In this role, you will be ultimately responsible for the support of all production application support operations by troubleshooting issues, delivering bug fixes and minor enhancements, and supporting configuration management and releases. You will coordinate third-party resources and vendor relationships, support Tandigm’s customer base and custom integrations, and communicate effectively in cross-functional meetings while advocating for application support best practices. You will also recommend and help implement operational strategies that strengthen the health and welfare of Tandigm’s data tools, applications, and core business operations.

Essential Functions

• Day to day application operations including ticket triage and closure of internal and external customer requests
• Ensures assigned Support tickets are managed in a timely fashion and meet or exceed SLAs.
• Create, document, maintain and ensure compliance of standard operational practice
• Participate in stakeholder meetings amongst internal and external customers to prioritize and shepherd work requests through standard workflows amongst competing priorities
• Consistently exhibits behavior and communication skills that demonstrate Tandigm Health’s commitment to superior customer service, including quality, care and concern with all internal and external customers.
• Develops effective, collaborative relationships with internal Tandigm teammates and external providers, practice staff, and payers.
• Possesses strong computer skills and skillset with Microsoft Office applications (Excel, Outlook, and PowerPoint) and Smartsheet.
• Uses, protects, and discloses Tandigm’s patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
• Supports and participates in process and quality improvement initiatives.
• Performs additional duties as opportunities arise.

Minimum

• Bachelor’s degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college or equivalent work experience.
• 2 + years of experience providing application support
• Demonstrated written and oral communication skills.
• Proven ability to support multiple projects in an organized fashion with attention to detail.
• Previous business development, sales, financial, and/or marketing experience a plus.
• Working knowledge of healthcare industry, including Medicare and managed care, and medical   terminology a plus.
• Must be able to effectively influence stakeholders and peers without direct reporting relationships.
• Must possess effective verbal and written communication and analytical skills, required to convey complex ideas and concepts.
• Excellent verbal and written communication skills.
• Demonstrated strong analytical and problem-solving abilities.
• Customer-oriented; responsive and respectful to internal and external stakeholders; responds to requests in a timely and effective manner.
• Superior interpersonal skills.
• Organized, detailed, proactive and accurate.
• Collaborative and resourceful; functions successfully in a team environment as well as independently.
• Must embrace and exemplify the core vision and values of Tandigm Health.
• Ability to travel to sites within the region as needed.
• Proficient in MS Office Suite (Excel, Word, PowerPoint)

Preferred

• Experience supporting healthcare applications, population health analytics, or enterprise SaaS environments.
• Exposure to service management practices (ITIL)