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SalaryWelcome to Veradigm! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Veradigm is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.
Veradigm understands that managed care organizations, pharmacy benefit managers (PBMs), insurance companies, health plans, and other payers need to balance controlling costs with the goal of providing the highest quality of care and optimizing health outcomes for their members.
Solutions from Veradigm Payers:
- Deliver insights to drive quality outcomes cost-effectively
- Improve efficiency for themselves, their providers, and their members through high-speed clinical data exchange
- Impact point-of-care decision making positively by integrating payer guidance and prior authorization management directly in each healthcare provider's existing workflow
Job Summary:
Provides product application support to clients via the telephone and/or Internet (e.g., instant message, email). Assesses nature of product or service issues and resolves support problems through independent judgment and advanced troubleshooting skills.
What you will contribute:
- Diagnoses and resolves client application questions or problems over the telephone/Internet in the areas of product functionality, system configuration/setup and bugs/enhancements.
- Tracks and documents inbound support requests and ensures proper notation of client problems or issues
- Maintains a log (SNOW) of issues and conveys client feedback regarding issues and collaborates with product development staff, via problem record or issue case to improve on current design or to identify possible problems with design
- Searches for known issues and product information in the Knowledge Base to speed problem resolutions; Ensures case documentation is accurate, complete, clear and consistent with Support policy
- Works directly with clients requiring basic product knowledge and basic troubleshooting skills
- Reproduces client issues to identify root cause and provides data to the appropriate resources for analysis
- Responds to, works and closes cases within established timelines and SOP's; Communicates accurate expectations to the clients
- Assists field technicians who are troubleshooting problems or repairing product.
- Works directly with mentor on skill development to build towards independence
- Knows when to escalate to the next tier level
- Participates in quality processes
The ideal candidate will have:
- Academic and professional qualifications: Associate Degree in Computer Science/IT or relevant work experience
- Experience: 1–3 years experience with financial/healthcare products in a support, development or consultancy environment, of which 1 year of experience will be in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products. Veradigm PM experience preferred.
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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 are In 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.
Veradigm' 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. 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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