Position Summary:

The Production Support Associate Team plays a vital role in the overall delivery process. Our ideal candidate will be responsible for triaging and resolving Customer reported issues on a timely manner to ensure customer satisfaction. GuidingCare® is a complete platform for patient-centered care, offering health plans and provider organizations easy-to-use, next-generation data integration and workflow management tools. This position interacts with clients to review their internal workflows and processes and engages in IT solution discussions to optimize solutions aligned to their organizational goals.  The Guiding Care Business Unit, is part of the larger HealthEdge organization.

Your Impact:

• Serve as a first point of contact with HealthEdge clients to triage and assist the customers on reported issues
• Learn and maintain proficiency in using the Guiding Care platform and understanding HealthEdge and its partner product and services
• Perform Production Support triage to diagnose issues, create solutions or route tickets appropriately
• Respond to tickets within the contractual service level agreement (SLA) times
• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed
• Build rapport and elicit detailed information from clients regarding the expectations of, and issues pertaining to, HealthEdge’s products and services
• Gather and document requirements, use problem solving skills and investigative nature to expeditiously address questions and resolve issues
• Meet or exceed customer expectations by anticipating and resolving their issues
• Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status
• Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities
• Provide systems and clinical content training and support to clinical and non-clinical client support staff using the software in client sites
• Work in coordination with Account Management team and Delivery Manager to support clients, including managing minor projects
• Work with Project Managers, Business Analysts, SMEs, Developers and Delivery Managers to obtain a clear understanding of requirements, develop thorough test plans as needed, and to ensure status and schedules are communicated
• Verifies and identifies issues as either legitimate technical product flaws or simple user training deficiencies
• Interacts extensively with existing customers troubleshooting technical issues
• Engage cross-functional resources both internally and with customers to solve problems
• Perform all responsibilities in compliance with all HealthEdge policies, including without limitation those related to information privacy and security
• Attend and participate in team meetings and in-service activities, as necessary
• Provide high quality of work and identify opportunities for continual improvement
• Communicate effectively with customers both verbally and in writing
• Works closely with the customer through Service Desk or 1-800 numbers which are the mode for client interaction for logging in the service requests
• Reproduces / triages the customer reported issues / services with their product expertise and collected data from the client filled questionnaire
• Provide FAQ customer support (Helper Text or FAQ or Release Notes)
• Triage Data load (interface), Config Sync, Third Party Integrations, APIs, SSO, Letters and Tableau reports related tickets
• Support and work closely with cross functional teams during patch upgrades and major upgrades for a smooth release experience for the customer which mostly happens over the weekends
• Occasionally on call support during weekends and late working hours
• Other duties as assigned

What You Bring:

• Bachelor’s degree: preferably in Computer Science, Information Systems, Information Technology, or health care-related field from an accredited university required
• Master’s degree preferred
• 2-3 years of related experience
• An understanding of HIPAA and other federal and state laws and regulations relating to data privacy and security
• Have at least two (2) years of experience providing software support to end users
• Demonstrated ability to handle tier I and tier II client scenarios
• An understanding of technology and how it may facilitate improved patient outcomes and lower costs
• Exceptional customer service orientation
• Technical documentation creation/updating
• Experience documenting and tracking user tickets with software such as Jira or similar
• Ability to prioritize and execute tasks in a high-pressure environment
• Ability to work independently and collaboratively with multidisciplinary teams
• Excellent written and verbal communication skills
• Excellent computer skills and proficiency with Microsoft Office (Excel, Word, PowerPoint, and Visio)
• Ability to be highly organized
• Ability to work on multiple initiatives at once and be able to adapt to shifting priorities
• Self-starting, energetic, results-oriented team player with entrepreneurial spirit to support our growing business!
• Fostering communication
• Analytical thinking
• Problem solving
• Client Focus

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.