Job type full-time
Full job description
Job title: product support analyst ii
The product support analyst ii (ps analyst ii) drives customer success by performing level 1 triage, monitoring client issues and concerns, and communicating status to the clientThe ps analyst ii also solicits feedback from and advocates on behalf of our clients in liaising with our internal software and industry expertsGuidingcare® is a complete care management platform for patient-centered care, offering health plans and provider organizations easy-to-use, next-generation data integration and workflow management toolsThis role ensures clinical relevance, technological sophistication, and optimal performance of our current managed care systems and future product enhancements.
The product support analyst ii understands and communicates client’s concerns, creates actionable analytics, performs ongoing day-to-day tasks to meet client needs and satisfaction, and continually seeks out ways to enhance our customer service experience both internally and externallyThis role provides technical support to customers, answering complex questions on function and usage through email, phone and our ticketing systemWe are looking for someone who is tech savvy, analytical, detail oriented, able to grasp technical conceptsThe product support analyst ii will support system functionality and train clients’ staff as needed.
Essential duties and responsibilities
Serve as a first point of contact with altruista’s clients to understand client needs and assist with support in the optimal use of the solutions
Learn and maintain proficiency in using altruista health’s platform and understanding altruista health and its partner product and services
Perform level 1 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, altruista health’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 and delivery managers to gather 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 altruista health policies, including without limitation those related to information privacy and security
Attend and participate in team meetings and in-service activities, as necessary
Providing high quality of work and identify opportunities for continual improvement
Communicate effectively with customers both verbally and in writing
Other duties as assigned
Knowledge and responsibilities
Fully applies basic principles, theories, and concepts to job assignmentsWork, still closely managed, involves limited problem solving, following standardized practices and proceduresTypically interfaces with srDevelopers and leaders in work group.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorilyThe requirements listed below are representative of the knowledge, skill, and/or ability requiredReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or experience
Bachelor’s degree; preferably in computer science, information systems or health care-related field from an accredited university required
Master’s degree preferred
2-5 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 issues
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) and, preferably, care management software as well
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!
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Tasks involve some physical effort, i.eSome standing and walking, or frequent light lifting (5-10 lb.); minimal dexterity in the use of fingers, limbs, or body in the operation of office equipmentTasks may involve extended periods of time at a keyboard and extended periods of sitting at a workstation or desk.
Sound perception and discrimination
Visual perception and discrimination
Oral communications ability
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this jobThe tasks will generally be performed in a typical office environment.
While altruista health is located in reston, va, you may live anywhere in the u.sTo apply for this position.
Altruista will make reasonable accommodations in compliance with the americans with disabilities act of 1990.
Healthedge commits to building an environment and culture that supports the diverse representation of our teamsWe aspire to have an inclusive workplaceWe 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.