Issue Resolution Specialist

Hui Huliau Technology Services, a subsidiary of Hui Huliau, a Global Federal Government Contracting Firm, is seeking an Issue Resolution Specialist/Account Coordinator (Hybrid). The Issue Resolution Specialist/Account Coordinator is a Hybrid role that performs all duties of the Issue Resolution Specialist and Account Coordinator.

Principle Duties and Responsibilities

• The Issue Resolution Specialist manages the Defense Health Agency?s (DHA) Issue Resolution Process at assigned Military Treatment Facilities (MTF) in support of the Department of Defense (DoD) Electronic Health Record (EHR), to include system content and configuration changes, scheduled and unscheduled service interruptions, and updates impacting end users.
• Assists end users with following enterprise system configuration change request and service interruption reporting standard operating procedures.
• Assesses, monitors, and reports status of EHR helpdesk tickets, taking appropriate actions when necessary.
• Co-facilitates, records, and publishes periodic MTF Informatics Steering Committee (ISC) meeting minutes.
• Coordinates local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff etc., when appropriate.
• Maintains MTF EHR Communications email distribution list.
• Analyzes, organizes, and disseminates information associated with periodic EHR system upgrades and application changes.
• Ensures end users are kept informed on status of service interruptions impacting the EHR. Collaborates with DHA and Defense Health Network (DHN) Health Informatics (HI) staff on high priority issues impacting the MTF.
• Responsible for Managing the MHS GENESIS Account Provisioning process at assigned Military Treatment Facilities. This includes assignment and coordination of end user MHS GENESIS required training. Attend informational meetings, conference calls and briefings regarding MHS Genesis roles and account related topics.

Skills/Abilities

• US Citizen
• DoD Public Trust ? be able to obtain through our company (Pass background check)
• Able to interact and communicate at all levels
• Excellent interpersonal skills-verbal, written and spoken.
• Proficient in Microsoft Office Suite (Word, Excel and, Outlook)
• Overseas Locations may have additional requirements to meet SOFA status Agreement conditions.

Education and Experience:

• High School Diploma Required.
• Associates/Bachelor?s Degree preferred.
• 3 years? experience as an Issue Resolution Specialist/Account Coordinator or similar

Hui Huliau and its subsidiaries are participants of E-Verify.

Hui Huliau and its subsidiaries are drug free workplaces.