IT Clinical Systems Representative III

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

The IT Clinical Systems Representative III - Remote role provides customer support, configuration, setup and maintenance for Hanger production clinical applications including Nextgen EHR/EPM and all Hanger developed clinical applications. This role also performs access administration and configuration tasks for these systems and applications. The Clinical Systems Rep requires a balance of excellent technical skills, troubleshooting and customer service.

• Responds to inquiries via ticketing system, telephone, email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
• Troubleshoots problems with malfunctioning software applications, user setups and related installation issues and recommends corrective action.
• Documents customer information and recurring technical issues to support system or process modifications and proactively identifies and implements processes or communication strategies to improve the customer experience.

• Provide support for technical problems related to Clinical applications, EHR/EPM software and other applications.

• Ensure accurate triage, documentation, and prioritization of incidents.

• Contribute positively to customer service, incident, and request service level agreements.

• Coordinate escalation and resolution of technical issues with IT teams.

• Create and maintain support documentation and knowledge articles.

• Commit to individual goals by completing ongoing training and development.

• Perform responsibilities within established IT and Security compliance criteria.

• ​​Typically requires a four-year degree and a minimum of 2 years of related experience.
• Knowledge of the Nextgen EHR/PM system and ancillary services along with some SQL experience is preferable.
• Familiarity with healthcare IT standards and protocols also preferred.

• Accountable and dependable with schedule and attendance.

• Adaptable and flexible with changing priorities.

• Self-motivated to be a team player, with initiative to develop and understand technologies.

• Strong customer service, communication, and follow-up skills.

• Ability to work independently and in a dynamic environment.

• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

#LI-Remote

Pay range of $60,000 to $80,000 annual salary + annual bonus: up to 8% of base pay depending on bonus criteria.  This pay range is posted to comply with wage transparency laws.  Hanger salary ranges vary based on skill, ability, knowledge, geographic location and other variables.  

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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