Technical Support Analyst- ePay at GHX

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GHX: It's the way you do business in healthcareGlobal Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.The Technical Support Analyst quickly and efficiently responds to inbound tier 3 support issues, via telephone and the support ticketing system. In addition, this role is responsible for technical configurations to support the implementation team and efforts to onboard new customers for the assigned GHX product(s). This role is responsible for working with cross functional teams to support processes and procedures and in-depth reporting and analysis of reported technical issues, along with root cause analysis leading to recommended remedial action. Lastly, this role requires a high degree of attention to detail as well as collaboration with the product and development teams to support the production release process and regular UAT and production release validation.Key Responsibilities
  • Utilizes KCS knowledge base methodology to solve customer issues
  • Adheres to key metrics in support of customer satisfaction drivers
  • Identifies internal operational improvement opportunities
  • Updates the Customer Support application to report progress for all work performed
  • Provides input for internal and external customer facing documentation and training for the assigned GHX products
  • Participates in UAT and validation for product releases
  • Executes implementation configurations for assigned GHX products
  • Able to troubleshoot and identify points of failure along the complete chain of processing
  • Coordinates with product and development teams to document, prioritize and resolve application, processing, and data reporting issues and application enhancements.
  • Provides follow-up with required individuals (both internal and external) to ensure successful problem ownership
  • Works proactively across departmental lines in pursuit of timely and quality resolutions, with a focus on delivering a high level of service resulting in consistently improved customer satisfaction
  • Works closely with implementation to evaluate configuration requirements for new and existing customers. This includes executing configuration of new customers and managing change requests for existing customers.
  • Participates in technical incidents which includes root cause analysis and remediation action
KEY DUTIES
  • Provide timely and consistent communication to internal and external stakeholders
  • Works cross functionally with operational and product teams
  • Comfortable with the occasional on call rotation, weekend, or holiday coverage shift
  • Other duties as assigned
KEY COMPETENCIES
  • Excellent written and verbal communication skills
  • Self-motivated with solid work ethic
  • Good oral and written communication skills
  • Strong technical and analytical skills
  • Ability to effectively handle pressure situations
  • Ability to develop and maintain business relationships
  • Analytical, detail-oriented with demonstrated project management skills
  • Ability to work in a fast-paced, evolving environment while managing multiple priorities
  • Proficient in Microsoft Office with intermediate to advanced skills in Excel
  • Follows ITIL problem management methodology to manage support processes and workflow
Required Education, Certifications, and Experience
  • Bachelor's degree in Computer Science, Information Technology, Computer Networking, and Hardware or IT related field
  • 2-3 years customer support in a technical field
  • Intermediate to advanced knowledge and utilization of Microsoft Office products
  • Intermediate knowledge of Salesforce.com and Jira tools
  • Knowledge of basic ERP integration/file sharing principles and practices for 3rd party software
Preferred Qualifications
  • Advanced degree (e.g., MA, MBA)
  • EDI (ANSI / X12), XML, SQL, SFTP knowledge
  • Ability to understand, write, and execute SQL commands
  • Understanding of ERP accounting/finance module functionality and/or business processes
  • Experience working directly or indirectly in healthcare finance, supply chain, or payments industry
Estimated Salary for this position: $67,000-$75,000You will lead and build the centralized marketing program management function from the ground up, while defining the processes, technology, and best practices to ensure consistency and alignment across groups. The ideal candidate has a track record of transforming program operations for matrixed organizations or within agencies and has top-notch coaching capabilities. Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.#LI-Remote #LI-MC
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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases

Location

GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

How do you collaborate with other teams in the company?

What works for me is bringing organic chai in from time to time for what's now known as "Tea Thursdays." I start brewing Masala chai early in the morning and prepare mugs, almond milk, and sweetener. Collaboration is my cup of tea!

Octavian

Technical Process Analyst II

How does the company support your career growth?

At GHX, your career is what you make it. My team frequently conducts skip-level meetings where we have open dialogue around career aspirations, projects we want to execute on, and any roadblocks we’re hitting. I’ve always felt empowered to grow here at GHX.

Brittany

Manager, Financial Planning & Analysis

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Home Office Stipend for Remote Employees
$125 per month
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications

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