Support Analyst II - Remote, (1701)

Schedule: Monday-Friday 8:00AM - 5:00PM and other shifts as needed. Location: Remote Hourly/Salary: JOB SUMMARY: With moderate supervision, provides level I and II support to TriCore operations, users and the systems employed by our customers. This includes responsibilities for opening service tickets, documenting issues, troubleshooting, problem resolution, and issue escalation as required. Monitors systems for errors and outages. Initiates troubleshooting processes and applies system analysis techniques and procedures to ensure continuity of system performance and product delivery. Assists with training for Support Analyst I. Ensure callers receive exceptional customer service when responding to telephone, email or written inquires. Performs department functions at an increased pace while maintaining quality. Performs tasks using independent judgment and problem-solving skills. Assists clients over the telephone and aid clinical departments in telephone tasks with moderate supervision. ESSENTIAL FUNCTIONS: 1. Performs all the functions of the Support Analyst I independently with moderate supervision and with a high degree of quality and efficiency. 2. Participates in identifying system problems and communicating this to departmental leadership. Participates in cross-functional teams to conduct root cause analysis. 3. Ensures notification of all appropriate personnel of system changes/outages, modifications and that the changes are documented. Ensure users’ needs are being met. 4. Maintains assigned procedures and assist in writing/developing new procedures and operating instructions. 5. Assists in education and training to improve user experience. 6. Responsible for identifying, documenting and tracking system issues with vendor to resolve problems. 7. With direction, coordinates with necessary departments on the addition of new clients, providers and printing routines. 8. With moderate supervision, maintains and trouble shoots patient result delivery in all applications. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. MINIMUM EDUCATION: Associate’s degree (or equivalent industrial experience) in Medical Laboratory Technology, Computer Sciences, Management of Information Systems, Information Assurance, Information Technology or related field(s). MINIMUM EXPERIENCE: Two (2) to three (3) years computer, laboratory or billing operations. In lieu of degree, equivalent combination of education and experience equal to three (3) to five (5) years of experience. OTHER REQUIREMENTS: Requires expert knowledge of assigned computer applications. PREFERRED: Bachelor’s degree in laboratory medicine, computer sciences or related field to support laboratory applications, or 1-3 years of customer service experience. Basic medical terminology. General knowledge of laboratory testing and/or medical billing systems. IMMUNIZATION REQUIREMENTS: Prove immunity to Hepatitis B, be immunized, or sign a waiver refusing hepatitis immunization. Provide documentation of a PPD test conducted not more than 90 days prior to date of hire or have a PPD test conducted. GENERAL REQUIREMENTS: 1. Perform all Essential Functions and General Requirements of a Support Analyst I with proficiency. 2. Assist with special projects as needed or directed. 3. Ability to work independently, with minimal supervision. 4. Ability to handle multiple priorities and escalations. 5. Strong working knowledge of company systems, policies, procedures and structure used in the department and company. 6. Demonstrate ability to independently and effectively resolve issues on demand. 7. Ensure that all incidents and requests are completed to meet expectations of customers and QA standards. 8. Report QA measures to the systems administrator, applications analyst and/or manager. 9. Participate in creating QA and QI programs to ensure that established standards are met.