HFHP CS Onsite Support Specialist – Workforce Management Analytics Position Available In Brevard, Florida

HFHP CS Onsite Support Specialist – Workforce Management Analytics Health First Careers – 3.6

Rockledge, FL Job Details Full-time Estimated:

$39.8K – $52.4K a year 1 day ago Qualifications Computer science Computer Science BMC Remedy Customer service Mid-level Information security Computer Information Systems Computer skills Customer support 1 year Associate’s degree Communication skills Full Job Description Job Requirements

POSITION SUMMARY

To be fully engaged in providing Quality/No Harm, Customer Experience, and Stewardship by: supporting best practice workstation and troubleshooting solutions that support the delivery of highly reliable, customer-centric, enterprise-level services. The workstation and support specialist is responsible for the installation, repair and maintenance of basic hardware resources including but not limited to inventory, storage, and coordinating associated softwareaccess as well as email, print, and other services. This individual demonstrates an understanding of a system problems or situation with the goal of achieving maximum uptime and availability for customers.

This position serves as a first point of contact with outage and performance issues for the department and other areas as needed for the following applications CTIOS, CSA, Market Prominence/C4C, Amysis, HealthX, and Nice applications. This individual answers internal inquiries, interfaces with enterprise IT and health plan technical support contacts as the IT Liaison for the department. The workstation and support specialist troubleshoots software and hardware failures either in person or on the phone. This individual also performs hardware installations and is responsible for initiating and tracking all equipment procurement requests/tickets for the department maintaining record of repairs and system updates. The workstation and support specialist adheres to key performance measures for their areas of responsibility. Span of responsibility includes the following areas: Systems Equipment and Application Access Email, File, Print, and other Services Maintains inventory of hardware, new and spares, for areas of primary responsibility, thereby providing a valuable resource needed to support daily operations, Prepares problem reports on time, submitting appropriate change requests or submitting change requests timely. Constructively participates in projects as assigned by management by keeping project team members updated on the status of assigned tasks and completing assigned milestones and deliverables on time as stipulated in the plan. Maintains a high level of security in assigned areas of responsibility, abiding by established Health First Information Security policies and procedures. Setup and Troubleshooting, and support of computer systems, equipment, and applications related to core systems. Properly documents all assigned Remedy tasks. Follows procedures for making proper notification when leaving an assigned facility. Ability to Create, Close or Properly Assign cases within the case tracking software. Remains available and onsite at all times in the event of equipment failure or system issues. This position reports to the Department manager.

PRIMARY ACCOUNTABILITIES

Engagement:

Strive to assume additional responsibility and successfully advance career within the organization.

Quality/No Harm:

Install and maintain Systems hardware assets, within a framework of Health First and industry standards as well as IT principles and policy guidelines. Meet or exceed the relevant service level agreements for ticket and problem resolution. Provide best in class customer service.

Customer Experience:

Continuously identify and recommend opportunities to leverage technology to improve the patient/member experience. Provides customer support within the priority and case closure standards as agreed to in the departmental Service Level Agreement documentation. Participates as requested in customer service training programs Capable of properly prioritizing system issues. Works with other HIT areas to ensure that issues are worked in a cross departmental approach. Plans for future equipment and application access needs and works with other departments to implement in response to business needs.

Stewardship:

Identify cost reduction opportunities. Drive operational efficiencies that improve profitability and customer satisfaction. Ensure assets are accurately tracked. Participates in Health First approved educational programs and activities related to the IT mission to keep abreast of current trends, best practices, and new developments in healthcare information technology as they relate to specific job responsibilities Complete hardware repairs within time frames specified timeframes set by the department Maintain inventory of computer equipment/supplies as new or repaired hardware is received at each facility. Provides weekly updates as required. Able to demonstrate cost savings strategies within your area of responsibilities. Work Experience

QUALIFICATIONS REQUIRED

Required Education:

AA Degree in computer science, computer information systems, and one year of related experience or in the absence of an AA Degree, 2 years’ experience in a related field.

Experience:

Professional experience providing support for computer systems and applications. Microsoft operating system certification a plus. Great interpersonal and customer service skills. Good understanding of customer service operations, and “service-first” philosophies. Highly articulate and able to convey important messages at a high level in a clear and professional manner. Establishes trust and credibility at all levels of the organization; cultivates relationships with peers and associates; comfortable working in a matrix model. Demonstrates ability to manage ambiguity; very adaptive to changing situations. Demonstrates critical thinking in making decisions and acts under pressure in times of crisis with a view to what is most appropriate, reasonable, timely and realistic. Applies logic and sound reasoning to determine the facts and reveal root causes. High integrity and compatibility with Health First I-CARE Values. Demonstrates good oral, written, and interpersonal communication skills. Ability to relate to customer needs and concerns. Previous work in Health Care is desired. Keyboarding skill necessary to enter data. Must present a neat, clean professional appearance at all times.

PHYSICAL DEMANDS

Ability to enter information using hand/wrist dexterity. Ability to lift 40lbs on a regular basis. Personal vehicle to travel to and transport hardware to Health First facilities. Ability to handle stressful and dynamic work situations. Able to perform duties with minimal supervision. Ability to assess, interprets data, and resolve computer system problems. Ability to satisfy customer needs based on the understanding of equipment and concepts from the user’s perspective. Perform complex or varied tasks. Relate well to others. Comprehend and follow instructions. Capable of working shifts (1-2-3), weekends and on call.

MENTAL DEMANDS

Ability to work in often stressful environments. Ability to work on call as necessary. Ability to handle stressful and dynamic work situations while contributing to a team environment. Must exhibit analytical and problem solving abilities. Ability to educate users on the Health First Standard Environment. Ability to satisfy user needs based upon an understanding of equipment and concepts from the associates’ perspective. Benefits

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.