This is a Senior Product Support Analyst position responsible for supporting the PatientKeeper Clinical Provider Portal and Mobile Solution implemented across approximately 170 HCA hospitals. This role will have a dotted-line reporting relationship to the ITG Manager of PatientKeeper and will collaborate with multiple team members. The PatientKeeper solution is a physician-centric EHR optimization software "overlay" that integrates with MEDITECH Magic and Expanse to streamline workflows and improve productivity.

Key Functions Of The Role

Design, develop, implement, and support PatientKeeper NoteWriter templates using the PatientKeeper NoteWriter template-driven documentation tool for physician electronic notes.

Review, escalate, and resolve issues reported by internal teams and hospital staff.

Develop a strong understanding of the product to actively participate in reviews of product functionality and future enhancements.

General

Responsibilities (The essential responsibilities and accountabilities of this position, including interactions with other departments and outside vendors, listed in priority order.) Lead and contribute to the review, analysis, and evaluation of the PatientKeeper system and user needs.

Work independently and with key project team members and vendors to define requirements, establish timelines, identify and resolve issues, and ensure solutions meet business requirements and objectives.

Author and analyze change requests, ensuring specifications are clearly documented and submitted.

Build positive relationships with business operations, IT&S; leadership, and vendors.

Provide training and guidance to junior team members regarding PatientKeeper functionality.

Provide routine support and maintenance for PatientKeeper.

Identify and resolve problems and issues.

Demonstrate strong verbal and written communication skills.

Follow established change management processes.

Document solutions and best-practice guidelines, maintaining documentation as the product evolves.





Relevant

Experience 6+ years of relevant experience Other / Special QualificationsMust Have Respect for diversity of experience, characteristics, viewpoints, and opinions.

Strong analytical and technical skills with the ability to analyze issues, assess technical risks, and recommend sound solutions in a timely manner.

Robust interpersonal and leadership skills, with the ability to communicate complex subject matter across cross-functional teams.

Experience using tools to build templates and/or reports.

Ability to design templates that capture relevant, high-value data for specific fields.

Ability, with training, to quickly learn and navigate the PatientKeeper NoteWriter tool, including settings used to activate, create, and customize note templates.

Professional demeanor, positive attitude, and strong customer service orientation.

Strong sense of responsibility and accountability, with the ability to take ownership, show initiative, and meet delivery deadlines.

Ability to learn, understand, and apply new technologies, methods, and processes while adhering to HCA security standards.

Decisiveness and assertiveness, with the ability to achieve results quickly.

Ability to prioritize multiple activities and tasks simultaneously and adapt to a rapidly changing environment with limited supervision.

Experience working both independently and in a collaborative, team-oriented environment.

Adaptable and flexible, with the ability to handle ambiguity and changing priorities. Nice to Have Experience with PatientKeeper Provider Portal and Mobile solutions.

Experience using the PatientKeeper NoteWriter tool to design templates that capture relevant, high-value data for specific fields.

Experience with MEDITECH Magic and/or Expanse clinical documentation applications.

Experience with ServiceNow and Salesforce issue tracking tools.

Familiarity with creating well-organized SOAP, DAP, or BIRP notes, ensuring templates drive AI-generated documentation that is structured, clinically relevant, and accurate.

📌 Senior - Product Support Analyst (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad