Team Lead, Support Engineer

Do you enjoy coding in Java, data conversion, working with a team, and team management?

As a technology leader in healthcare process automation and interoperability, Smart Data Solutions (SDS) is a strategic partner that utilizes data and intelligent automation to digitally transform operations and deliver outcomes for clients which reduces costs, streamlines workflows, and improves overall customer experience. Looking to the future, Smart Data Solutions has ambitious growth plans for the next few years and is currently seeking a Team Lead, Support Engineer to join our implementation team!

What you’ll be doing?

Job Accountabilities

• Assignment of workflow improvement, defect fix and/or internal projects to Support Engineer and holding them accountable for timely completion.
• Execute service tickets for file movement and ad-hoc database record adjustments to facilitate workflow corrections
• Ticket queue aging management
• Customer service and satisfaction, as measured by customer survey responses
• Customer communication standard compliance, as measured by communication audits and/or communication escalations.
• Minimize customer service incidents and escalations
• Other duties as assigned

Job Outcomes

• High customer satisfaction per customer surveys
• Managed customer service ticketing.
• Accounts are maintained in good health, with no acceptable transaction, file, or ticket aging metrics delivered

What we’re looking for?

Required skills:

• 2-4 year degree in computer science or equivalent degree
• Highly organized and disciplined
• Business analysis
• Microsoft Excel, Word, and Windows
• Ability to understand process workflows, analyze, and identify improvements
• Strong writing skills, particularly for process documentation and communication
• Ability to comprehend and follow written policies, procedures, and directions
• Disciplined in prompt communication responsiveness
• Communication and reporting style that emphasizes simplicity and elimination of noise in favor of substantive and actionable data
• Action orientation and ability to consistently complete assigned tasks on time

Why is this the company for you?

Top Benefits & Perks:

• A company culture that is authentic and values teamwork, humility, and fairness! We work hard for our customers and have fun along the way!
• A professional development and growth-oriented workplace
• Generous benefits including, health, dental, and vision insurance, short-term, and long-term disability
• 401(k) with a company match to provide a better future in your retirement years
• Work-life balance with competitive paid time off package; including vacation, holiday, and a floating day

Who is Smart Data Solutions?

Smart Data Solutions is a technology vendor that brings 22 years of healthcare experience using intelligence and automation to extract data from front office mailroom operations. Today, the company is expanding out from its front office focus and targeting its open-source automation and AI engines toward the entire healthcare operations value chain. One of the key benefits of working with Smart Data Solutions is their specialized approach to data capture and automation. Smart Data Solutions takes a comprehensive approach to image and document processing, using multiple engines and hundreds of thousands of lines of code to ensure accuracy and make sense of data. Smart Data Solutions has also invested heavily in EDI interoperability, with clearinghouse capabilities that enable them to pivot towards providing value-added services. Using the data they have collected, they are able to offer population health insights to clients, helping them make informed decisions about their largest areas of spending and identifying potential opportunities for cost savings.

Smart Data Solutions’ global headquarters are just outside of St. Paul, MN with 400+ employees and leverages dedicated onshore and offshore resources as part of its service delivery model. The company counts over 500 healthcare organizations as clients, including multiple Blue Cross Blue Shield state plans, regional health plans and TPAs, handling over 2 billion transactions of varying types annually with a 98%+ customer retention rate. SDS plans to continue investments meaningfully in automation and machine learning capabilities across its tech-enabled processes to drive scalability and greater internal operating efficiency while also improving client results.

SDS has partnered with a leading growth-oriented investment firm, Parthenon Capital Partners, and the Blue Venture Fund, a unique collaboration among Blue Cross Blue Shield (BCBS) companies, to further accelerate expansion and product innovation.

Location:

Smart Data Solutions is located in Eagan, MN. This position is a hybrid position, with in office work once per week.

Smart Data Solutions is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status