Seneca Holdings · 7 hours ago
Issue Resolution Specialist/Account Coordinator
Madigan Medical Center, Washington
Full-time
Onsite
Senior Level
5+ years expGreat Hill Solutions, LLC is part of the Seneca Nation Group and focuses on meeting mission-critical needs for federal customers. They are seeking an Issue Resolution Specialist/Account Coordinator to manage the Defense Health Agency’s Issue Resolution Process and support the Department of Defense's Electronic Health Record system, including training and coordination with end-users.
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Responsibilities
Connect End Users with Cerner AMS and TMI in validating configuration changes
Serve as an Enterprise consultant on workstream processes
Liaise between the Site, DHA, HI, implementation teams, GSC, Tier 3, and DHMSM
Monitor and manage Service Now Dashboards and MTF Visual Task Boards
Communicate ticket resolutions to end-users, Account Coordinators, MHS GENESIS Trainers, and staff
Assists end users with following enterprise system configuration change request and service interruption reporting standard operating procedures
Assesses, monitors, and reports status of EHR helpdesk tickets, taking appropriate actions when necessary
Coordinates local resolution efforts with Account Coordinators, EHR Trainers, Information Technology staff etc., when appropriate
Collaborates with DHA and Defense Health Network (DHN) Health Informatics (HI) staff on high priority issues impacting the MTF
Manage MHS GENESIS end-user profiles and roles
Coordinate and schedule training sessions, including ILT and CBTs
Track and manage training rosters and user role assignments
Troubleshoot common end-user account and role issues
Collaborate with Solution Owners, Trainers, and Peer Experts to optimize MHS GENESIS roles
Submit GSC tickets to create, modify, and manage end-user accounts
Verify end-user roles and responsibilities to ensure correct MHS GENESIS My Experience roles are assigned
Evaluate end-user duties to identify specialized bolt-on privileges
Assigns and coordinates required MHS GENESIS end user training. Requests training domain access
Troubleshoots issues with end users who are experiencing functionality problems related to their MHS GENESIS account
Identify, evaluate, and provide feedback to contract managers on issues or improvements
Other duties related to above as required
Qualification
Required
DoD Public Trust – be able to obtain through our company (Pass background check)
Able to interact and communicate at all levels
Excellent interpersonal skills-verbal, written and spoken
Proficient in Microsoft Office Suite (Word, Excel and Outlook)
An associate's degree is required
5 years' experience as an Issue Resolution Specialist/Account Coordinator or similar
Predominantly Sedentary work. Work is performed in an office environment and requires the ability to operate standard office equipment, keyboards, Web Based Applications such as Procore, electronic spreadsheets and database analysis, outputs, and reporting, virtual data sharing platforms (e.g., SharePoint, Teams, etc.) and other forms of remote work-sharing tools
Exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. May also include climbing stairs and walking
Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers
Preferred
Bachelor's degree preferred
Overseas Locations may have additional requirements to meet SOFA status Agreement conditions
Benefits
Medical
Dental
Vision
Life
Disability
Voluntary benefit programs (critical illness, hospital, and accident)
Health savings and flexible spending accounts
Retirement 401K plan
Company
Seneca Holdings
Seneca Holdings is the investment arm of the Seneca Nation of Indians, and has unique sovereign advantages that help to create value.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
J
Jeffrey Ellis
Chief Executive Officer
Recent News
Rochester Business Journal
2025-08-08
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