• Ability to apply general rules to specific problems to produce answers that make sense.
• Determining how a system should work and how changes in operations will affect outcomes.

Other: Must possess a good working attitude, with enthusiasm to perform job requirements. Should be organized, punctual, and be able to follow direction. Knowledge of MicroMD and/or other HSMS software products, and medical terminology are desirable. Must be detail oriented and enjoy repetitive tasks.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB SUMMARY:

Works as a member of the Development team under direct supervision of the Manager of Software Development & QA. With guidance from mid and senior developers, this position programs and implements commercial medical software. Develops and produces requisite analysis, specification, and design deliverables. Participates in coding and code reviews for final product. This position is accountable for agreed upon development schedules.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

30% – Participate in various aspects of application development as assigned by the Manager of Software Development & QA for new development projects

• Attend and participate in Design and Analysis meetings
• Work with the appropriate development tools for the task assigned
• Co-ordinate work with the assigned code reviewer
• Create technical documentation in the approved format for the task assigned
• Perform unit testing on code changes and system testing as needed

35% – Perform maintenance of existing code base as assigned by the Manager of Software Development & QA

• Attend and participate in troubleshooting sessions with support personnel
• Work with the appropriate development tools for the task assigned
• Co-ordinate work with the assigned code reviewer
• Create technical documentation in the approved format for the task assigned
• Perform unit testing on code changes and system testing as needed
• Assist with deployment of corrections to clients affected

20% – Assist client services support teams in solving programming-related problems, provide on-site client support when required
10% – Administrative tasks

• Attend and participate in department meetings
• Provide weekly status reports to department manager
• Maintain recording of time in department time sheets for capitalization labor cost reporting
• Complete annual worksheet for R&D cost reporting to IRS

5% – Participates in special projects and performs other duties as required.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

DISCRETION

Does not have the authority to make independent decisions and/or recommendations on matters of significant importance based on the exercise of discretion and independent judgment.

SUPERVISION

Does not supervise others.

Physical Activities:
This position will be working in an office environment, utilizing typical office equipment.

QUALIFICATIONS

:

Experience:

• Bachelor’s degree in Computer Science or other relevant major.
• 1+ years professional software development experience (or equivalent).

Specialized Knowledge and Skills:

• Proficiency with client-server development
• Proficiency with relational databases, SQL, and object-oriented database design
• Experience with Sybase PowerBuilder
• Experience with Visual Studio
• Proficiency in Web development, scripting, C# and/or Javascript

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JOB SUMMARY:

Provides HR support for assigned MicroMD and Henry Schein business partners. Works closely with management in the implementation of corporate policies related to human resources, organizational, and employee development at the business unit or division level. Consults with employees and managers to address root causes of human resources issues, attempting to resolve employee relations issues with a systematic approach. Participates in company-wide programs and initiatives (e.g., salary review, workforce planning, and organizational change). Assists senior management in the development of solutions through organizational development and cultural and process-oriented perspectives. May play a role in administering talent management and succession planning activity within client organization. Key skills and abilities include coaching, influencing, facilitation, presentation, communication, process development, analysis and problem solving with a high degree of confidentiality.

Performs administrative support work of a complex and confidential nature for the General Manager and business as needed.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

30% Company Policy Management & Application: Manage the interpretation of company policy, processes and procedures. Deploys new and updated policies and tracks employee acknowledgement. Responsible for facilitating, reviewing and recommending necessary action relating to employee issues. Assists with any coaching and disciplinary processes including, but not limited to, Performance Improvement Plans and terminations. Assists in the creation and communication of new policies and procedures, update and publish Employee Handbook, assist in the creation/update of existing policies as appropriate, including MicroMD-specific HIPAA policies and procedures and HR-related business continuity and disaster plans.

20% Culture Management & Employee Development: Plan, launch, and administer culture building initiatives, employee development, social responsibility, and employee reward/recognition programs and events in partnership with the General Manager, Henry Schein Corporate, and internal operational teams. Identify and coordinate opportunities for TSM continuing education and development, including management and leadership development.

15% Payroll, Benefit, & Compensation Management: Administers payroll and responds to benefit inquiries pertaining to specific benefit plans. Responsible for processing and maintaining all administrative tasks pertaining to benefit administration i.e. benefits enrollment/change forms for programs including medical, dental, 401(k), life insurance, and vision, programs via on-line administration and status change forms. Coordinates annual open enrollment for applicable TSM benefits plans. Fields basic questions about employee benefits health plans and pension plans. Assists compensation team in creating and maintaining job descriptions, as well as managing annual performance appraisal/compensation review process with Corporate HR, MicroMD Finance, and the General Manager, consistency and equity.

10% Recruiting, New Hire Onboarding & Orientation: Responsible for the recruitment of exempt and non-exempt positions. Proactively identifies and engages potential candidates through social media and or job board sites; screens applications; initiates contact to set up interviews with job candidates; prepares and posts job postings; runs advertisements and participates in interviews as required. Contacts appropriate management or administrative personnel to schedule appointments. Maintain applicant tracking log. Screen all reference calls concerning former employees and verification of employment. Identify and coordinate new hire resources prior to start date, prep new hire for starting work, conducts orientation and training.

10% Operational Support: As needed, assist in the preparation of sensitive executive events including travel, scheduling, coordinating meetings, perform administrative duties to include preparation of reports and materials for publications and presentations. Meet and greet clients and visitors as needed, arrange amenities as needed; Assist in the Management of the day to day building and ground operations to ensure that the establishment runs without problems. Authorizing necessary repairs and maintenance as needed. Improves efficiency, by reducing operating costs while increasing productivity. Provide backup to switchboard staff as needed for vacations and/or meetings.

