• Accepts requests and questions from customers and other support staff through various channels. Follows up to ensure accurate and timely resolutions are provided.
• Monitors work queues to ensure work requests are handled in a timely manner. Independently re-solves most problems/questions that arise and consults with senior team members, development or technical staff on difficult issues.
• Listens to issues and questions as reported by customers and uses troubleshooting skills to provide answers or resolutions. Thoroughly documents details of issue and troubleshooting performed and assigns to correct team when necessary.
• Assists other staff members with identifying issues and developing resolutions by sharing knowledge and expertise.
• Provides training to new team members.
• Provides after-hours on-call support as scheduled or needed.
• Regular and reliable attendance.
• Perform other duties as assigned.

Position serves both internal co-workers and external customers, clients, patients, contractors, and vendors.

Access to and/or works with sensitive and/or confidential information.

Exhibit a [comprehensive] understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Business Office Standards and Recom-mended Practices.

Knowledge, Skills, and Abilities:

Skills and Abilities:

Mathematical Skills

• Business Mathematical Skills -- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percent-ages and to draw and interpret graphs.

Computer Skills

• Moderate Computers Skills -- Frequent use of electronic mail, word processing, data entry, spread-sheets, graphics, etc. Ability to create, maintain and incorporate simple functions into documents, spreadsheets, databases, and presentations to support business objectives.
• Advanced Computer Skills -- Routine use of electronic mail and computer systems. Ability to incorpo-rate complex and complicated functions into documents, spreadsheets, databases, and presentations to support business objectives.

Communication

• Moderate Communication -- Regularly uses moderately complex oral and written skills. May train oth-ers in functional areas, interact with others and make presentations to department or middle manage-ment.

Decision Making

• Job Specific Impact -- Decisions generally affect own job or assigned functional area.

Nature of Problems

• Varied Business Problems -- Problems are varied and complex, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, general precedents and practices.

Independent Judgement

• Foundational Judgement -- Results are defined, and existing practices are used as guidelines for how to complete work

Planning/Organization

• Moderate -- Handle multiple tasks simultaneously with moderate complexity.

Physical and Mental Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for ex-tended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vi-sion, peripheral vision, depth perception, and the ability to adjust focus.