[Hiring] Online Clinical Support Specialist @GE HealthCare

Role Description

This role will help to drive customer support and satisfaction through Ultrasound IT Support. As part of the USIT team, you will be joining a fast-growing global business focused on Ultrasound reporting and image management across all Ultrasound segments. This role will support customers during West Coast business hours 8am-5pm PST.

Essential Responsibilities:

• Provide excellent clinical support to customers via phone, Microsoft meetings and emails.
• Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail support requests from internal and external customers.
• Listen and respond to customers’ needs, concerns, requests, and complaints.
• Apply sound troubleshooting techniques and principles to solve complicated problems.
• Handle customer inquiries driving first call resolution.
• Ensure outstanding customer satisfaction in all customer interactions.
• Effectively log and document communication with customers, including details of actions taken to troubleshoot and resolve issues.
• Provide valuable input to new product development using your experience in resolving issues.
• Create and maintain positive and professional relationships with customers and coworkers.

Qualifications

• Candidates can be located anywhere in the US but need to be willing to work 10am - 7pm CST.
• Associate degree or equivalent and 5+ years of Ultrasound clinical/technical experience; plus, American Registry of Diagnostic Medical Sonographers (ARDMS) certifications.
• Familiarity with GE Healthcare ViewPoint Ultrasound IT products.
• Cardiovascular, Women’s Health and Vascular Ultrasound clinical application experience and/or product knowledge.
• Needs to have clinical setting Viewpoint experience.
• Familiarity with Clinical workflow, DICOM SR files.
• Basic computer skills (Word, Excel, PowerPoint).
• Exhibits organizational and time management skills necessary to work on multiple tasks in parallel.
• Strong documentation skills to detail customer interaction, problem definition, troubleshooting and issue resolution.
• Excellent troubleshooting skills with the ability to resolve complex clinical problems.
• Strong verbal and written communication skills necessary to work with customers, vendors, and other teams.
• Critical thinking, logical and analytical skills.
• Proven ability to work both independently and with a team, as well as follow direction from management.
• The successful applicant must comply with GEHC’s standard background check, including a post-offer drug test.
• Unrestricted work authorization in the US without sponsorship.
• Willingness to submit to and pass a drug test and educational employment and criminal background checks.

Requirements

• At least 3 years of Clinical support experience including troubleshooting hardware, networking, Client/Server OS and Peripherals.
• Windows OS, Security and Shares. MCSE preferred.
• Excellent written/verbal communication skills, including the ability to easily convey concepts to peers, customers, and employees.
• Prior experience within GE - ViewPoint, OB/GYN/Cardiac/ Vascular reporting application.
• General IT background with ability to consult on infrastructure needs of prospective clients.
• Microsoft Terminal Server / Citrix experience.
• Experience with workflow in a hospital system.
• Prior PACS and HIS experience or familiarity.
• Working knowledge of the DICOM standard and Ultrasound Systems preferred.

Benefits

• Competitive salary range of $92,000.00-$138,000.00 Annual.
• Performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI).
• Medical, dental, vision insurance.
• Paid time off.
• 401(k) plan with employee and company contribution opportunities.
• Life, disability, and accident insurance.
• Tuition reimbursement.