5% Compliance & Records Management: Documents and submits required compliance reporting, maintains and reviews labor compliance posters, maintains and updates personnel policy manuals and employee handbooks as necessary. Prepare separation documents and inform all terminated employees of their COBRA rights. Maintains records for all employees’ various types of leaves of absence, safety, I-9, job postings, unemployment, and workers’ compensation. Maintains confidentiality at all times.

5% HIPAA Compliance: Conducts new hire HIPAA training; assist with annual training for current employees; monitor and report any infractions as part of employee coaching and discipline process, follows proper procedures for infractions; assists creation/update of MicroMD-specific HIPAA policies; maintains HIPAA compliance and confidentiality in relation to employees’ confidential records.

5% Special Projects: Participate in special projects and perform other duties as assigned.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including Worldwide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

Physical Activities:

This position will be working in an office environment, utilizing typical office equipment.

DISCRETION

Position will primarily support the General Manager. Support may also be provided to other Executive Team members (National Sales Director, Marketing Manager, Director of Client Services, Director of Product Management, Manager of Software Development, Manager of Technical Services, Manager of Client Services, Manager of Training and Implementation and Manager of Quality Assurance) as directed.

QUALIFICATIONS:

Experience:
Five (5) years or more of experience in Human Resources. Some managerial or supervisory level experience is desired.

Education:
Bachelor’s degree in HR, Business or related field preferred.

Specialized Knowledge and Skills:

• Proficient in Outlook, Excel, Word. Knowledgeable in PowerPoint. Must have knowledge of modern office methods and procedures. Ability to learn company programs.
• Good management skills and ability to motivate teams
• Good verbal and written communication skills and ability to resolve disputes effectively
• Good presentation and public speaking skills
• Good decision making, analysis and problem solving skills with ability to multi-task
• Ability to learn applicable computer systems and other business required competencies
• Understand financial information that impacts department
• Ability to plan and coordinate successful projects
• Communicate effectively with team(s)

No phone calls please.

Apply Now

Location: Boardman, OH

Job Summary:

Answer, resolve, and log customer calls, identify issues, and provide suggestions and long-term resolutions with regards to Practice Management software, Electronic Medical Records software and hardware issues. Work closely with assigned mentor and supervisor to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge.

Essential Responsibilities & Accountabilities:

• • • Answer the initial incoming support calls to maintain acceptable service levels
    • Manage first level software problems that can be resolved in five minutes or less
    • Recognize and escalate more difficult problems to Level 2 Support
    • Utilize available tools to increase call efficiency and accuracy. Performing trouble shooting, diagnostics, customization
    • Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
    • Demonstrate applied knowledge of Support tools by utilizing them to find answers to customer issues and efficiently document all customer contact
    • Present a professional and pleasant image of product and company
    • Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
    • Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
    • Exceed customer expectations with outstanding customer service
    • Demonstrate a sense of urgency to the queue, customers, and business objectives
    • Demonstrate strong knowledge of proper resolutions to common calls
    • Client Site Travel, (airline and auto), and overnight stays may be expected
    • Regularly provide single call resolution
    • Maintain regular and continuing contact with customer on ongoing issues until resolution is reached
    • Regularly review open call logs, update notes, and make reach out calls as needed to research and resolve ongoing issues and provide superior customer service
    • Concisely documenting customer calls/emails, inquiries and resolutions into company support system.
    • Testing and reporting errors and bugs
    • Prioritize time and complete all assigned tasks while maintaining a high level of phone productivity
    • Demonstrate knowledge of and follow department and company policies and procedures
    • Maintain up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures
    • Understand and contribute to team, department, and company goals
    • Continually improve personal knowledge, skills, and abilities
    • Submit suggestions for team, department, product, and company improvements
    • Demonstrate an ability to maintain effective and professional communications with customers and coworkers

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• • • Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including World Wide Business Standards.
    • Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

Discretion

The employee must exercise discretion with respect to matters of significance as opposed to daily routine decisions. The exercise of discretion does not include the use of skill in applying techniques, procedures, or specific standards.

Discretion may be:

• • • making a decision to depart from prescribed standards or permitted tolerances;
    • making decisions that affect the operational policies of the employee’s department;
    • making decisions in connection with negotiations where the individual is given “reasonable latitude” in carrying on those discussions, which are binding on the employer;
    • formulating recommendations, even if management must review and accept the recommendation prior to implementation;
    • formulating or participating in the development of policy for the business unit
    • broad authority to commit the employer in substantial respects financially.

Qualifications:

Experience:

• • • MicroMD software experience a plus
    • Previous technical experience a plus.
    • Previous experience with strong focus on customer service.
    • Ability to thrive in a high call volume, Team environment
    • Skilled at problem solving and analysis and troubleshooting with high attention to detail.
    • Strong written and verbal communication skills
    • At least 3 years directly related work in the healthcare industry.
    • At least 2-3 years’ experience working with medical software (PM and/or Clinical).
    • Proven experience with MS Windows products; Must have a thorough understanding of a physician office including clinical knowledge, office work flow, appointment scheduling, medical insurance billing, and collections.

