Overview: ComplexCare Solutions (CCS) is passionate about enriching healthcare outcomes and changing lives for communities it serves. The Senior Systems Administrator manages CCS production infrastructure including engineering, planning, installation, configuration, optimization, monitoring and updating some or all of the following: operating systems, application software, servers, network, databases, tools, and integrated 3rd party products. This role is responsible for production environment availability in our Microsoft Azure environment, as well as providing in-depth back-line technical support and training to the Customer Support team. The Senior Systems Administrator works closely with Software Engineering and other departments on complex issues.
Duties and Responsibilities:
- Perform system release and patching deployments;
- Administer third party software for the company, including Office 365, Exchange, Teams, Sharepoint, SFTP Software, Yammer;
- Support the Microsoft Azure infrastructure for the company;
- Perform application upgrades and patches; tends to and resolves alerts;
- Create release plans and wiki documentation for all release events across the product platform;
- Conduct release events requiring interactions with multiple departments;
- Installation, configuration, administration, and system security of a multi-platform environment;
- Provide system administration support (backup/restore, service startup/shutdown, system reboots);
- Provide technical leadership to appropriate personnel on highly complex system administration or installation activities.
- Provides technical solutions and escalated support for non-routine, highly complex technical issues;
- Perform, monitor and maintain security access privileges according to established policies and procedures;
- Support, configure, install and update internal applications;
- Diagnose and repair system issues;
- Mentors newer technicians through training and one on one problem resolution;
- Periodic after business hours required for release events and/or alert resolution;
- Maintain an in-depth knowledge of company OS as well as desired network capabilities;
- Participate in the on-call team rotation supporting the Cloud infrastructure requiring 24 x 7 x 365 support;
- Perform technical troubleshooting to solve complex problems – document all solutions to assist in handling future similar problems in company Knowledge Base library;
- Contact and interface with internal customers regarding external customer support;
- Address requests in priority order and tracks through to resolution;
- Document all work tasks, projects, assignments, etc in ticketing systems;
- Ensure a consistent response to problem resolution, customer requests and status reporting and monitor all issues to ensure a timely resolution;
- Adheres to departmental policies and procedures;
- Escalate unresolved issues to engineering;
- Communicate frequently, effectively and professionally with internal customers;
- Identifies and suggests necessary solutions or process changes to improve efficiency;
- Collaborate with developers, product management and other departments when necessary and as requested;
- Continually provide appropriate feedback regarding product defects and/or design defects for ongoing product improvement;
- Maintain an in-depth knowledge of company databases and their commands;
- Maintain an in-depth knowledge of all company products and services;
- Maintain an in-depth knowledge of all tools available for supporting our customers;
- Maintain the ability to create tools and support methods for improvement of our products and services;
- Other duties as requested and/or determined;
- Maintain compliance with CCS policies, procedures and mission statement;
- Adhere to all confidentiality and HIPAA requirements as outlined within CCS Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
Job Requirements:
- Minimum 5 years’ experience in Windows system administration is required.
- Experience with Microsoft Azure required;
- Experience managing and implementing multi-factor authentication using an identity service such as Okta or Azure AD
- Experience implementing and managing Microsoft Office 365 for an enterprise.
- Strong hardware and software troubleshooting skills;
- Experience implementing and managing Secure FTP solutions such as Globalscape preferred;
- Proficient in Microsoft Office suite including Word, Excel, Visio and PowerPoint;
- Experience with Networking, FTP, TCPIP, SMB and IP addressing required;
- Experience with MS SQL Server preferred;
- Healthcare IT industry experience (medical billing, IT, CMS or other payers) preferred;
- Working knowledge of Linux/Unix firewall technologies; iptables, ipf, etc;
- Strong experience in security and encryption solutions;
- Ability to work in a fast-paced and high-volume environment;
- Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail under minimal supervision;
- Experience with using and installing application software;
- Excellent customer service skills such as developed phone skills, customer relationship management, multi-tasking etc.;
- Strong oral and written communication skills and problem solving/analytical skills;
- A desire to continue learning and improving;
- Ability to work well in a team environment as well as to work independently and assume responsibility;
- Ability to create scripts for either diagnosis, problem resolution or maintenance;
- Working knowledge of network utilities like tcpdump, wireshark, netstat, etc; and
- Ability to give and receive correct information explain difficult information, and to maintain a customer service attitude to all levels of users.
Education:
- Bachelor’s Degree in Computing or a related field is required.
Physical Demands and Work Environment:
- Sedentary work ( i.e. sitting for long periods of time);
- Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
- Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
- Subject to inside environmental conditions; and
- Travel for this position will include less than 5% locally usually for training purposes.
The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Base Compensation Range
$80,000—$120,000 USD
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.
By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.
ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.
The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.
What We Do
ComplexCare Solutions is a leading provider of Member Engagement and Health Information Management services for health plan networks nationwide. Our goal is to engage members, collect comprehensive patient data, and implement personalized care plans that drive real change and bring patients closer to their desired outcomes.
With decades of experience working with health plans of all sizes, we understand the challenges faced by your business in the ever-evolving healthcare landscape. Our team possesses a profound understanding of your needs and is committed to helping you achieve your goals. Our modular services seamlessly integrate with your health plan's operations throughout the entire care management continuum. By partnering with us, you can ensure compliance, receive appropriate reimbursements, reduce healthcare costs, and enhance member satisfaction and care quality.
We serve a diverse range of members, including Medicare Advantage, Medicaid Managed Long-Term Care, Dual-Eligible, Managed Medicaid, Commercial ACA, and General Commercial Populations. As an ACAP-endorsed organization, we extend our assessment and care management services across the United States.
Key Services:
Member Engagement: We offer in-home health risk assessments, annual wellness visits, health screenings, support for vaccine adherence, continuity of care, and CAHPS surveys. Additionally, we provide over-the-phone outreach coordination for comprehensive member engagement.
Health Information Management: Our experienced medical coders specialize in medical record retrieval for retrospective risk score accuracy and HEDIS® reporting. We offer various collection methods tailored to your organization's preferences, including clinical data extraction, remote EHR access, onsite data collection, and record requests.
Choose ComplexCare Solutions as your trusted partner to enhance member engagement, optimize health information management, and achieve your healthcare objectives
