Memorial Sloan-Kettering Cancer Center Network Analyst III in New York, New York

Network Analyst III

Job Posting Number: 22266

Information Technology

New York,NY

May 31, 2018

Company Overview:

At Memorial Sloan Kettering (MSK), we’re not only changing the way we treat cancer, but also the way the world thinks about it. By working together and pushing forward with innovation and discovery, we’re driving excellence and improving outcomes.

For the 28th year, MSK has been named a top hospital for cancer by U.S. News & World Report. We are proud to be on Becker’s Healthcare list as one of the 150 Great Places to Work in Healthcare in 2018, as well as one of Glassdoor’s Employees’ Choice Best Place to Work for 2018. We’re treating cancer, one patient at a time. Join us and make a difference every day.

Job Details:

Lead the efforts regarding the establishment of and future enhancements to the MSKCC patient portal while ensuring optimum patient service to the community utilizing the web portal. Responsibilities include supervising staff responsible for engaging in interactions with patients and participating in the strategic formulation of the IS service standards. This includes receiving inquiries, assessing and providing appropriate resolution for patients who need support while accessing the Patient Portal Application and acting as a liaison with the Patient Portal developers, Public Affairs, Marketing, Physician Office Assistants (POA’s) and other MSKCC management staff. This person will have a very sensitive role in patients’ overall experience and use of critical thinking skills and excellent communication is very important.

Additionally, the patient portal support and system analyst will play an integral role in designing front-end User Interface templates, ensuring thorough user acceptance testing, constructing and conducting usability tests with patient focus groups as well as providing online documentation for all portal admin functions and RightAnswers database.

  • Prepare proposals and recommendations for new functionality on the portal to fulfill business requests.

  • Develop and document specifications for portal features and enhancements using Team Foundation Server (TFS).

  • Identify end user design enhancements and assist in development of new forms or content as needed by utilizing basic HTML programming or tools such as Inettool and Sitefinity.

  • Test and implement administrative and functional updates to the portal

  • Oversee, maintain and develop an answers database for portal support using RightAnswers.

  • Maintain and develop training documentation for other MSK staff in the use of the portal for reference and presentation.

  • Maintain and develop portal administration functional documentation on the teamshare wiki.

  • Document portal enhancement requests, testing and implementation on Team Foundation Server.

  • Submit RFS documentation when requesting technical modification from other teams.

  • Update and monitor portal status during all upgrade implementations including upgrades to related systems such as EWS, CIS and SMS

  • Test all portal systems prior to any update implementation.

  • Supervise and train the Patient Portal Support Asst members. This includes hiring, staff evaluation, counseling and recommendations for terminations.

  • Serve as point of contact and support for Memorial administrative staff members in their patient interactions concerning non-routine portal questions, requests, etc.

  • Prepare published materials and guidelines for Memorial administrative staff members to aide in their handling of routine web portal matters.

  • Devise and facilitate training programs for MSKCC staff and patients.

  • Suggest and/or solicit new content from other contributors to provide on-going enhancement to the patient web portal. Ensure that enhancements are reviewed and approved by Public Affairs for their approval.

  • Attend and represent portal team at other MSK user group meetings.

  • Schedule, attend, and take minutes at bi-weekly PPWG meetings

  • Provide backup support for other administrative tasks as needed and as directed by assigned Manager (e.g. Board Portal Support).

  • Resolve issues by accessing required systems (e.g. SMS, Cadence, RAM, ESIG, Right Answers) as needed.

  • Triage and direct calls to the appropriate IS and/or MSKCC operational areas if an independent resolution can’t be reached.

  • Document and track problem calls and provide statistics

  • Monitor and research portal audit trails as needed for security review

  • Provide Level 2 technical support

Respond to phone calls, e-mails and portal messages from patients and Internal staff requesting assistance related to the use of the Patient Portal

Resolve issues by accessing required systems (e.g. SMS, Cadence, RAM, ESIG) as needed. Triage and direct calls to the appropriate IS and/or MSKCC operational areas

Candidates must have a working knowledge of; Microsoft Windows, Apple MAC, Apple iOS and Android

Experience with customer care phone support is REQUIRED.

Bilingual proficiency preferred

Bachelor’s Degree

Preferably in Public (Hospital) Administration – or Information Systems.

2-4 years related experience

Master’s Degree

Health Care Information Systems

The successful candidate must possess a Bachelor degree in a related field along with demonstrated analytical, communication and leadership skills.

  • Experience with customer care/hotline support is desirable.

  • A good knowledge of Excel, Word and PowerPoint is critical.

  • Excellent communication and interpersonal skills.

  • Bilingual proficiency preferred.

  • Good working knowledge of other operating systems including Microsoft, Apple and Linux.

  • Good working knowledge of multiple browsers such as Internet Explorer, Safari, Firefox.

#LI-FA1

MSK is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sexual orientation, national origin, age, religion, creed, disability, veteran status or any other factor which cannot lawfully be used as a basis for an employment decision.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.