Specialized Knowledge and Skills:

• • • Must be able to exude confidence of medical practice and clinical management knowledge, and the understanding of a customer’s situation, while working with them implementing a new computer system.
    • Must be a highly motivated person that can work autonomously as well as being part of a team.
    • Must be a process focused individual able to multi-task in challenging, sometimes stressful situations.
    • Individual must demonstrate a strong desire for continued education
    • High school diploma or general education degree (GED); or three to five years related experience and/or training; or equivalent combination of education and experience

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB SUMMARY:

The Solution Specialist’s primary responsibility is to sell solutions into existing customer accounts via telephone, placing outbound sales calls and receiving inbound calls and solutions lead inquiries. The Solutions Specialist and Practice Management Consultants work in a team selling arrangement, where the SS can sell solutions into any account and receive credit toward the SS annual sales goals, while the PMC also receives credit for solutions sold by the SS into their accounts toward their annual quota. Under this team selling approach the PMC can bring the SS into any opportunities to assist as the specialist for solutions.

The Solution Specialist is also assigned specific accounts to manage the customer relationship to include periodic outbound calls to ascertain customer satisfaction, schedule annual business reviews, offer optimization training and manage any inbound solutions or add on license inquiries. Any new system opportunities for PM, EMR, or e-Rx will be handled like a qualified lead and be deployed to the PMCs to continue the sales process.

The Solution Specialist also serves as the sales team expert on all MicroMD and Henry Schein Solutions Hub direct and referral solutions aiding other TSMs, Sales team members or VARs with solution knowledge, pricing, integration and other aspects of the solution portfolio and solution sales process.

This position requires minimal, limited access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

DISCRETION

The position does not have the authority to make independent decisions and/or recommendations on matters of significant importance based on exercise of discretion and independent judgment.

Uses initiative and independent judgment when presenting products to clients.

SUPERVISION

Reports to the National Sales Manager. Does not have the authority to hire or fire other TSMs or suggest or recommend as to the hiring, firing, promotion or any other change of status of other TSMs.

Physical Activities: This position will be working utilizing typical office equipment in either a work from home or office environment. Stress associated with meeting deadlines, meeting customer demands, or meeting sales and activity goals may occur at times.

QUALIFICATIONS:

EOE/M/F/V/D

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

Job Summary:

Answer, resolve and log customer calls. Identify issues and provide suggestions and long-term resolutions. Work closely with assigned mentor and team leader to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. Assist with additional Level 2 support calls and responsibilities.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

Essential Responsibilities & Accountabilities:

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including World Wide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

Discretion

The employee must exercise discretion with respect to matters of significance as opposed to daily routine decisions. The exercise of discretion does not include the use of skill in applying techniques, procedures, or specific standards.

Discretion may be:

• making a decision to depart from prescribed standards or permitted tolerances;
• making decisions that affect the operational policies of the employee’s department;
• making decisions in connection with negotiations where the individual is given “reasonable latitude” in carrying on those discussions, which are binding on the employer;
• formulating recommendations, even if management must review and accept the recommendation prior to implementation;
• formulating or participating in the development of policy for the business unit
• broad authority to commit the employer in substantial respects financially.

Qualifications:

• Must have two years experience or equivalence as HSMS Software Support Level 1.
• Previous experience with strong focus on customer service.
• Ability to thrive in a high, call volume, team environment.
• Skilled at problem analysis and troubleshooting with high attention to detail.
• Strong written and verbal communication skills.

Specialized Knowledge and Skills:

• Knowledge of SQL queries
• Database work a plus
• Must be able to exude confidence of medical practice and clinical management knowledge, and the understanding of a customer’s situation, while working with them implementing a new computer system.
• Must be a highly motivated person that can work autonomously as well as being part of a team.
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations.
• Individual must demonstrate a strong desire for continued education
• High school diploma or general education degree (GED); college degree a plus/or three to five years related experience and/or training; or equivalent combination of education and experience

Other

Career Path:

• Within Department: Support Technical Specialist Level II, Training Specialist or Client Support Supervisor.
• Outside of Department: any equivalent position

Physical Activities: • This position will be working in an office environment, utilizing typical office equipment.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB SUMMARY:

Answer, resolve and log customer calls. Identify issues and provide suggestions and long-term resolutions. Work closely with assigned mentor and team leader to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. Assist with additional Level II and Installation Services support calls and responsibilities.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

% of Time Responsibilities:

1. 75%  Answer and process customer calls effectively and efficiently. Provide technical software support to end users and resellers via phone, email, faxes and/or onsite
   • Resolve more complex issues requiring detailed technical system and application knowledge. These issues have been escalated from Level I Support and require technical  in-depth investigation
   • Resolves issues escalated from Level I Support relating to Installations and Upgrades of the MicroMD line of software as well any support issues that may arise from the installed software at a SQL database level
   • Provides help-desk via phone assistance to MicroMD clients and resellers for connectivity and performance issues relating to the MicroMD Software.  Logs issues and their resolution
   • Coordinates update times and performs updates of the MicroMD Software to keep the clients up to date with latest software and bug fixes. (Version to version)
   • Coordinates upgrade times with clients and performs upgrades of the MicroMD Software to get the client on the latest version of the software for enhancements and new features. (old version to new version)
   • Participates in the coordination of gathering beta clients. Upgrade clients and take support calls relating to upgrades and MicroMD software, on a database level
   • Utilize available tools to increase call efficiency and accuracy. Performing trouble shooting, diagnostics and customization
   • Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
   • Demonstrate applied knowledge of support tools by utilizing them to find answers to customer issues and efficiently document all customer contact
   • Present a professional and pleasant image of our product and company
   • Follow proper troubleshooting steps, ask clarifying questions and discover underlying causes of concern
   • Exceed customer expectations with outstanding customer service
   • Demonstrate a sense of urgency to the queue, customers, and business objectives
   • Demonstrate efficient multi-tasking skills to balance all aspects of call flow and additional assigned duties and responsibilities, completing each in a timely manner
2. 10%  Maintain Effective call ownership
   • Regularly provide single call resolution
   • Maintain regular and continuing contact with customer on ongoing issues until resolution is reached
   • Regularly review open tickets, update notes, and make reach out calls as needed to research and resolve ongoing issues and provide superior customer service
   • Concisely documenting customer calls/emails, inquiries and resolutions into company helpdesk system.
3. 10% Proactively work to improve self, team, department, product, and company
   • Prioritize time and complete all assigned tasks while maintaining a high level of phone productivity
   • Demonstrate strong knowledge of and follow department and company policies and procedures
   • Maintain up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures
   • Understand and contribute to team, department, and company goals
   • Continually improve personal knowledge, skills, and abilities
   • Submit suggestions for team, department, product, and company improvements
   • Demonstrate an ability to maintain effective and professional communications with customers and coworkers
   • Act as a mentor to assigned specialist; allow trainees to monitor your calls side-by-side, and provide side-by-side call assistance for fellow TSM’s
4. 5% Participates in special projects and performs other duties as required.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including World Wide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

