Sr Associate Technical Support Analyst, Medicaid

About the role

The Government Support and Consulting team is looking for a Sr. Associate Technical Support Analyst to provide Help Desk Support for the North Carolina Health Information Exchange (NC HIE) branded as NC HealthConnex®. This role routinely leverages knowledge to resolve SAS customer/HIE participant issues related to 3rd party software systems utilized for the NC HealthConnex Clinical Portal, Direct Secure Messaging (DSM), NC*Notify, general usage and reporting.

Responsibilities

• Provides customer and technical support to HIE customers/participants by taking telephone calls and emails on all product areas
• Aids with user credentialing and password resets
• Shares information on documented problems and focuses on resolving issues
• Actively communicates internally and externally while applying all HIPAA protected PII and PHI rules and policies
• Participates in the HIE auditing communication and remediation process
• Collaborates with experts across departments/divisions and escalates to the Production Support and project teams as needed
• Accurately documents details in the ticket tracking system during the entire track life cycle
• Communicates effectively with Customers/Participants and maintains proactive contact during all efforts
• Serves as an advocate and liaison between the user community and the rest of SAS/NC HIE
• Participates in rotational, scheduled and shared after-hours on-call support (currently a monthly assignment with 0-1 calls per month)
• Keeps team members and leadership informed of problems, suggestions, general comments and concerns as appropriate
• Authors software usage, problem notes and Standard Operating Procedures
• Suggests, manages, and implements special projects to assist Production Support, users, or other departments/teams/divisions
• Solicits feedback on Help Desk/Technical Support services from peers and Participants

Requirements

• Bachelor’s degree in Computer Science, Engineering, Education, or related quantitative field or industry domain
• 2-4 years of relevant experience in software Help Desk/Technical Support, application usage training, software consulting, or supporting complex applications

Qualifications

• Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above

Additional Competencies, Knowledge And Skills

• Collaborating: Working cooperatively with others to help a team or work group achieve goals
• Communication: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others
• Customer Orientation: Placing a high priority on the internal or external customer’s perspective when making decisions and taking action; implementing service practices that meet the customers’ and own organization’s needs
• Experience, exposure to, or willingness to learn: Healthcare processes, HCO applications, EMR/EHRs, HIPAA compliance, and clinical jargon
• An HL7 integration engine (e.g., Intersystems Ensemble, Nextgen/Mirth, Rhapsody, Cloverleaf)
• SQL with the ability to perform queries for support purposes
• HTTP, FTP, TLS, VPN connections