Healthcare IT Technical Operations Associate II

🕒 October 16

🇺🇸 United States – Remote

💵 $44k - $66k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

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This company has sponsored H1B visas in the past.

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HealthEdge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

HealthEdge is a company that specializes in providing advanced solutions for healthcare payers through its HealthRules Solutions Suite. This suite includes a comprehensive digital claims administration processing system, care management workflow solutions, and payment integrity solutions, which aim to enhance operational efficiency and improve quality of care for health plans. By leveraging integrated technology and automation, HealthEdge helps health plans eliminate data silos, increase payment accuracy, and elevate member experience, thereby transforming the healthcare landscape for better collaboration and accessibility.

📋 Description

• Serve as the single point of contact for incidents and service requests • Monitor the ITSM tool continuously for new incidents and service requests • Acknowledge, classify, prioritize, validate, categorize, assign, and route tickets according to SLAs and defined processes • Escalate tickets to L2 or relevant resolver groups based on priority, impact, or SLA breach risk • Monitor scheduled batch jobs using monitoring tools, dashboards, job trackers, runbooks, and processing calendars • Track job starts, in-progress status, and completion using monitoring tools, application logs, and checkpoints • Monitor inbound and outbound file transfers and real-time API transaction health and availability • Confirm prerequisite conditions before marking jobs successful • Maintain real-time job monitoring trackers for critical workflows • Raise tickets for job failures, missing or delayed files, stuck processes, and API availability issues • Route job-failure and reprocessing tickets to L2 and track them through closure • Follow up with product teams, internal support teams, and vendors • Provide timely status updates to requesters and coordinate stakeholders throughout the ticket lifecycle • Confirm resolution before ticket closure and maintain accurate closure notes • Highlight tickets nearing SLA breach and update priority when impact or urgency changes • Share periodic updates on ticket status, aging, SLA risks, and critical incidents • Provide detailed shift handover notes covering in-progress jobs, pending validations, open incidents, and follow-ups

🎯 Requirements

• Bachelor's degree in any discipline; IT, Computer Science, or a healthcare-related field preferred • Minimum 2 years of experience in IT service desk, operations support, or a similar role • Experience with healthcare platforms such as HealthEdge, Facets, or QNXT • Experience with healthcare data formats such as EDI X12 (270/271, 276/277, 834, 835, 837) • Experience with production monitoring tools for investigation and support • Hands-on experience working incidents and service requests in an ITSM tool such as Jira or ServiceNow • Good communication skills with the ability to coordinate across multiple stakeholders • Attention to detail and ability to manage multiple open tickets and monitoring streams simultaneously • Exposure to production monitoring tools and dashboards • Awareness of ITIL practices or prior experience in a support center environment • Basic understanding of healthcare workflows such as claims, eligibility, or enrollment • Familiarity with HIPAA compliance and healthcare data security standards • Ability to work across multiple time zones in a hybrid or remote work environment • Candidates may be required to complete a pre-employment criminal background check

🏖️ Benefits

• May require travel dependent on company needs • Reasonable accommodations for individuals with disabilities • Equal opportunity and workforce diversity commitment

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