DISCRETION

The employee must exercise discretion with respect to matters of significance as opposed to daily routine decisions. The exercise of discretion does not include the use of skill in applying techniques, procedures, or specific standards.
Discretion may be:

• making a decision to depart from prescribed standards or permitted tolerances;
• making decisions that affect the operational policies of the employee’s department;
• making decisions in connection with negotiations where the individual is given “reasonable latitude” in carrying on those discussions, which are binding on the employer;
• formulating recommendations, even if management must review and accept the recommendation prior to implementation;
• formulating or participating in the development of policy for the business unit
• broad authority to commit the employer in substantial respects financially.

QUALIFICATIONS:

Experience:

• Minimum of 2 years of computer hardware, operating system, and networking experience in a Windows environment
• Previous experience with strong focus on customer service.
• Ability to thrive in a high, call volume, Team environment.
• Skilled at problem analysis and troubleshooting with high attention to detail.
• Strong written and verbal communication skills.

Specialized Knowledge and Skills:

• Advanced knowledge of hardware, Windows operating systems and server applications, networking, enterprise-class firewalls and antivirus solutions, wireless connectivity, virtual private networks (VPNs), and secure remote connections.
• Advanced knowledge of network security.
• Working knowledge of SQL databases.
• Must be a highly motivated person that can work autonomously as well as being part of a team.
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations.
• Individual must demonstrate a strong desire for continued education.
• Strong conceptual abilities.
• Strong documentation, communication and interpersonal skills.
• Ability to work independently with minimal supervision.
• High school diploma or general education degree (GED); college degree a plus/or three to five years related experience and/or training; or equivalent combination of education and experience.

OTHER:

Career Path:

• Within Department: Training Specialist, Supervisor of Client Services
• Outside of Department: any equivalent position

Physical Activities: This position will be working in an office environment, utilizing typical office equipment.
Apply Now

JOB SUMMARY:

Supervises a team of technical support personnel who troubleshoot technical issues, installations, databases and upgrades of the software as well as any other technical support issues that may arise.  Assist in answering, resolving, identifying issues and provide suggestions and long-term resolutions that are not able to be resolved by support specialists.   Design support tools, learn effective troubleshooting techniques, and increase product knowledge.  Implement, maintain  and monitor information systems used by the Client Services team. Assist with call escalations and additional support calls that our technical resources are unable to resolve through normal process. Act as a resource for other Team Schein Members as needed.

Evaluates customer feedback on products and services and suggests changes to existing products or services to better aide the end user. Familiar with a variety of the field’s concepts, practices and procedures.  Relies on extensive experience and judgment to plan and accomplish goals. Leads and directs the work of others both internally and off-site with customers.

A wide degree of creativity and latitude is expected, with a goal-oriented, metric driven approach toward continuous quality improvement in the support procedures.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

% of Time Responsibilities:

1. 50%
   • Provide leadership and guidance to technical support specialists.
   • Oversee operations and processes relating to critical information systems utilized by Client Services.
   • Manage appropriate call queues to ensure calls are answered and resolved in a timely manner.
   • Develop and implement policies and procedures related to Client Services information systems.
   • Maintains a broad knowledge of state of the art technology, equipment and/or systems.
   • Researches and evaluates new technologies.
   • Act as a coach and mentor to support team. Relay feedback to management for employee performance evaluations.
   • Communicate with other departments to report and resolve hardware and information system problems.
   • Coordinate the planning, installation, testing and maintenance of information system products.
   • Assign tasks and set goals for supervised support team members.
   • Manage support database server.
   • Ensure that contract and service level agreement compliance is taking place at all times.
   • Utilize available tools to increase call efficiency and accuracy. Performing trouble shooting, diagnostics, customization to meet service levels.
   • Extend the knowledge base to an extensive collection of documents, including answers to call drivers, procedural documentation, release notes, tips and tricks.
   • Provide Client Services Manager with weekly support call and helpdesk metrics.
   • Ensure that technical, and software support is provided to end users and resellers via phone, email, faxes and/or onsite.
   • Analyze and identify trends in issue reporting and devise preventive solutions.
   • Understand and contribute to team, department and company goals.
   • Keep current with the changing trends within the healthcare industry and constructing action plans to keep staff up to date with the changes.
   • Research and resolve the most difficult and complex problems escalated from Level 2.
2. 35%
   • Utilize available tools to increase call efficiency and accuracy. Perform trouble shooting, diagnostics and customization.
   • Manage support/incident management and resolution through automation of Call Tracking Application, and telephone triage/phone system capabilities.
   • Drive utilization of these tools to produce statistical data regarding product and procedural improvements that can be made to increase staff proficiency with responding to support related inquires.
   • Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call.
   • Demonstrate applied knowledge of Support tools by utilizing them to find answers to customer issues and efficiently document all customer contact.
   • Present a professional and pleasant image of product and company.
   • Provide guidance to Project Management personnel as needed.
   • Exceed customer expectations with outstanding customer service.
   • Demonstrate a sense of urgency to the queue, customers and business objectives.
   • Demonstrate efficient multi-tasking skills to balance all aspects of call flow and additional assigned duties and responsibilities, completing each in a timely manner.
   • Demonstrate strong knowledge of the products maintaining up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures.
   • Follow proper troubleshooting steps, ask clarifying questions and discover underlying causes of concern.
   • Test and report errors and bugs.
   • Concisely document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call/email and inquiries.
   • Maintain regular and continuing contact with customer on ongoing issues until resolution is reached.
   • Learn and demonstrate understanding of liability issues when providing advanced support and how to properly address these issues.
3. 10%
   • Prioritize time and complete all assigned tasks while maintaining a high level of productivity.
   • Assists in development of long-term strategies for growth and maintenance of department resources.
   • Makes budgetary recommendations to Manager of Client Services.
   • Demonstrate strong knowledge of and follow department and company policies and procedures.
   • Continually improve personal knowledge, skills and abilities.
   • Submit suggestions for team, department, product and company improvements.
   • Demonstrate an ability to maintain effective and professional communications
4. 5% Participates in special projects and performs other duties as required.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including World Wide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

