Application Support Analyst

ThoroughCare; Pennsylvania; On-site; USD 70,000 - 95,000; Full time

Job summary

An innovative healthcare platform services company is seeking a dedicated Application Support Analyst to enhance their application support team. This full-time role involves providing exceptional customer service, troubleshooting complex issues, and collaborating with development teams to ensure a seamless user experience. Ideal candidates will possess strong communication skills and a passion for improving patient care through technology. Join a mission-driven organization that values teamwork and offers career advancement opportunities in a supportive environment. This is a fantastic chance to make a meaningful impact in the healthcare industry.

Benefits

Health Insurance

Paid Vacation

401k

Career Advancement Opportunities

Qualifications

• Motivated self-starter with customer service attitude.
• Ability to troubleshoot basic website usability.

Responsibilities

• Provide direct support to clients for ThoroughCare software.
• Develop and maintain expert-level knowledge of the platform.

Skills

Customer Service

Problem Resolution

Communication Skills

SQL

Ruby on Rails

Data Visualization

Education

College Degree or Equivalent Work Experience

Tools

ThoroughCare Software

Ticketing Platform

Data Visualization Platforms (e.g., Tableau, Qlik)

Job description

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About ThoroughCare, Inc.

ThoroughCare, Inc. is a healthcare platform services company, founded in 2013 and headquartered in Pittsburgh, PA. Our targeted solutions assist various Healthcare Professionals, payers, pharmacy and other HCQP organizations with their participation in value-based care management and wellness programs - whether it"s fee-for-service, shared-risk or capitation-based - with focus on the combination of improved patient quality of life, reduced spending, and increased revenue. ThoroughCare software is currently used to support over 250,000 patients across nearly 700 primary care and specialty practices across the United States.

About ThoroughCare, Inc.

ThoroughCare, Inc. is a healthcare platform services company, founded in 2013 and headquartered in Pittsburgh, PA. Our targeted solutions assist various Healthcare Professionals, payers, pharmacy and other HCQP organizations with their participation in value-based care management and wellness programs - whether it"s fee-for-service, shared-risk or capitation-based - with focus on the combination of improved patient quality of life, reduced spending, and increased revenue. ThoroughCare software is currently used to support over 250,000 patients across nearly 700 primary care and specialty practices across the United States.

We are driven by our passion to improve the quality of life for every person we can. Our mission is to simplify integrated whole patient care by extending the care setting beyond the facility and into the patient home, empowering care teams through features designed with clinicians in mind, and we are looking for motivated and experienced individuals to join us on our journey.

For more information about ThoroughCare: http://www.thoroughcare.net/

About The Role

• ThoroughCare, Inc. is investing in scaling our application support team to support our continued foundational growth and looking for an Application Support Analyst (ASA), who possess a highly professional profile and customer service attitude. ASAs are expected to be active leaders, highly motivated self-starters. Our ideal candidate is one who can hit the ground running and quickly get up to speed with our solutions, our technology/code base, and the Care Management domain; one who respects the value of superior customer service; one who is diligent, able to troubleshoot complex issues, and innovates through strong situational analysis, problem resolution skills and the assertiveness to think outside the box.
  
  

What you"ll do

• Provide direct support to verified client representatives and/or end users for all functionalities provided through the ThoroughCare software platform.
• Develop and maintain basic knowledge of Medicare, MACRA and associated Care Management and Wellness programs (including CCM,PCM, AWV, ACP, TCM, RPM, BHI).
• Develop and maintain expert-level knowledge of the ThoroughCare platform.
• Work with software development team to address escalated application questions and confirmed software defects.
• Log and manage entries within the defined ticketing platform, utilizing proper spelling and grammar, and capturing appropriate content of the discussion/situation.
• Escalate high severity issues (i.e. system outages and poor performance) to the appropriate technical staff members.
• Provide timely client updates and follow-up to identified issues.
• Develop and maintain application documentation, including but not limited to training manuals, user guides and release notes.
• Train client end users on software functionality (as requested).
• Provide feedback relative to product enhancements and new product development (as requested).
  
  

Qualifications

• College degree or equivalent work experience required.
• Motivated self-starter who maintains the ability to handle multiple tasks.
• Ability to establish and maintain effective working relationships with a service-oriented attitude in a team environment. Includes interaction with internal staff as well as customer staff members and the ability to effectively convey computing concepts to non-technical staff.
• Ability to troubleshoot basic website usability
• Excellent interpersonal, listening and communication skills and maintain a professional, positive and friendly customer service attitude at all times
• Excellent phone voice and proper use of grammar when directly communicating with customers
• Additional skills (not required, but helpful):
• Good understanding of relational database technologies (i.e. SQL), and the ability to understand database schemas that represent and support business processes
• Knowledge of Ruby on Rails
• Experience with Data Visualization platforms (e.g. Tableau, Qlik)
• Experience with Care Management and/or Wellness platforms
• Understanding and experience with common software development life cycle methodologies, including waterfall and Agile models a plus
  

This position is full-time and available immediately. Benefits include health insurance, paid vacation, 401k, and career advancement opportunities. This is an excellent opportunity to build your career with a growing healthcare software company.

Candidates may be asked to take a skills test to further determine qualifications for the role.

All candidates are subject to a background check and must be authorized to work in the United States. Please note that ThoroughCare is an Equal Opportunity Employer. We celebrate diversity and are fully committed to maintaining an inclusive environment for all employees that is free of discrimination and harassment.

PI267583789

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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