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Engagement and Support Services Specialist

Chicago, Illinois
Job Type
1 Aug 2022
About Us

Medical Home Network (MHN) is a not-for-profit collaborative that has fundamentally changed how care is delivered. Our proven model of care unites provider communities and diverse healthcare entities around a common goal: to redesign healthcare delivery and transform the way care is managed.

Job Summary

The Engagement & Support Service Specialist will support initiatives to improve customers use of our technology to the fullest potential.

The Engagement & Support Service Specialist will provide daily direct end-user support to patient care coordination teams and business entities on the use of various technology platforms. Overall direct end-user support includes but is not limited to system introduction and maintenance, workflow assessment integration, training, troubleshooting issues and driving key communication.

Essential Functions

Provides excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions.
Ensures that service requests, diagnoses, troubleshooting and technical problems and information technology issues related to the technology platforms are resolved in a timely manner
Analyzes complex situations in the clinical environment to resolve technical problems
Support End User Training Programs for all levels of care team staff and administration
Establish User Creation and Authentication
Maintain and or build system organizations and sites
Continued Identification and documentation of workflows that are prone to issues and works with end-users to increase knowledge and learning
Participates in user acceptance testing on system modifications and release
Deploy ongoing support ticket system and telephonic engagement practices
Delivers and manages end-use communication on system modifications, releases, scheduled down-time, etc.
Manage day to day tasks to ensure timely resolution and customer service goals are met.
Other supporting duties, as assigned


Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly communication.
Demonstrates strong knowledge of technology system through presentation of tools
Ability to working and foster a collaborative team environment
Strong customer service orientation
Excellent follow-through and attention to detail
Proficient with Microsoft office suite type applications

Required Education

Bachelor's degree in related field

Additional Eligibility Qualifications

IT Support or Health Care Operations experience. Familiarity with health information systems, practice management, and call centers a big plus.
Experience in user training and client engagement
Customer Service experience

Work Environment

This position operates in a professional office environment, and physical presence and regular attendance are essential functions of the job. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to speak and hear.
The employee frequently is required to move about the office, use hands to handle or feel, and reach with hands and arms to access and use computer equipment and other office productivity machinery.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The employee in this position must be able to move and carry presentation materials and equipment weighing up to 40 pounds in connection with business meetings and travel.

Medical Home Networks policy is to comply with the provisions of all applicable laws and regulations, including the Americans with Disabilities Act, and will provide reasonable accommodations to applicants and employees who are qualified for a job, with or without accommodations, so that they may perform the essential duties of the position.

Position Type/Expected Hours of Work

This is a full-time position that regularly requires a 40 hour work week and that may require long hours and weekend work.


Travel as needed for off-site meetings; 95% of travel will be local travel.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Background Checks

At any point during your tenure with MHN you may be subject to a background check in accordance with MHNs policies and applicable law. You will receive separately disclosure and authorization forms before any such background check is conducted. This role requires criminal background checks, OIG check, and a credit check.

EEO Statement

Medical Home Network is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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  • Job Reference: 674017521-2
  • Date Posted: 1 August 2022
  • Recruiter: Medical Home Network
  • Location: Chicago, Illinois
  • Salary: On Application
  • Job Type: Permanent