Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today’s healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people.

Location: Remote

Job Summary

The position is responsible for ensuring the seamless delivery of our products to customers, identifying opportunities for process improvements, and maintaining comprehensive documentation. This position plays a critical role in communicating with stakeholders, troubleshooting technical issues, and executing operational processes. They assess service issues and resolve technical problems through independent judgment and advanced problem-solving skills.

What You Will Contribute

Operational Excellence: Manage all day-to-day operational tasks related to product delivery. Execute operational processes for assigned areas.
Stakeholder Communication: Report delivery status daily to stakeholders and interact with business owners and subject matter experts.
Technical Troubleshooting: Diagnose and resolve client questions or problems related to system configuration, product functionality, and enhancements.
Process Improvement: Identify opportunities for process enhancements and propose modifications.
Reporting and Training: Create actionable reports and provide formal training to team members.
Possesses functional knowledge of assigned application technology including version releases, industry standards and legal & regulatory requirements
Works under the direction of the Manager to ensure delivery of our products to customers for assigned business areas.
Follows all Standard Operating Procedures SOP’s (i.e. Patient Safety and Compliance)
Diagnoses and resolves client questions or problems over the telephone/Internet in the areas of system configuration/setup, product functionality and bugs/enhancements
Achieves established goals
Participates in the software build and/or configuration process and testing process
Ensures programs meet business specifications
Reviews provided documentation and user manuals needed to support the product, as appropriate
Monitor process and quality reporting to identify and escalate issues.
Track and ensure timely resolution of production issues.
Maintains documentation of product delivery procedures in assigned area.
Escalates any disconnects between client expectations, the contract and Veradigm's’ interests
Improve solutions by studying current practices; designing modifications; writing specifications, as appropriate
Knowledge transfer and documentations of issue resolution with other team members to improve overall team education level and productivity
Take complete ownership for the assigned tasks, including escalations, and proactively inform the progress of the project / task to all stakeholders
Works with business stakeholders on complex issues related to special expertise and is often chosen by management to handle SEV1 / Critical cases in the area of expertise, if appropriate
Acts as a mentor for the team, guiding more junior staff in terms of how to manage clients in situations in his/her area of expertise, if appropriate
Works directly with 3rd party vendors and cross functionally internally
Possess advanced level knowledge of assigned applications or solutions and develops knowledge content, acting as the go-to person for other team members
Performs root cause analysis in his/her area of expertise and suggests to leadership solutions, if appropriate
Escalation duties as needed, assigned by leadership
Independently create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement
Provides formal training to team members and documentation as needed
Work with development and technical support teams to troubleshoot and resolve customer-impacting issues.

The Ideal Candidate Will Have

Bachelor's Degree or equivalent Technical / Business experience Required
3-7 years relevant work experience Preferred
Typically 2-5 years healthcare industry experience Preferred
Knowledge of Risk Adjustment and HEDIS Preferred.
Experience in quality program reporting Preferred.
Effective communication skills
Ability to read gap analysis and data validation reports.
Technical experience with SQL Server, SQL Server Integration Services, and job running & monitoring.
Proficiency in SQL, with the ability to write select queries.
Strong data analysis skills
Proficiency in Microsoft Excel
Experience troubleshooting data files and technical systems.
Understanding of claims data, provider data, and supplemental data.

Enhancing Lives and Building Careers

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we areIn the Network. Interested in learning more?

Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.

We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.

Visa Sponsorship is not offered for this position.

At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans

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