QUALIFICATIONS:

Experience:

• Knowledge of SQL queries.
• Database work a plus.
• In depth, firsthand experience performing systems analysis, systems integration, customer facing tasks and troubleshooting.
• Must have professional experience in a customer facing role with very strong communication skills with ability to keep projects within budget and manage contract compliance.
• Must have at least 2 years’ experience or equivalency as a HSMS Software Support 2 Specialist or higher.
• Previous experience with strong focus on customer service.
• Ability to thrive in a high call volume environment.
• Skilled at problem analysis and troubleshooting with high attention to detail.

Specialized Knowledge and Skills:

• Must be able to exude confidence of medical practice and clinical management knowledge, and the understanding of a customer’s situation, while working with them implementing a new computer system and assist other TSM’s with same.
• Must be a highly motivated person that can work autonomously as well as being part of a team.
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations.
• Individual must demonstrate a strong desire for continued education.

OTHER:

Career Path:

• Within Department: Manager of Client Support, Training Specialist and Project Manager

Physical Activities: This position will be working in an office environment, utilizing typical office equipment.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

JOB OVERVIEW:

This position is responsible for writing technical content to document software products.

KEY RESPONSIBILITIES:

• Study software products independently and collaborate with subject matter experts to learn features and functions
• Write and update software documentation, including user’s guides, release guides, installation guides, system requirements, Help systems, and other software documentation
• Capture and edit screenshots and prepare graphics to accompany text
• Facilitate documentation review processes to ensure the accuracy and completeness of documentation
• Collaborate with engineers to integrate documentation with the software
• Develop improved work processes, tools, writing standards, templates, etc.
• Maintain the team’s technical writing style guide
• Provide feedback on the software UI and UX
• Contribute content to blogs, newsletters, magazines, or other training and education deliverables

SPECIFIC KNOWLEDGE & SKILLS:

• Good writing and editing skills
• Ability to select, design, and create all user documentation for a software product
• Intermediate proficiency with screen capture software (such as TechSmith Snagit), document layout software (such as Adobe InDesign and Adobe Acrobat), and Help content authoring software (such as Adobe RoboHelp)
• Intermediate proficiency with Microsoft Windows and Microsoft Office
• Good ability to translate complex technical tasks and concepts into clear and concise documentation
• Basic understanding of practice management preferred
• Experience using, training, or supporting HSPS practice management software preferred

GENERAL SKILLS & COMPETENCIES:

• Basic understanding of industry practices
• General proficiency with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem solving skills
• Good verbal and written communication skills
• Basic presentation and public speaking skills
• Basic interpersonal skills
• Developing professional credibility

WORK EXPERIENCE:

Typically 2 to 4 years of related professional experience.

PREFERRED EDUCATION:

Typically a Bachelor’s Degree or global equivalent in related discipline.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

KNOWLEDGE:

Intermediate level professional; developing knowledge within own discipline. Some evaluation, originality or ingenuity required to perform tasks. Frequently apply the fundamental concepts, practices, and procedures of a particular field. Apply company policies and procedures to resolve a variety of issues.

COMPLEXITY:

Work on problems of limited to moderate scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve straightforward problems. Exercise judgment within defined procedures and practice to determine appropriate action. Build productive internal/external working relationships.

SUPERVISION:

Receive a moderate level of instruction on day-to-day work and detailed instruction and guidance on new projects or assignments.

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

Job Summary:

*This position is a fully remote role

The Telemarketing Specialist (TMS) is a sales-lead generation role responsible for contributing to the sales of MicroMD Products and solutions and contributing to achieving established sales goals. The TMS is responsible for high volume prospecting with the primary goal of identifying qualified leads, securing sales presentations or Consultative appointments for the Practice Management Consultants (PMC’s), and a secondary goal of identifying qualified solutions leads for the Solutions Specialists. This is a fully-remote role.

