Practice Information Management System Specialist
Agoura Hills, CA

Job Description

Job Description

Practice Information Management System Specialist

(AVImark, Cornerstone)

Creative problem solver changing pets and pet parents lives with technology

Who We Are:

National Veterinary Associates (NVA) is the largest private owner of non-branded, free-standing veterinary hospitals. We currently own over 600 locations in over 40 states, Canada, Australia, and New Zealand and has grown rapidly and profitably every year since its inception in 1996. Whether a vet, technician, hospital manager, or member of our corporate support center, we seek to improve the lives of pets & pet parents.

We are looking for a Practice Information Management System Specialist (PIMS Specialist) to support our general practices. The position will provide Tier 2 support (retrieve and resolve) for incidents and service request fulfillments. This will involve communicating with veterinary professionals to understand and address their needs. Additional responsibilities include completing and coordinating testing for major releases and process improvements .The individual will work as a member of our Service Desk Team. This is a remote position, requiring 20% travel to attend meetings and site visits. Onboarding for this role will require a commitment to travel from your home location for training.

Who You Are

A client services professional with experience in supporting the incidents and service requests for practice information management system (AVImark and/or Cornerstone) used within NVA hospitals. You are motivated to make an impact for hospitals within the NVA family and are excited by the opportunity to get more involved on the technology side. You think critically to consider tradeoffs in technology and operational decisions. You understand and are excited by the impact software can have for an organization. You are organized, detail-oriented, self-motivated and able to work efficiently and effectively through tough or ambiguous problems. You are a good communicator and have an excellent attitude, able to remain calm under pressure.

RESPONSIBILITIES:

General Practice PIMS Tier 2/3 Support (70%)

* Provide Tier 2 Support (retrieve and resolve) for incidents and service request fulfilments for General Practice PIMS
* Provide Tier 2 Support and facilitate passing the issue required stakeholders (e.g., vendors, system architecture)
* Prepare technical reports by collecting, analyzing, and summarizing information and trends, and preparing findings for SLA review meetings.
* Manage with vendor demand via a Known Error list and feature enhancement list
* Provide PIMS support to departments within our Support Center

Project & Process Manager (30%)

* Coordinate any testing for major releases to ensure service meets customer expectation and IT operations is able to continue support
* Proactively monitor end-to-end processes for supporting the PIMS
* Plan, schedule and control the beta and full releases to impacted hospitals for major releases (including distribution of relevant communication & training)
* Monitor project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
* Participate in project meetings, propose different routing options/solutions available based on project request

QUALIFICATIONS:

* High school diploma plus 3-5 years experience with AVImark and/or Cornerstone
* Ability to learn new software
* Experience in a hospital or veterinary setting preferred
* Ticketing system experience - ServiceNow or other incident management system
* Strong customer service focus
* Detail-oriented with the ability to organize, multitask, and prioritize tasks
* Ability to work in a team environ