Application Support Analyst

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.

ThoroughCare, Inc. is a leading provider of care management solutions designed to empower healthcare providers in delivering value-based care. Our platform is built to support comprehensive care coordination, patient engagement, and value-based initiatives that improve outcomes while reducing costs. We are passionate about transforming healthcare delivery and helping our clients thrive in an evolving landscape.
ThoroughCare is investing in scaling our application support team to support our continued foundational growth and looking for three Application Support Analyst (ASA’s), who possess a highly professional profile and customer service attitude.
ASAs are expected to be active leaders, highly motivated self-starters. Our ideal candidate is one who can hit the ground running and quickly get up to speed with our solutions, our technology/code base, and the 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.
Reports to: Director of Support
Location: Pittsburgh, PA, Remote
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,PCM, AWV, ACP, 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. 
• Motivated self-starter who maintains the ability to handle multiple tasks.
• Ability to establish and maintain effective working relationships 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

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