Hybrid - position primarily remote with periodic days in officeDescription:This positions primary duties will have the responsibility of understanding Data Sharing Agreements, analyzing submitted forms, determining the validity of the DSAs submitted, and provide support to Production Support in their tasks to ensure the system standard is upheld.The positions other duties require direct involvement in the support of existing automated client business systems. In working with users, identify actual and potential errors or bugs in these automated business systems. Validate, document, report these system errors to the appropriate client development team. Provide guidance to users on how to utilize automated client business systems to accomplish necessary business functions.This position under general supervision:Triage and respond to user requests for system helpIdentify causes of user problems and potential solutionsUpdate/submit/track tickets utilizing client ticketing systemMaintain Production Job Schedule & execute jobs following the scheduleOverride and void pended encountersAnalyze EDI files to track members and health plan assignmentSupport FTP server utilization by client staff, vendors and health plansManage and execute month end processTest new production releasesPrepares statistical reports on help desk utilizationManages Roster Mismatch process to maintain accuracy of client eligibility recordsManages Client Transmit process to maintain accuracy of client placement records in sync with client recordsThe skills preferred for this position are the ability to review various documents and dissect multiple forms and entries to ensure accurate data has been entered into the forms.This includes:Proper understanding of diverse terms such as HIPAA Privacy Laws and Data Sharing standards per client Policies.Ability to differentiate and discover patterns.Carefully examine terms and conditions outlined within the agreements.Strong customer service skills including effective listening and problem resolution techniques with attention to detail.Excellent interpersonal written and oral communication skills.Effective time management and organizational skills for managing and prioritizing tasks.Critical thinking, problem solving, and effective decision making engaging in critical thinking using logic and reasoning.Knowledge:Considerable knowledge of service offerings, customer service principles and processes, back-office server applications, desktop applications, web-based applications, computer/networking hardware, standard operating systems, common third-party software applications, networking protocols, and any other computer-related technologiesClient automated systems and the related dataMicrosoft desktop applicationsSQL and querying techniquesAbility:Analyze complex issues, interpret, evaluate and arrive at logical conclusions.Resolve incidents/problems efficiently and effectively recognizing customer competence level.Handle high volume phone calls working under extreme pressure to defuse hostile callers using independent judgment to resolve the issue.Focus on solving conflict; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new thingsExperience required:3 to 4 years of Customer Service and/or Help Desk experienceMicrosoft office experienceEducation Required:High School Diploma or GED with some college courses in Business and/or Information TechnologyNotes:Hybrid - position primarily remote with periodic days in office8:00 AM - 5:00 PMVIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:This positions primary duties will have the responsibility of understanding Data Sharing Agreements, analyzing submitted forms, determining the validity of the DSAs submitted, and provide support to Production Support in their tasks to ensure the system standard is upheld.The positions other duties require direct involvement in the support of existing automated client business systems. In working with users, identify actual and potential errors or bugs in these automated business systems. Validate, document, report these system errors to the appropriate client development team. Provide guidance to users on how to utilize automated client business systems to accomplish necessary business functions.This position under general supervision:Triage and respond to user requests for system helpIdentify causes of user problems and potential solutionsUpdate/submit/track tickets utilizing client ticketing systemMaintain Production Job Schedule & execute jobs following the scheduleOverride and void pended encountersAnalyze EDI files to track members and health plan assignmentSupport FTP server utilization by client staff, vendors and health plansManage and execute month end processTest new production releasesPrepares statistical reports on help desk utilizationManages Roster Mismatch process to maintain accuracy of client eligibility recordsManages Client Transmit process to maintain accuracy of client placement records in sync with client recordsThe skills preferred for this position are the ability to review various documents and dissect multiple forms and entries to ensure accurate data has been entered into the forms.This includes:Proper understanding of diverse terms such as HIPAA Privacy Laws and Data Sharing standards per client Policies.Ability to differentiate and discover patterns.Carefully examine terms and conditions outlined within the agreements.Strong customer service skills including effective listening and problem resolution techniques with attention to detail.Excellent interpersonal written and oral communication skills.Effective time management and organizational skills for managing and prioritizing tasks.Critical thinking, problem solving, and effective decision making engaging in critical thinking using logic and reasoning.Knowledge:Considerable knowledge of service offerings, customer service principles and processes, back-office server applications, desktop applications, web-based applications, computer/networking hardware, standard operating systems, common third-party software applications, networking protocols, and any other computer-related technologiesClient automated systems and the related dataMicrosoft desktop applicationsSQL and querying techniquesAbility:Analyze complex issues, interpret, evaluate and arrive at logical conclusions.Resolve incidents/problems efficiently and effectively recognizing customer competence level.Handle high volume phone calls working under extreme pressure to defuse hostile callers using independent judgment to resolve the issue.Focus on solving conflict; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new thingsExperience required:3 to 4 years of Customer Service and/or Help Desk experience
Microsoft office experienceEducation Required:High School Diploma or GED with some college courses in Business and/or Information TechnologyNotes:Hybrid - position primarily remote with periodic days in office8:00 AM - 5:00 PM
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