Senior Analyst, Support Services

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Interwell Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

💰 $46M Series B on 2021-04

Healthcare • Healthcare Insurance • Wellness

Interwell Health is a value-based kidney care provider that partners with physicians to revolutionize healthcare. The company focuses on offering expertise, compassion, and innovative strategies to set high standards within the kidney care industry. Interwell Health aims to slow disease progression and reduce hospitalizations, resulting in improved health outcomes and lower care costs for patients and payers. It has achieved NCQA Population Health Program Accreditation for its comprehensive patient engagement program, Interwell 360. With a decade of experience, Interwell Health manages financial risks and patient needs through a dual approach of patient care and provider enablement. The company collaborates with nephrologists, primary care providers, and payers, supported by a vast network of clinical and non-clinical staff dedicated to patient health.

📋 Description

• Provide professional phone, email, and chat support for application software, technical problems, and IT issues • Deliver timely resolutions or escalate customer issues to appropriate personnel • Keep customers and management informed about case status • Document customer issues in issue-tracking systems • Contribute to and expand the internal support knowledge base • Answer, evaluate, and prioritize application and technical requests from internal and external customers • Troubleshoot application software, hardware, internet connectivity, Citrix, and device connectivity problems • Track and monitor issues according to SLA/SLO escalation guidelines • Provide troubleshooting guidance to others • Assist junior staff with complex support tasks and train new hires • Liaise between clinics, departments, customers, IT, and Epic application teams • Coordinate with higher-tier resources • Identify and communicate needs related to bug fixes, maintenance, enhancements, training, optimization, reporting, and customization • Collaborate with end users and team members to improve Acumen application efficiency and test applications and upgrades • Train customers on workflows and assist with creating custom reports • Recommend steps to prevent recurring issues • Manage support tickets, phone calls, emails, chats, and other customer-support channels • Assist with departmental projects and perform other assigned duties

🎯 Requirements

• High School Diploma • 3–5 years’ related experience • Experience in application software support • Experience with Electronic Health/Medical Record and/or Practice Management Systems • Basic hardware, device connectivity, and networking skills • Experience with Microsoft Office, current web browsers, and Windows • Proficient in interpreting and comprehending technical documentation • Proficient in web-based technical troubleshooting, including clearing cache and cookies and adjusting web browser settings • Experience using Windows or current platform and web-based applications • Effective troubleshooting and problem-solving skills • Excellent verbal and written communication skills • Strong phone presence and professional customer communication • Strong interpersonal and collaboration skills • Ability to quickly learn, retain, recall, and apply complex information • Ability to adapt to changing technologies and processes • Strong technical aptitude, attention to detail, organization, multitasking, and accuracy • Ability to work independently with minimal supervision • Ability to remain calm and focused in high-pressure or fast-paced environments and manage competing priorities • Ability to sit at a computer terminal for extended periods • Access to a reliable, stable, high-functioning internet connection • Preferred: Epic application experience; AD Manager; hospital, clinical, or ancillary applications; current Mac iOS; clinical physician office operations; remote access connections; HL7 interface troubleshooting

🏖️ Benefits

• 100% remote work • Less than 10% travel annually, with no more than one or two weeks of business trips per year • One-week on-call rotation participation • Reliable, stable, high-functioning internet connection for remote work • Reasonable accommodation for individuals with disabilities • Mission-driven, collaborative, inclusive work environment • Diversity, equity, and inclusion commitment