Clinical Support Consultant

2 months ago

Melbourne, Australia Harris Computer Systems Full time

About Harris Maternity

Harris Maternity is made up of a portfolio of clinical software solutions that support maternity. Our portfolio has been born through four acquisitions of best-of-breed maternity software providers, including K2 Medical Systems, Meridian Health Informatics, MCATS and Ternity Group.

Our products range from digital maternity records to intelligent fetal monitoring solutions to online antenatal education for clinician educators and new parents. We have a clear vision to be the leading partner to the Maternity and Newborn sector in Australia, providing software and solutions that our clinicians love to use. It is that vision that sees 1 in every 2 babies born on a Harris Maternity product in Australia.

Position: Clinical Support Consultant

What will be your impact?
- Perform customer workflow analysis to determine product purchase feasibility
- Create reports, educate customers and conduct product training sessions
- Understand the functionality of the products or software, setting up support resources and educating clients on usage
- Assist sales staff with product demonstrations
- Participate with various focus groups to evaluate product clinical requirements specifications and documentation
- Establishing effective relationships with a wide range of people in addition to their own team, including external IT teams, stakeholders, customers, and support teams.

What are we looking for?

1. Customer relationships, training and implementation
- Maintain, or otherwise develop, enduring relationships with both current and potential customers Identify and develop opportunities where K2 solutions will meet customer needs
- Liaise with customer’s clinical and technical staff to identify and resolve any product issues
- Cultivate opportunities to collaborate with clinicians to refine or otherwise improve the clinical utility of K2 solutions.
- Conduct requirements gathering workshops with customers
- Perform peer review of the solution prior to release to the custom for UAT
- Demonstrate K2MS products to customers
- Train customers on the use of K2 products prior to go-live, then provide onsite support during go-lives
- Liaise with the customer’s clinical and technical staff where necessary to ensure completion of related tasks to satisfy project deadlines
- Update knowledge base documentation and system user manuals as required

2. Customer support
- Ensure all issues are properly logged in the K2 ticketing system and track issues through to resolution via ticketing system, within agreed time limits
- Escalate unresolved issues to appropriate resources, either within K2 or via Customer infrastructure teams
- Follow up with customers to ensure their issues are resolved and fully functional after troubleshooting

3. Reporting, Workflow Analysis and Process
- Work with the K2 team to develop and implement strategies and best practices for product implementation and ongoing support
- Document, review and revise technical and clinical knowledge in the form of notes and manuals via K2 knowledge base
- In consultation with customers and members of the K2 clinical modelling team, draft, and review clinical requirements specification documents
- Ability to undertake regional or domestic travel
- Submit all reporting to Manager and team by required deadlines - Weekly plan, expenses and all other reporting requests
- Adhere to Company Policy and Procedure at all times when conversing with current and potential

What we can offer:

- Exciting professional growth and career advancement opportunities.
- Flexible and autonomous working environment.
- Employee stock ownership plans programs.
- Lifestyle rewards.
- And more

Join Us:
Embark on a rewarding journey with Harris Maternity, where your contributions make a significant impact on the future of maternal healthcare. Be part of a team committed to excellence, innovation, and the wellbeing of families.

WeAreHarris

Please note you must be eligible to work in Australia and/or New Zealand to be considered for this role.

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._

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