Exceptional candidates will be highly motivated to generate and manage a pipeline of prospects and contribute to the MicroMD Sales goals via fostering, developing, and cultivating qualified leads, with the primary goal of setting presentation or consultative appointments for MicroMD Practice Management, EMR, or e-eRx products, and secondary goal of identifying qualified solutions leads.

This role will focus on outbound, proactive communication via phone calls, email, live chat, social medial and other channels to identify purchase influencers and decision makers, and determine the desired outcome for their practice as a result of purchasing new or replacing existing foundational PM & EMR software. Lead generation activities will consist of conducting extensive call, email and social media campaigns with the focus of generating qualified leads and achieving personal activity goals and ultimately contributing to achieving Sales team goals.

Target prospects include purchase influencers and decision makers from physician practices, clinics, community health centers, urgent cares, billing companies, referral sources, and other organizations that may influence purchasing or refer leads to HSMS. The Telemarketing Specialist is responsible for utilizing the call software/CRM to document their communication efforts and record pertinent information to assist with follow up conversations.

This position requires minimal, limited access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

Out bound lead generation communication and unqualified lead follow-up:

1. Primary responsibility is outbound communication to identify qualified leads for practices that desire to purchase new or replace existing Practice Management, EMR or e-eRx software and book a sales presentation, schedule a consultation or deploy the lead to the PMC. A secondary responsibility is to convert any communications with “no sale or lost” software leads into stand-alone solutions leads for the SS.
2. Responsible for contacting and nurturing all unqualified leads/contacts/prospects from marketing campaigns as quickly as possible to connect and qualify the opportunity, including live chats, educational webinar registrants, eBook downloads, purchased leads and lists, survey responses, and other lead types with the goal of booking a sales presentation or consultation with a PMC.
3. Compose compelling communications/scripts for email, phone social media and VM follow up/messaging designed to engage a desired prospect action
4. Ensure all contacts (Phone, Email and other) are logged correctly in CRM with ongoing activities, tasks, reminders, notes and information documented for visibility to all team members
5. Meet activity metrics set for call volume, presentations scheduled, consultative appointments set or qualified software and solutions leads deployed each month.
6. Responsible for gathering specific lead qualifying information in order for the lead to be considered “Qualified” to be forwarded to the appropriate direct sales representative
7. Book Presentations, schedule consultations or Deploy leads to direct sales representative following established processes (identify appropriate direct sales rep, use standard email template for lead deployment, update CRM fields to denote a lead has been qualified)
8. Build and maintain competency/knowledge in MicroMD products, services, processes, client onboarding, support, and training, as well as industry trends, outcomes, regulations and payment programs
9. Schedule and complete monthly follow up with leads to confirm current purchase status, satisfaction with current PM/EMR providers, share educational resources of interest, move towards qualification.

Assists Sales Teams:

1. Answers high level questions from potential clients on software, data conversions, onboarding, support, training and interfaces with goal of securing a demo or call appointment with a Practice Management Consultants (PMC’s). Backup for incoming lead calls.
2. Refers sales leads to direct sales team after qualification; ensures warm handoff to direct sales

Special Projects:

1. Participates in special projects and performs other duties as required, such as serving as the moderator for educational webinars, client-focused campaigns, etc.
2. Assists the National Sales Manager and Sales Teams with call campaigns or projects as requested

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

QUALIFICATIONS:

Experience:

• Minimum 1-2 years of experience in a Telemarketing or medical sales
• Minimum associate’s degree or equivalent preferred.
• Experience working with CRM software, Microsoft Word, Excel and Outlook skills required.

Specialized Knowledge and Skills:

• Works independently, self-motivated and action-oriented, with remote supervision.
• Superior phone and email etiquette. Excellent time management skills
• Strong written and verbal communication skills, interpersonal and telephone skills.
• Effective Telemarketing skills.
• Creative thinking, problem solving, and analytical skills
• Must be comfortable speaking with prospects with confidence and grasp product knowledge as it pertains to application use.
• Must possess a strong work ethic, be a team player with an outgoing, positive personality and goal oriented attitude.
• Knowledge of MicroMD products and software pricing practices a plus

DISCRETION

Does not have the authority to make independent decisions and/or recommendations on matters of significant importance based on exercise of discretion and independent judgment.

Uses initiative and independent judgment when presenting products to clients.

SUPERVISION

Does not have the authority to suggest or recommend the hiring, firing, promotion or any other change of status of other TSMs.

Physical Activities:
This position will be utilizing typical office equipment in either a work from home or office environment. Stress associated with meeting deadlines, meeting customer demands, or meeting sales and activity goals may occur at times.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB OVERVIEW:

Provides an end-to-end product demonstration and training experience utilizing HSMS software for prospective clients, clients and internal customers. Works closely with Project Manager/Supervisor to develop training plans and continually improve and elevate training skills.  The training experience begins with conducting product demonstrations for potential clients, moves on to onsite and/or remote training for new clients, existing clients and for solutions and is completed with continued optimization training for clients.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

KEY RESPONSIBILITIES:

