Operations Analyst - TUS

Kids for the Future; Columbia (MD); Hybrid; USD 50,000 - 53,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

20 days PTO

403(b) plan with employer match

Job summary

CRISP Shared Services, Inc. is seeking an Operations Analyst to provide Tier 1 support to CRISP participants and applicants.

You will work in the call center and CRM to assist with user access, onboarding, and general inquiries, with training schedule 8AM–4:30PM EST for 4 weeks. The role is hybrid in Columbia, MD, with on-site once a week; salary is $50k–$53k per year plus benefits including health, dental, vision, life and disability insurance, and a 403(b) plan with discretionary employer

Qualifications

• Bachelor's degree in health sciences, information systems, or related field.
• Experience with Microsoft Office, especially Excel.
• Experience supporting a technology company with tier 1 level support.
• 2+ years of experience or equivalent.

Responsibilities

• Provide Tier 1 support within the call center and CRM to resolve user access, onboarding, and inquiries.
• Assist with onboarding and credentialing education.
• Maintain and update participant accounts in CRM.
• Create CRM reports to identify participant status and utilization metrics.
• Coordinate with Operations Manager on customer support campaigns.
• Analyze common trends and resolve tier one issues.

Skills

Organizational skills

Interpersonal skills

Communication

Analytical thinking

Problem solving

Multitasking

Healthcare industry knowledge

Education

Bachelor's degree in health sciences / information systems

Tools

Microsoft Office

Excel

Job description

• Location Remote - Columbia, MD, United States
• Base Pay $50,000.00 - $53,000.00 / Year
• Other Compensation up to 8% bonus potential
• Job Category Technical User Support
• Employee Type FT Exempt
• Required Degree 4 Year Degree
• Manage Others No

Company Description

CRISP Shared Services (CSS) serves as the technology partner for health information exchange (HIE) partners in Maryland, DC, West Virginia, Connecticut, Alaska, Virginia, Kentucky, Florida, and other jurisdictions. CSS facilitates the electronic transfer of clinical information between disparate information systems in order to positively impact the healthcare system through improved patient care and outcomes, reduced costs, and data-driven understanding of regional public health concerns.

Job Summary

The primary function of the Operations Analyst is to provide Tier 1 support to all CRISP Shared Services participants and interested applicants. The Operations Analyst will work within the call center and CRM software to resolve issues related to user access, portal navigation, onboarding, and general inquiries.

Training Schedule: 8AM – 4:30PM EST for 4 weeks.
Permanent Schedule: 9:30PM – 6PM EST; hybrid position and should plan to be on site every Wednesday during normal scheduled hours.

Requirements

Essential Duties and Responsibilities

Include the following. Other duties may be assigned.

HIE Operations

• Assist CRISP Shared Sevices participants with user access, portal navigation, and other HIE inquiries.
• Assist interested applicants with organizational and individual onboarding.
• Become knowledgeable about credentialing requirements in order to educate current/future users and troubleshoot registration issues.
• Serve as initial liaison between HIE and a variety of healthcare organizations to assess needs and route to appropriate department.
• Maintain and update participant accounts in CRM software to include activity history, contact information, and membership status.
• Coordinate with Operations Manager to implement customer support campaigns.
• Create CRM reports to identify participant status and utilization metrics.
• Reviewing and regularly updating operational standard procedures and user training tools.
• Analyzing common trends/problems and solving tier one technical issues.
• Responsible for communicating and owning design flaws that are escalated to internal/external engineers.
• Recommends software/hardware changes to support existing platform.
• Fulfill patient opt out requests and address general patient inquiries regarding the HIE.
• Provide support to Operations Manager and Outreach Team.

Qualifications

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Strong organizational and interpersonal skills with all levels in the organization.
• Possession and demonstration of high energy, flexibility, creativity, and good judgment.
• Skilled and knowledgeable in relationship management and communication.
• Ability to communicate effectively, both verbal and written.
• Logical thinker with good analytical and problems solving skills.
• Ability to manage multiple tasks and meet deadlines.
• Familiarity with healthcare industry preferred.

Experience and/or Education Requirements

• Bachelor's degree in health sciences, information systems, or other related field.
• Experience with Microsoft Office, especially Excel.
• Experience supporting a technology company with tier 1 level support is preferred.
• 2+ years of experience or equivalent.

Compensation and Benefits Package

• Targeted base salary: $50k – $53k per year, based on experience and qualifications, plus benefits and bonuses.
• Benefits include the following but are not limited to health, dental, vision, life and disability insurance. CSS also has a 403(b) plan with discretionary employer match and contributions. You will be eligible for 20 days of Paid Time Off per year (accrued in accordance with CSS' policies). PTO is in addition to 8 company designated holidays. If you are not PTO eligible, you may be eligible for applicable state and/or local sick and safe leave in accordance with the provisions of any applicable state and/or local sick and safe leave laws.

Location:

Hybrid, Columbia, MD (once a week)

CRISP Shared Services, Inc. is an equal opportunity employer. This means that CRISP Shared Services Inc. is dedicated to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, marital status, genetic information, disability, military or veteran status, or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all team members.