Issue Resolution Specialist/Account Coordinator

Great Hill Solutions, LLC is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is Seneca Holdings' federal government contracting business that meets mission-critical needs of federal civilian, defense, and intelligence community customers. Our portfolio comprises multiple subsidiaries that participate in the Small Business Administration 8(a) program. To learn more about SNG, visit the website and follow us on LinkedIn.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Great Hill Solutions is seeking a highly motivated and experienced individual to join our team as an Issue Resolution and Account Coordinator. The Issue Resolution Specialist/Account Coordinator manages the Defense Health Agency’s (DHA) Issue Resolution Process and the MHS GENESIS Account Provisioning process at assigned Defense Health Network Hubs 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. This includes assignment and coordination of end-user MHS GENESIS required training. 

This is a full-time position. Occasional travel may be required.

Responsibilities include but are not limited to:

• Connect End Users with Cerner AMS and TMI in validating configuration changes
• Serve as an Enterprise consultant on workstream processes
• Liaise between the Site, DHA, HI, implementation teams, GSC, Tier 3, and DHMSM
• Monitor and manage Service Now Dashboards and MTF Visual Task Boards
• Communicate ticket resolutions to end-users, Account Coordinators, MHS GENESIS Trainers, and staff
• 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.
• Coordinates local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff etc., when appropriate.
• Collaborates with DHA and Defense Health Network (DHN) Health Informatics (HI) staff on high priority issues impacting the MTF.
• Manage MHS GENESIS end-user profiles and roles
• Coordinate and schedule training sessions, including ILT and CBTs
• Track and manage training rosters and user role assignments
• Troubleshoot common end-user account and role issues
• Collaborate with Solution Owners, Trainers, and Peer Experts to optimize MHS GENESIS roles
• Submit GSC tickets to create, modify, and manage end-user accounts
• Verify end-user roles and responsibilities to ensure correct MHS GENESIS My Experience roles are assigned
• Evaluate end-user duties to identify specialized bolt-on privileges
• Assigns and coordinates required MHS GENESIS end user training. Requests training domain access.
• Troubleshoots issues with end users who are experiencing functionality problems related to their MHS GENESIS account.
• Identify, evaluate, and provide feedback to contract managers on issues or improvements.
• Other duties related to above as required.

 Skills/Abilities:

• 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)

 Education and Experience:

• An associate's degree is required, with a Bachelor's degree preferred.
• 5 years’ experience as an Issue Resolution Specialist/Account Coordinator or similar

 Physical Requirements:

• Predominantly Sedentary work.  Work is performed in an office environment and requires the ability to operate standard office equipment, keyboards, Web Based Applications such as Procore, electronic spreadsheets and database analysis, outputs, and reporting, virtual data sharing platforms (e.g., SharePoint, Teams, etc.) and other forms of remote work-sharing tools.
• Exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  May also include climbing stairs and walking.
• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.