Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

GENERAL DESCRIPTION
 
Application Support Technologist I will provide incident support, escalation and drive problem resolution.    Incident support includes root cause analysis and provides tactical as well as strategic identification of solutions.
Application Support Technologist I will proactively identify and analyze barriers to the product workflow to ensure service level agreements are met or exceeded.
 
KEY RESPONSIBILITIES
Respond to Inquiries
  • Engages with customer via multiple sources such as phone and e-mail to rectify and resolve interruptions and errors
  • Updates tickets/incidents immediately
  • Identifies customers with multiple incidents and follows up directly to educate or correct
  • Prioritizes tickets based on severity and impact
  • Review updates daily and update incidents
  • Provide Tier II support to various internal provider support groups
Surface Trends
  • Identifies recurring problems and notifies team members
  • Accepts projects as assigned
  • Adjusts workload as priorities change
  • Shares knowledge as appropriate
  • Document tickets so it is easily understood by others
  • Expanding employee network to assist in the resolution of tickets
  • Creates tickets for incidents that cannot be resolved at Tier II or needs to be resolved by another department
  • Attends State of the Union (SOTU) meetings to learn the business
  • Updates Confluence pages as necessary with documentation
  • Updates JIRA with thorough and concise documentation when escalating issues to other internal group(s)
  • Audit work to ensure accuracy
  • Research tickets and applicable processes to ensure the best course of action
  • Attends training courses to stay up to date on products, technology and other applicable references are maintained
  • Audits intermediate level reports
  • Compiles intermediate reports to track volume and type of transaction
  • Create basic communication emails to notify all relevant parties of system or application outages
  • Investigates and interprets production issues with the application code to resolve issues
  • Researches batch processes to identify errors and correct as needed
  • Monitors direct and indirect connections to payers for evidence of service interruption and  processing issues
  • Applies basic Oracle SQL and or SQL Server to resolve incidents, gather data or generate reports
  • Applies basic knowledge of products and tables to resolve incidents and generate reports
  • Utilizes monitoring tools and alerts to detect system outages, system degradation or issues and notifies/rectifies as appropriate
  • Applies entry level knowledge of Splunk to day to day work
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job.  They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
 
EDUCATION AND EXPERIENCE
  • Bachelor’s degree or equivalent work experience
  • 2 or more years of experience in IT customer support
  • EDI resolution
  • Previous programming in .net, XML, VB6, and/or Visual C++
  • Web-based software support and/or healthcare experience in a data/process analysis role
  • Has a solid understanding of computer desktop application for MS Office Suite (Word, Excel, Outlook, etc.)
  • Possesses efficient key boarding/data entry skills
  • Bachelor’s degree Computer Science or a related field of study or equivalent work experience
SKILLS AND KNOWLEDGE
  • Stays current on Availity products, release notes and marketing communications
  • Identifies many possible causes for a problem and narrows down to the mostly likely cause
  • Carefully weighs the priority of things to be completed
  • Asks question to clarify understanding
  • Listens intently to fully grasps what the other person is trying to say (both what is spoken and implied)
  • Asks the right questions to obtain clarification in confusing conversations
  • Provides timely status updates to those involved in the work or the customer
  • Uses the appropriate channel of communication
  • Keeps leaders informed about the progress and problems to avoid surprises
  • Assists and serves others to meet their needs.
  • Focuses on discovering those needs and the way to best meet them.
  • Acts in an honest and trustworthy manner when responding to customer issues
  • Maintains own and others attention to internal and external customers’ needs.
  • Takes personal responsibility for continuously raising the standard of customer service.
  • Able to work independently under minimal guidance
  • Demonstrates skill and insight in gathering and sorting key information needed to resolve a problem
  • Knows how and when to involve others in an issue
  • Demonstrates persistence, skill, and
  • be more effective in job
  • Rises to the challenge of unfamiliar tasks resilience throughout the process so problems don’t linger unresolved
  • Learns quickly and independently; seeks opportunities to extend and deepen learning to and responsibilities; is willing to experiment, risk, and seek resources to learn, grow, and find solutions
  • Does ones part by arriving on time and prepared for work
  • Values the contributions of others and respects their opinions even when it differs from one’s own.
  • Cooperates with others to accomplish common goals
  • Keeps people informed and up-to-date. 
  • Builds consensus.
  • Listens to all points of view.
  • Readily gets cooperation of others for whom one has no direct authority
CUSTOMER SCOPE (ADDITIONAL SPECIFICATIONS FOR JOB POSTING)

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.