Short Description
Provides first tier support to application users. Answers questions or resolves application problems for clients in person, via telephone or electronically.
Troubleshoot issues impacting operational workflows for providers, patients, and end users. Act as liaison between the end user and application analysts.
Participates in testing activities, executes test scripts, and documents test scripts.
Demonstrates ability to grasp basic concepts of application-specific systems to support Go Lives, test scripts, documentation during installation and upgrade activities.
Triage incidents and troubleshoot operational workflow problems based on best practice (SOP) and vendor specific solutions.
Resolve application or affected operational workflow problems.
Maintain, optimize, and support new feature implementations with application-specific systems.
Follow established change management procedures.
Support Go-Live events.
Provides first tier support for assigned applications, ensuring quality services are delivered and performed and customer expectations are achieved or exceeded.
Develops and maintains up to date documentation on all implementations.
Develops and maintains Application Support standards and procedures and other documentation as required.
Attend Cooper and vendor specific classes and successfully acquire competency and certification where applicable.
Experience Required
0-2 years relevant clinical, certification, and/or technical experience
Consideration for those candidates who have a proven track record in the field and handling responsibilities associated with the outlined job responsibilities/summary.
Education Requirements
High School Diploma Required
Bachelor's Preferred in Business, Data Analytics, Information Technology/Systems, Healthcare
License/Certification Requirements
Application specific certification/proficiency within 90 days of hire if applicable.
Special Requirements
Excellent written and verbal communication
Ability to effectively translate IT terminology and processes with key stakeholders
Strong customer service skills
Ability to multitask in high pace work environment
Salary Min ($)USD $31.00
Salary Max ($)USD $53.00