• Conduct product demonstrations, on-site, web-based, and classroom training sessions utilizing a wide variety of consultative principles and techniques.
• Assess client needs based on location, unique client demographics and individual project variables. Evaluates training effectiveness to achieve customer & employee satisfaction.
• Ownership of full client training.
• Proficient in all areas of the Henry Schein Medical Systems Software applications and solution offerings.
• Understand client contract for training items to be completed.
• Conduct product demonstrations for existing and potential clients.
• Prepare client demonstrations by coordinating with client, sales rep and/or reseller to review discovery call information and preparing workflows and/or features specific to the client needs.
• Attend implementation, kick off, and post implementation meetings.
• Document and deliver all training completed for invoicing.
• Update all assigned training projects in project management software regularly.
• Follow customized training plan and ensure client satisfaction throughout the process.
• Complete client follow-up and training recaps according to established protocols.
• Gathers, reviews, and analyzes course evaluations to determine effectiveness of training sessions.
• Remains informed of and maintains proficiency with applicable company products and industry regulations and current payment, quality or other programs that require use of MicroMD products and services to achieve successful administrative, financial and clinical outcomes.
• Concisely documenting customer calls/emails, inquiries, and trainings into the company support system.
• Conducts optimization assessment/training of assigned clients at regular intervals (3, 6, and 12 months) to ensure optimization and adoption of the software.
• Plans material and conducts monthly Lunch & Learn webinars as assigned
• Provide training for internal customers and resellers as required.
• Frequent client site travel, (airline and auto), and overnight stays are expected. This could be up to 40-50% travel.
• Prioritize time and complete all assigned tasks while maintaining a high level of productivity
• Demonstrate strong knowledge of and follow department and company policies and procedures
• Maintain up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures
• Understand and contribute to team, department, and company goals
• Continually improve personal knowledge, skills, and abilities
• Submit suggestions for team, department, product, and company improvements
• Demonstrate an ability to maintain effective and professional communications with customers and coworkers
• Act as a mentor to assigned specialist(s); allow trainees to monitor your training sessions and provide side-by-side assistance for fellow TSMs
• In the mentor role, responsibility includes the development of assigned Software Trainer(s), determining any knowledge gaps and a training plan to address.

SPECIFIC KNOWLEDGE & SKILLS:

• Must have two (2) years’ experience or equivalence as a software training specialist.
• Training experience, specifically with medical software, a plus.
• Knowledge of both clinical and back office workflows in a medical practice.
• Previous experience with strong focus on customer service.
• Ability to thrive in a Team environment.
• Skilled at problem analysis and troubleshooting with high attention to detail.
• Strong written and verbal communication skills.
• In-depth subject matter expertise and excellent communication and presentation skills
• Must be able to exude confidence of medical practice and clinical management knowledge, and the understanding of a customer’s situation, while working with them implementing a new computer system.
• Must be a highly motivated person that can work autonomously as well as being part of a team.
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations.
• Individual must demonstrate a strong desire for continued education.
• At least 3 years directly related work in the healthcare industry.
• High school diploma or general education degree (GED); college degree a plus/or three to five years related experience and/or training; or equivalent combination of education and experience.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

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JOB OVERVIEW:

This position is responsible for administering, monitoring and supporting server hardware platforms, operating systems, and their related products and technologies used by HSPS. Recommends, documents, and follows established standards for system uptime and availability.  Assists with day to day infrastructure repair, and maintenance.

KEY RESPONSIBILITIES:

• Assists in troubleshooting and resolving infrastructure issues
• Helps to develop and maintain documentation on infrastructure, software, systems, and disaster recovery methodology
• Assists in ensuring that network infrastructure is up and running
• Implements approved hardware and software
• Assists in building, maintaining, and repairing datacenter and network infrastructure
• Trains other TSM’s on using networking hardware and software as needed
• Ensures company backups are run on a regular basis and restores files as needed
• Creates and distributes reports as needed
• Acts as a backup for other IS team members
• Attends education and training sessions as approved and/or required
• Implements system monitors for aspects of the environment to ensure uptime
• Responds to monitors to resolve issues and problems with infrastructure and servers
• Participates in special projects and performs other duties as required

SPECIFIC KNOWLEDGE & SKILLS:

• Basic understanding of current and past Microsoft server operating systems
• Basic understanding of current Linux based operating systems
• Intermediate understanding of core IT infrastructure and systems including but not limited to Active Directory/Group Policy, virtualization, SAN storage, and networking equipment
• Intermediate ability to analyze system logs
• Intermediate understanding of best practices for introducing and integrating new technologies into an enterprise
• Ability to perform routine audits of systems and software
• Intermediate understanding of information security and best practices
• Basic understanding of optimizing server systems for best performance
• Ability to manage and maintain server anti-virus systems
• Maintain a level of proficiency necessary for competence in the position as identified by the department training website

GENERAL SKILLS & COMPETENCIES:

• Basic understanding of industry practices
• General proficiency with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem solving skills
• Good verbal and written communication skills
• Basic presentation and public speaking skills
• Basic interpersonal skills
• Developing professional credibility

WORK EXPERIENCE:

Typically 2 to 4 years of related professional experience.

PREFERRED EDUCATION:

Typically a Bachelor’s Degree or global equivalent in related discipline.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

KNOWLEDGE:

Intermediate level professional; developing knowledge within own discipline. Some evaluation, originality or ingenuity required to perform tasks. Frequently apply the fundamental concepts, practices, and procedures of a particular field. Apply company policies and procedures to resolve a variety of issues.

COMPLEXITY:

Work on problems of limited to moderate scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve straightforward problems. Exercise judgment within defined procedures and practice to determine appropriate action. Build productive internal/external working relationships.

SUPERVISION:

Receive a moderate level of instruction on day-to-day work and detailed instruction and guidance on new projects or assignments.

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.

