Delaware Health Information Network · 1 day ago
Technical Support Specialist
Dover, DE
Full-time
Hybrid
Mid Level
$73K/yr - $84K/yr
3+ years expDelaware Health Information Network (DHIN) is the nation’s first statewide health information exchange, aimed at improving the quality and efficiency of health care services in Delaware. The Technical Support Specialist will provide support to DHIN staff and customers, focusing on maintaining system settings and addressing technical issues to ensure seamless delivery of medical results and related services.
Health CareInformation ServicesNon Profit
Responsibilities
Develop and apply a strong working knowledge of the Community Health Record (CHR) system, Personal Health Record (PHR) and the results delivery platforms used to support the needs of DHIN users
Respond and prioritize incoming requests for assistance, including telephone, voicemail, and in-person inquiries, from users experiences technical issues
Provide timely status updates at regular intervals to ensure customer satisfaction, including initiating customer contact, escalating issues when appropriate, and driving resolution
Fulfill Tier I (basic support) customer requests promptly to promote engagement with DHIN products and services
Collaborate with Business Relationship Managers and clinical practices to share insights on issue trends and feedback gathered from customer interactions
Document and manage all support-related interactions in the Salesforce CRM platform, including request fulfillment and incident management
Complete provider code mapping activities for DHIN-enrolled practices
Troubleshoot basic and critical CHR and results delivery issues, and update provider delivery settings as part of routine operations
Support basic and critical Community Health Record network trouble-shooting inquiries from practices, as capacity permits
Utilize all features of the telephone and voicemail system effectively
Adhere to all organizational and project policies, regulations, and operating procedures, maintaining a thorough working knowledge of each
Assist with compiling operational reports on a scheduled basis
Maintain hard-copy and electronic filing systems
Report on time for designated shift; remote work may be approved by management
Contribute to the maintenance of the Salesforce-based knowledge management system to support continuous service improvement and staff training
Assist projects, functions, and teams with quality management planning; support the development and enhancement of organizational processes, standards, and localized quality improvements
Perform secondary Salesforce administrative support functions within the CRM tool
Oversee reporting of third-party directed delivery service metrics and troubleshoot errors
Perform other duties as assigned
Qualification
Required
3-5 years of experience in customer support, technical support, healthcare IT, or a related service-oriented role
Experience in using Microsoft Office products including PowerPoint, Excel, Word and Outlook
Experience using Salesforce or similar CRM tool
Training and experience in interacting with and administering IT system functions, ideally related to healthcare or EMR technologies
DHIN expects employees to be certified in ITIL Foundations or commit to becoming certified within the first year of employment. This is a condition of employment
Demonstrated resourcefulness in setting priorities and identifying opportunities to improve efficiency
Strong analytical and problem-solving skills
Ability to multitask effectively while maintaining a high level of attention to detail
Basic understanding of HL7s, CCDs, XML, and JSON data formats
Proficient in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint), Salesforce, and other relevant software applications
Excellent judgement and strong customer-facing communication skills
Self-motivated, with the ability to independently troubleshoot and resolve new issues
Ability to read, comprehend, and produce clear, professional written communications
Exceptional interpersonal skills and enthusiasm for working within a multidisciplinary, diverse, and dynamic team
High degree of professionalism and the ability to perform well in a fast-paced environment
Personal qualities of integrity, credibility, and commitment to DHIN's mission
Flexibility and adaptability in response to changing priorities and circumstances
Preferred
Associate degree in Business/Office Administration/Health IT/Information Systems or related area, preferred. Candidates with some college credits and sufficient related professional experience may also be considered
Benefits
22 days of paid time off annually and 13 paid holidays.
Highmark medical plan with employer contributions of 80% of the in-network deductible contributed to an HSA account of employee’s choice.
Highmark Blue Edge Dental Flex dental plan with 100% of the cost of the employee covered by DHIN (employee bears cost of dependents).
Voluntary vision plan offerings through VSP.
Wellness programs through Blue365, Spring Health, and Well360.
SIMPLE IRA with company matching up to 4.5%.
Short- and long-term disability and AD&D insurance covered 100% by DHIN.
$50k life insurance coverage with option to increase to $100k or $150k.
Elective benefit options such as identify theft protection insurance, Accident, Critical Illness, and enhanced life insurance are available through AFLAC.
Company
Delaware Health Information Network
Delaware is a health information network is a statewide health information network in the nation.
11-50 employees
H1B Sponsorship
Delaware Health Information Network has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (1)
2022 (1)
2021 (1)
Funding
Current Stage
Early StageLeadership Team
Jan Lee
Chief Executive Officer
Jeffrey Reger
Chief Technology Officer, Security Officer
Recent News
Morningstar.com
2025-10-23
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