Organization:

Provation is the premier software provider of intelligent procedure documentation and coding solutions improving clinical productivity and reimbursement (Provation® MD), equipping physicians and administrators with evidence-based clinical decision support solutions to optimize order sets and care plans (Provation® Order Sets) and providing evidence-based content for structured clinical documentation and coding embedded within the EHR (Provation® Clinic Note). Provation is trusted by leading physicians globally, serving approximately 1,500 hospitals and 1,000 Ambulatory Surgery Centers (ASCs), including 16 of the top 20 U.S. hospitals for gastroenterology (GI) and GI surgery. Provation is headquartered in Minneapolis, MN and is owned by Clearlake Capital Group, L.P.

Job Summary:

The Technical Support Analyst consistently delivers a personal, respectful, and helpful support experience by utilizing product and domain expertise, internal tools, and teamwork.

Essential Duties & Responsibilities:

Provide exceptional customer support to all Provation customers
- Maintain professional friendly approach with customers
- Listen to customer’s needs and take appropriate measures to assist them
Actively assist with Provation’s customer call center
- Field customer interactions via phone and email
- Create and manage cases in Salesforce.com
- Thorough documentation is required
- Ensure Service Level Agreements are being met
Own the customer experience by providing technical assistance, quality product and technical solutions to customers
Manage multiple support requests, prioritizing where necessary to ensure customer needs are being met
Correctly identify, replicate and thoroughly document issues for efficient case management and case data trending
Provide remote technical and application support to a wide variety of healthcare professionals
Share knowledge through internal knowledge base articles
Actively participate in a rotating 24/7 on-call pager support
Foster teamwork and collaboration across all teams
Maintain a professional demeanor under pressure
Own assigned customer requests
Other duties and projects as assigned

Job Requirements:

Education & Experience

Two-year or four-year college degree or equivalent work experience
2+ years of working knowledge for:
- Computer operating systems
- Software troubleshooting techniques
2+ years of previous customer support experience is preferred
Some experience with Oracle, SQL, Computer Sciences, HL7 interfaces is a plus
Experience in the healthcare industry is a plus

Other Knowledge, Skills, Abilities or Certifications:

Strong technical aptitude
Experience in Salesforce or another customer relationship management system (CRM) is a plus
Participation in knowledge share through established knowledge management system (KMS) is a plus
Must be able to work independently while actively supporting a strong team environment
Excellent interpersonal skills
Excellent written and oral communications skills
Energized by the challenge of identifying new opportunities
Experience working within premise-based product model is a plus

Provation Core Values:

Customer Focused: We put our customers first and maintain effective customer relationships.
Productive: We work smarter; We work to produce the most effective results.
Innovative: We look to improve or create more effective processes, products or ideas to increase our business success.
Accountable: We see it, we own it, we solve it and we do it.
Teamwork: We practice collaboration and communication across the organization.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.<

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

Provation is a leading provider of healthcare software and SaaS solutions for clinical productivity, care coordination, quality reporting, and billing. Our purpose is to empower providers to deliver quality healthcare for all. Provation’s comprehensive portfolio spans the entire patient encounter, from pre-procedure through post-procedure, with solutions for physician and nursing documentation (Provation® MD, Provation® Apex, MD-Reports, Provation® endoPRO®, and Provation® MultiCaregiver), anesthesia documentation (#1 Best in KLAS Provation® iPro), patient engagement, surgical care coordination, quality reporting, and billing capture (Provation® SurgicalValet™), order set and care plan management (Provation® Order Set Advisor™ and Provation® Care Plans), and EHR embedded clinical documentation (Provation® Clinic Note). Provation has a loyal customer base, serving more than 5,000 hospitals, surgery centers, and medical offices, and 700 physician groups globally, including 19 of the top 20 U.S. hospitals. In 2021, Provation was acquired by Fortive Corporation, a Fortune 1000 company that builds essential technology and accelerates transformation in high-impact fields like workplace safety, engineering, and healthcare. For more information about our solutions, visit provationmedical.com and follow us on Twitter, Facebook, and LinkedIn. Our purpose at Provation is to empower providers to deliver quality healthcare for all. To deliver on this commitment, we’re guided by our core values – Provation has a culture of CARES:Community - We have a shared sense of improving healthcare, enriching the broader world we live in and serve. Accountability - We own it and get it done with integrity. Respect - We build diverse teams that collaborate and communicate with positive intent and trust. Excellence - We welcome new ideas as we innovate quality solutions. Service - We are passionate about putting customers first. “We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com. “The salary range for this position (in local currency) is 41,200.00 - 76,400.00. Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.

Provation

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Technical Support Analyst