Application Support Analyst

| Pittsburgh, PA, USA
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NOTES: 

  • THIS IS A U.S.-BASED POSITION. PLEASE DO NOT APPLY IF NOT CURRENTLY RESIDING WITHIN THE U.S.
  • Remote work opportunities are available with this position, however, candidates residing in the Pittsburgh, PA area will be given preferred status.
  • AGENCIES: ThoroughCare is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any ThoroughCare-employee in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of ThoroughCare, Inc. No fee will be paid in the event the candidate is hired by ThoroughCare due to the referral or through other means

ThoroughCare, Inc. is a healthcare platform services vendor, founded in 2013 and headquartered in Pittsburgh, PA. Our targeted solutions assist healthcare providers with their participation in value-based care management and wellness programs - whether it's fee-for-service, shared-risk or capitation-based - with focus on the combination of improved patient quality of life, reduced spending, and increased revenue. Our clinician-friendly care coordination software solutions support personalized health experiences, enable integrated, coordinated care, and help identify the next best actions at critical moments, and is currently used to support over 250,000 patients across nearly 600 primary care and specialty practices across the United States.

We are driven by our passion to improve the quality of life for every person we can. Our mission is to simplify integrated whole patient care by extending the care setting beyond the facility and into the patient home and empowering care teams through features designed with clinicians in mind. We're proud of earning our spot on the 2021 Inc. 5000 list of fastest growing companies (#854!), and we are looking for motivated and experienced individuals to join us on our journey.

For more information about ThoroughCare: http://www.thoroughcare.net/

Job Title: Application Support Analyst

Date: June 29, 2022

Location: Pittsburgh, PA

Classification: Full Time

Department: Customer Success

Reports To: Director, App Support

We’re seeking an Application Support Analyst to work in a fast-paced customer-focused environment within the healthcare IT industry. You’ll be working alongside some of the best in healthcare technology. By working for a rapidly growing startup, your hard work and creativity will make bring an immediate and significant impact for our organization and the healthcare providers who utilize our platform.

Our ideal candidate is a highly motivated self-starter: one who can hit the ground running and quickly get up to speed with our solutions, our technology/code base, and the Medicare Care Management domain; one who respects the value of superior customer service; one who is diligent, able to troubleshoot complex issues, and innovates through strong situational analysis, problem resolution skills and the assertiveness to think outside the box.

This position is full time and available immediately. This is an excellent opportunity to build the necessary experience, through a growing healthcare software firm, to prepare you for a career in technical services and account management – we’d love for you to be a part of our team!

General Responsibilities

  • Provide direct support to verified client representatives and/or end users for all functionalities provided through the ThoroughCare software platform
  • Develop and maintain basic knowledge of Medicare, MACRA and associated Care Management and Wellness programs (including CCM, AWV, TCM, RPM, BHI)
  • Develop and maintain expert-level knowledge of the ThoroughCare platform
  • Work with software development team to address escalated application questions and confirmed software defects
  • Log and manage entries within the defined ticketing platform, utilizing proper spelling and grammar, and capturing appropriate content of the discussion/situation.
  • Escalate high severity issues (i.e. system outages and poor performance) to the appropriate technical staff members.
  • Provide timely client updates and follow-up to identified issues
  • Develop and maintain application documentation, including but not limited to training manuals, user guides and release notes.
  • Train client end users on software functionality (as requested).
  • Provide feedback relative to product enhancements and new product development (as requested)

Skills/Qualifications

  • College degree or equivalent work experience required. BS/BA in Computer Science, Information Systems, Healthcare Management or a related field recommended
  • Motivated self-starter who maintains the ability to handle multiple tasks.
  • Ability to establish and maintain effective working relationship with a service-oriented attitude in a team environment. Includes interaction with internal staff as well as customer staff members and the ability to effectively convey computing concepts to non-technical staff.
  • Ability to troubleshoot basic website usability
  • Excellent interpersonal, listening and communication skills and maintain a professional, positive and friendly customer service attitude at all times
  • Excellent phone voice and proper use of grammar when directly communicating with customers
  • Additional skills (not required, but helpful):
    • Good understanding of relational database technologies (i.e. SQL), and the ability to understand database schemas that represent and support business processes
    • Knowledge of Ruby on Rails
    • Experience with Data Visualization platforms (e.g. Tableau, Qlik)
    • Experience with Care Management and/or Wellness platforms
    • Understanding and experience with common software development life cycle methodologies, including waterfall and Agile models a plus

Are you interested in this job? Send a resume, cover letter and salary requirements to [email protected]. Candidates may be asked to take a skills test to further determine qualifications for the role. All candidates are subject to a background check and must be authorized to work in the United States. Please note that ThoroughCare is an Equal Opportunity Employer. We celebrate diversity and are fully committed to maintaining an inclusive environment for all employees that is free of discrimination and harassment.

More Information on ThoroughCare
ThoroughCare operates in the Healthtech industry. The company is located in Pittsburgh, PA. ThoroughCare was founded in 2013. It has 36 total employees. To see all 1 open jobs at ThoroughCare, click here.
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