Support Analyst II

🔥 0 minutes ago

🌶️ New Mexico – Remote

🌶️ New Mexico – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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TriCore Reference Laboratories

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

TriCore Reference Laboratories is an independent, non-profit clinical laboratory headquartered in Albuquerque, New Mexico, providing diagnostic testing, pathology services, and laboratory management across the state. The organization operates a central core laboratory, more than 40 patient collection centers, a research institute and biorepository, and offers services including point-of-care testing, central lab services, device trials, pathology consults, and direct-to-consumer testing. TriCore serves patients, healthcare providers, and hospitals, and publishes public health dashboards and insights to support community health surveillance.

📋 Description

• Provide level I and II support to TriCore operations, users, and customer systems • Open service tickets, document issues, troubleshoot, resolve problems, and escalate issues as required • Monitor systems for errors and outages and initiate troubleshooting processes • Apply system analysis techniques to maintain system performance and product delivery • Assist with training Support Analyst I staff and user education • Provide customer service by telephone, email, and written inquiries • Identify system problems, communicate them to departmental leadership, and participate in root cause analysis • Notify personnel of system changes, outages, and modifications and document changes • Maintain assigned procedures and help develop new procedures and operating instructions • Identify, document, and track vendor system issues through resolution • Coordinate additions of new clients, providers, and printing routines • Maintain and troubleshoot patient result delivery across applications • Assist with special projects and quality assurance/quality improvement programs • Report QA measures to the systems administrator, applications analyst, and/or manager

🎯 Requirements

• Associate degree or equivalent industrial experience in Medical Laboratory Technology, Computer Sciences, Management of Information Systems, Information Assurance, Information Technology, or a related field • Two to three years of computer, laboratory, or billing operations experience • In lieu of degree, equivalent combination of education and experience totaling three to five years of experience • Expert knowledge of assigned computer applications • Ability to perform Support Analyst I functions independently with moderate supervision • Basic medical terminology preferred • General knowledge of laboratory testing and/or medical billing systems preferred • Ability to work independently with minimal supervision • Ability to handle multiple priorities and escalations • Strong working knowledge of company systems, policies, procedures, and departmental/company structure • Ability to independently and effectively resolve issues on demand • Ability to complete incidents and requests according to customer expectations and QA standards • Must prove Hepatitis B immunity, receive immunization, or sign a waiver refusing immunization • Must provide documentation of a PPD test conducted no more than 90 days before hire or complete a PPD test • Bachelor’s degree and 1–3 years of customer service experience are preferred

🏖️ Benefits

• Hepatitis B immunization, proof of immunity, or waiver option • PPD test documentation or testing provided before hire