Senior Applications Analyst Reporting and Implementations

About The Job

Key Areas of Responsibility

The key areas of responsibility the Senior Applications Analyst Reporting and Implementations is responsible for include:

TeamSupport Ticket Management

  • Coordination with HCIM clients on the resolution of submitted tickets in the TeamSupport application
  • Reviewing open tickets and collaborating with the assigned HCIM resource(s) to ensure they are actively working their tickets. Escalate internally or with client as appropriate

HCIM Product(s) Support

  • Provide client support on all HCIM software products as assigned, including the complete SymKey product line.   Specific support on SymKey products for EZ-CAP, PLEXIS, and/or any other future developed platforms
  • For new client product sales and existing client new module product purchases, act as a HCIM resource for remote installations and configuration, pre-onsite testing, and on-site implementation and client training
  • For the SymKey product line, develop and test SymKey scenario SQL queries that provide the function of processing SymKey jobs and/or automating client business workflows

Job Functions

The Senior Applications Analyst Reporting and Implementations typical job duties/responsibilities include, but are not limited to:

  • Participating as a member of the Product and Support team in all scheduled meetings
  • Provide SymKey training to clients during initial implementation, and then as needed
  • Provide client Customer Service and address Product Support inquiries
  • Participate in on-site HCIM client implementations. Follow-up on client’s post-install activities
  • Communicate to Reporting Manager any client reported product or services deficiencies, enhancement requests, and any possible impact (negative or positive) related to ongoing client relationships and other client or internal communications as directed
  • Development of a variety of HCIM software documentation
  • Follow customer support issues through to resolution with reporting clients, tracking support in HCIM’s ticket system (currently TeamSupport). Follow up with clients to ensure they are actively responding to tickets HCIM has worked
  • Escalate customer support and bug fix issues to and interact with Technical Services as needed
  • Draft, format, edit and update HCIM product and procedures documents as needed
  • Annually, and as needed throughout the year, secure the Productivity Reports from each SymKey client, and compile the statistics into the SymKey Productivity Stats spreadsheet
  • Continually develop technical skills through work on HCIM projects and continuing self-education
  • Other special projects as assigned

Experience & Skills

The ideal candidate will possess:

  • A minimum of 8 years of related and proven work experience in health care and technology, including client facing roles
  • A minimum of 3 years of related and proven experience with Cedar Gate Technologies EZ-CAP Managed Care Information system is required
  • Possess a strong interest and proven experience in business analysis/data analysis and operational perspective in the managed care or healthcare payer industry
  • A keen interest and ability to evaluate processes and implement improvements
  • Related experience in the managed care and/or Healthcare payer industry; experience with operations, finance and information technology
  • Demonstrated ability to provide advice and counsel across a complex organization
  • Experience in data management, systems implementation, business/data analysis, and redesign of business processes
  • Strong documentation skills, including experience with policies and procedures and software documentation
  • Intermediate to advanced level SQL query development skills
  • Effective interpersonal, language, communication, and presentation skills
  • Ability to generate and earn respect and trust from management, colleagues, and external constituencies
  • Strong problem-solving skills, with ability to manage a problem through all steps to a complete resolution
  • Self-assured, confident, and goal-oriented

Work Environment

The Senior Applications Analyst Reporting and Implementations will perform the above duties from their home-based office, in cooperation with other HCIM colleagues who shall be located elsewhere.

  • Travel for occasional face-to-face work sessions with other colleagues and/or HCIM clients may be necessary.
  • Travel for various business purposes may be required as needed, including travel to client sites for SymKey implementations and/or training engagements.
  • If applicable, HCIM will support Colleague to maintain any/all certifications that are relevant to the position.

This job description is not intended to be all inclusive. The Senior Applications Analyst Reporting and Implementations may perform other related duties as negotiated to meet the ongoing needs of the company.

We will not share your contact information outside of HCIM.