ELLKAY started out providing connectivity solutions to laboratories and within a few years, grew to also provide data management solutions to ambulatory organizations. ELLKAY is now a trusted data management partner in five healthcare segments. ELLKAY’s solutions continue to serve laboratories and ambulatory practices and have expanded to empower hospitals and health systems, healthcare IT vendors, ambulatory practices, health plans, and other healthcare organizations with cutting-edge technologies and solutions that drive their growth and interoperability strategies.

Today, ELLKAY remains true to our core values, building strong partner relationships and offering unparalleled service and support while providing innovative, scalable solutions to the challenges our customers face in today’s data-rich world.

ELLKAY's experience, customer-focused approach, and reputation for innovation, speed, and accuracy differentiate ELLKAY as a premier partner for your interoperability needs and data management strategy.

Job Description:

This is a full-time, computer-professional exempt position. An analyst in this position will be responsible for troubleshooting and resolving issues related to all ELLKAY software products. The successful candidate will receive issues either by phone or email, will communicate effectively throughout the troubleshooting process, will clearly understand when certain issues require escalation, and will successfully manage multiple issues at the same time.

Essential Duties & Responsibilities:

• Respond to customer queries in a timely and accurate way via email and possibly phone.
• Serve as the primary point of contact for all support communication, both oral and written.
• Be available to engage with clients on the support phone queue and communicate with team members on status changes.
• Create and maintain accurate documentation for each support issue.
• Available to actively monitor work queue for proper severity process.
• Communicate efficiently between management and other team members to create an amicable environment.
• Act as an advocate for the client by providing constant communication and proper escalation on client issues.
• Install and configure proprietary software solutions remotely
• Serve as a first level of technical support for clients to troubleshoot issues and can escalate when needed.
• Provide leadership by projecting a positive attitude and by fostering a professional work environment that enables each team member to perform their duties effectively and efficiently
• Recommend improvements in both processes and tools used by the support team
• Attend training for enhanced technical or leadership knowledge.
• Participate in QA and Metrics discussions and mentor support analysts as needed.
• Lead or attend 1:1’s for fellow team members to enhance mentorship and leadership development as needed.

Qualifications:

• Excellent oral and written communication skills
• Solid knowledge of networking and different connectivity solutions (e.g., VPN, SFTP, TCP-IP, etc.)
• Demonstrated organization and planning abilities
• Strong critical thinking and problem-solving skills
• Ability to exercise effective decision-making in a fast-paced environment
• Ability to communicate professionally with people at all levels of the organization
• Strong HL7 knowledge (e.g., ORM, ORU, ADT, SIU, DFT, etc.)
• Experience working with different data formats (e.g., HL7, XML, CSV, etc.)
• Knowledge of healthcare data & workflow
• Knowledge of Microsoft Office Suite applications (Word, Excel, PowerPoint, Access)
• Background in Computer Science, Information Technology, or Business
• Minimum of 4 years of related experience
• Bachelor’s degree from an accredited college or university (preferred)

Benefits:

ELLKAY offers a comprehensive and competitive benefit package that starts day one!

Including:

• Medical, Dental, and Vision benefits
• Employer-paid Life and LTD
• 401k w/ matching – once eligibility is met
• Work/life balance
• Paid Volunteer Program
• Flexible working hours
• Generous FTO
• Remote work options
• Employee Discounts
• Parental Leave

Our awesome culture includes:

• Working with talented, collaborative, and friendly people who love what they do
• Professional growth within
• Innovation environment
• On site in HQ Free daily lunches

Additional information

At ELLKAY, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work. We recognize the significance of fostering connections, collaboration, and creativity within our office culture and its positive impact on our business. Our philosophy of operating as a hybrid workplace underscores our dedication to enabling employees to tailor work-life balance to their individual preferences. For those who do not live within 40 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role. While we prioritize a hybrid work environment for most roles, we understand the importance of flexibility and are open to remote work for specific positions and specialized skill sets.

For more information on our company, visit www.ELLKAY.com.

ELLKAY LLC is a Smoke-Free Workplace.

ELLKAY, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.