ABOUT DEEP MILE NETWORKS, LLC:

Deep Mile Networks, LLC (“Deep Mile”) is a premier provider of training and technology solutions and management consulting services since 2006. The Company’s industry best practices, technically sophisticated solutions, and advanced methodologies have been developed and refined through more than a decade of experience serving the Federal government and Commercial sector. Our capabilities include program and project management, systems integration, systems engineering, IT transformation, systems analysis, data analysis / analytics, change management, Electronic Health Record (EHR) training, curriculum development, and eLearning support for many Federal agencies and the Commercial clients.

CLIENT:

Military Health System (MHS) | Defense Health Agency (DHA) – Health Informatics (HI)

POSITION TITLE:

Issue Resolution Specialist / Account Coordinator Hybrid

POSITION SUMMARY:

The position entails performing responsibilities of both an Issue Resolution Specialist and an Account Coordinator. Issue Resolution Specialist plays a key role in the deployment and continued management of MHS GENESIS, providing on-the-ground support at Military Treatment Facilities (MTF) to ensure that end users are equipped to provide quality patient care and business support. The Issue Resolution Specialist is responsible for managing, tracking, and driving the issue resolution process. It assists with setting up the Informatics Steering Committee (ISC), workflow reviews, and management of the deployment to greatly reduce the number of issue resolution tickets after go-live. Issue Resolution Specialist acts as a liaison between DHA-HI and the MTF to ensure that all system issues are being addressed promptly and end users are aware of system impacts. Account Coordinators are responsible for the daily management of accounts provisioning, modification, and maintenance processes of MHS GENESIS. They manage the scheduling of instructor-led training (ILT), assign required Computer Based Trainings (CBT), and manage the local MTF Health Informatics (HI) training staff in conjunction with the local government POC. They also assist in the organization, planning, and implementation of training events targeted at enhancing end user understanding and functionality of MHS GENESIS.

RESPONSIBILITIES:

• Act as a liaison between the MTF and various stakeholders to include DHA Health Informatics (HI), Implementation team, Program Management Office (PMO) and other MTF’s within the DHA enterprise.
• Support deployment activities, business process adoption, and report/metrics activities.
• Facilitate and participate in site Informatics Steering Committee activities.
• Manage, coordinate, and maintain all local Global Service Center (GSC) tickets associated with MHS GENESIS applications and medical device connections.
• Collaborate with local MTF, Solution Owners, Super Users (Peer Experts), and Functional Champions on troubleshooting technical issues related to MHS GENESIS applications and connectivity.
• Communicate and disperse all downtimes to the local MTF for awareness.
• Triage all local ticket issue associated with go-lives, system upgrades, modifications, and connectivity.
• Develop and direct the development of solutions to complex problems requiring extensive understanding of the project functionality and lifecycle.
• Assist in facilitating MHS GENESIS related deployment phase and sustainment phase activities.
• Design, develop, and maintain reports and analytical tools.
• Use current knowledge of business and technology to recommend systems and process improvements.
• Assign classrooms/computer rooms for training and provide calendar invites.
• Manage training rosters, user role assignments, and load provider credentials.
• Forecast manpower requirements for trainers (trainer staff onsite).
• Track and facilitate action items related to implementation and sustainment.
• Support site scheduled events, deployment activities, and sustainment planning.
• Support and facilitate gap analysis of events’ output data.
• Submit tickets to initiate MHS GENESIS account creation and provisioning for end users.
• Assist with preparing instructional aids and materials for training.
• Manage domain access, privileges and verify end user roles and clinic responsibilities to ensure correct roles assignment for MHS GENESIS.
• Troubleshoot end user role issues and identify any role adjustments.
• Submit Global Service Center (GSC) tickets to initiate, modify, suspend, reactivate, and enable end user accounts.
• Present at meetings to address updates/changes to MHS GENESIS.
• Collaborate with Training Site Lead and Issue Resolution Specialists to ensure end user roles and accounts are operating as designed.
• Assist with healthy learning environment for trainers and end users by ensuring training areas are adequate and have the required functional hardware.
• Collaborate with other Account Coordinators and personnel working on MHS GENESIS related issues at other MTFs within the DHA enterprise.
• Provide support to Military Treatment Facilities (MTFs) outside the primary region, if needed, as directed by the Regional Project Manager.

QUALIFICATIONS:

• Prior experience with analyzing business processes and information management needs of medical organizations.
• Knowledge of marketing research and BPR methodologies, analysis, theory, and application and strong interpersonal skills.
• Knowledge of activity-based costing principles and knowledge of functional economic analysis to assess several alternatives.
• Knowledge of various specialized areas of health care management.
• Preferred experience in supporting Clinical Information Systems (CIS) training, tools, software installs and upgrades, preparing classrooms, facilities, and necessary equipment for classes or supporting EHR efforts.
• Knowledge of workings of a hospital technical system.
• Must maintain an appropriate degree of knowledge, skill, and ability to provide functional support and perform system status checks as needed during trouble ticket resolution.
• Personnel must be fluent in verbal and written English and English medical terminology.

The position will be performed on-site and will generally encompass a standard workweek spanning Monday through Friday during regular business hours.

US Citizenship Required. Candidate will need to obtain a DoD Public Trust Clearance

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Experience:

• Military/ Medical Operations: 2 years (Preferred)
• Ticketing/ Troubleshooting: 2 years (Preferred)
• Remedy/ ServiceNow: 1 year (Preferred)
• Electronic Health Record (EHR) systems: 1 year (Preferred)

Ability to Relocate:

• Fort Novosel, AL 36362: Relocate before starting work (Required)

Work Location: In person