JOB OVERVIEW:

Provides an end-to-end product demonstration and training experience utilizing HSMS software for prospective clients, clients and internal customers. Works closely with Project Manager/Supervisor to develop training plans and continually improve and elevate training skills. The training experience begins with conducting product demonstrations for potential clients, moves on to onsite and/or remote training for new clients, existing clients and for solutions and is completed with continued optimization training for clients.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

KEY RESPONSIBILITIES:

• Conduct product demonstrations, on-site, web-based, and classroom training sessions utilizing a wide variety of consultative principles and techniques.
• Assess client needs based on location, unique client demographics and individual project variables. Evaluates training effectiveness to achieve customer & employee satisfaction.
• Ownership of full client training.
• Proficient in all areas of the Henry Schein Medical Systems Software applications and solution offerings.
• Understand client contract for training items to be completed.
• Conduct product demonstrations for existing and potential clients.
• Prepare client demonstrations by coordinating with client, sales rep and/or reseller to review discovery call information and preparing workflows and/or features specific to the client needs.
• Attend implementation, kick off, and post implementation meetings.
• Document and deliver all training completed for invoicing.
• Update all assigned training projects in project management software regularly.
• Follow customized training plan and ensure client satisfaction throughout the process.
• Complete client follow-up and training recaps according to established protocols.
• Gathers, reviews, and analyzes course evaluations to determine effectiveness of training sessions.
• Remains informed of and maintains proficiency with applicable company products and industry regulations and current payment, quality or other programs that require use of MicroMD products and services to achieve successful administrative, financial and clinical outcomes.
• Concisely documenting customer calls/emails, inquiries, and trainings into the company support system.
• Conducts optimization assessment/training of assigned clients at regular intervals (3, 6, and 12 months) to ensure optimization and adoption of the software.
• Plans material and conducts monthly Lunch & Learn webinars as assigned
• Provide training for internal customers and resellers as required.
• Frequent client site travel, (airline and auto), and overnight stays are expected. This could be up to 40-50% travel.
• Prioritize time and complete all assigned tasks while maintaining a high level of productivity
• Demonstrate strong knowledge of and follow department and company policies and procedures
• Maintain up-to-date knowledge of currently supported products and recent changes to product or department policies and procedures
• Understand and contribute to team, department, and company goals
• Continually improve personal knowledge, skills, and abilities
• Submit suggestions for team, department, product, and company improvements
• Demonstrate an ability to maintain effective and professional communications with customers and coworkers
• Act as a mentor to assigned specialist(s); allow trainees to monitor your training sessions and provide side-by-side assistance for fellow TSMs
• In the mentor role, responsibility includes the development of assigned Software Trainer(s), determining any knowledge gaps and a training plan to address.

SPECIFIC KNOWLEDGE & SKILLS:

• Must have two (2) years’ experience or equivalence as a software training specialist.
• Training experience, specifically with medical software, a plus.
• Knowledge of both clinical and back office workflows in a medical practice.
• Previous experience with strong focus on customer service.
• Ability to thrive in a Team environment.
• Skilled at problem analysis and troubleshooting with high attention to detail.
• Strong written and verbal communication skills.
• In-depth subject matter expertise and excellent communication and presentation skills
• Must be able to exude confidence of medical practice and clinical management knowledge, and the understanding of a customer’s situation, while working with them implementing a new computer system.
• Must be a highly motivated person that can work autonomously as well as being part of a team.
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations.
• Individual must demonstrate a strong desire for continued education.
• At least 3 years directly related work in the healthcare industry.
• High school diploma or general education degree (GED); college degree a plus/or three to five years related experience and/or training; or equivalent combination of education and experience.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Job Summary:

Answer, resolve and log customer calls. Identify issues and provide suggestions and long-term resolutions with regards to Practice Management software, Electronic Medical Records software and hardware issues. Work closely with assigned mentor and supervisor to develop and improve customer service skills. Develop the ability to use provided support tools, learn effective troubleshooting techniques and increase product knowledge.

This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

Essential Responsibilities & Accountabilities:

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including World Wide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
• Maintaining the highest level of confidentiality. Henry Schein Medical Systems strives to be HIPAA compliant. As an organization our goal is to securely maintain our client’s electronic personal health information (ePHI).

Discretion

The employee must exercise discretion with respect to matters of significance as opposed to daily routine decisions. The exercise of discretion does not include the use of skill in applying techniques, procedures, or specific standards.

Discretion may be:

• making a decision to depart from prescribed standards or permitted tolerances;
• making decisions that affect the operational policies of the employee’s department.
• making decisions in connection with negotiations where the individual is given “reasonable latitude” in carrying on those discussions, which are binding on the employer.
• formulating recommendations, even if management must review and accept the recommendation prior to implementation.
• formulating or participating in the development of policy for the business unit
• broad authority to commit the employer in substantial respects financially.

Qualifications:

Experience:

• Previous technical experience a plus
• Experience working in the healthcare industry a plus
• Experience working with medical software a plus
• MicroMD software experience a plus
• Previous experience with strong focus on customer service
• Ability to thrive in a high call volume, team environment
• Skilled at problem solving, analysis and troubleshooting with high attention to detail
• Strong written and verbal communication skills
• Proven experience with MS Windows products
• Understanding of a physician office including clinical knowledge, office workflow, appointment scheduling, medical insurance billing and collections a plus

Specialized Knowledge and Skills:

• Must be able to exude confidence of medical practice and clinical management knowledge, and the understanding of a customer’s situation, while working with them implementing a new computer system
• Must be a highly motivated person that can work autonomously as well as being part of a team
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations
• Individual must demonstrate a strong desire for continued education
• High school diploma or general education degree (GED); college degree a plus/or three to five years related experience and/or training; or equivalent combination of education and experience

Other

Career Path:

• With Department: Level 2 Support, Level 1 Training Specialist, Project Coordinator
• Outside Department: equivalent position
• This position will be working in an office environment, utilizing typical office equipment.

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

No phone calls please.