Support Analyst II - Remote, (1701)

Summary

TriCore Reference Laboratories is a clinical laboratory organization supporting laboratory operations, users, and customer systems. The Support Analyst II provides level I and II technical support, troubleshoots and escalates system issues, monitors outages, supports patient result delivery, documents procedures, and assists with training and quality programs.

Responsibilities

• Performs all the functions of the Support Analyst I independently with moderate supervision and with a high degree of quality and efficiency
• Participates in identifying system problems and communicating this to departmental leadership. Participates in cross-functional teams to conduct root cause analysis
• Ensures notification of all appropriate personnel of system changes/outages, modifications and that the changes are documented. Ensure users’ needs are being met
• Maintains assigned procedures and assist in writing/developing new procedures and operating instructions
• Assists in education and training to improve user experience
• Responsible for identifying, documenting and tracking system issues with vendor to resolve problems
• With direction, coordinates with necessary departments on the addition of new clients, providers and printing routines
• With moderate supervision, maintains and trouble shoots patient result delivery in all applications
• Perform all Essential Functions and General Requirements of a Support Analyst I with proficiency
• Assist with special projects as needed or directed
• Ability to work independently, with minimal supervision
• Ability to handle multiple priorities and escalations
• Strong working knowledge of company systems, policies, procedures and structure used in the department and company
• Demonstrate ability to independently and effectively resolve issues on demand
• Ensure that all incidents and requests are completed to meet expectations of customers and QA standards
• Report QA measures to the systems administrator, applications analyst and/or manager
• Participate in creating QA and QI programs to ensure that established standards are met

Skills

• Schedule: Monday-Friday 8:00AM - 5:00PM and other shifts as needed
• Location: Remote
• Associate's degree (or equivalent industrial experience) in Medical Laboratory Technology, Computer Sciences, Management of Information Systems, Information Assurance, Information Technology or related field(s)
• Two (2) to three (3) years computer, laboratory or billing operations
• In lieu of degree, equivalent combination of education and experience equal to three (3) to five (5) years of experience
• Requires expert knowledge of assigned computer applications
• Prove immunity to Hepatitis B, be immunized, or sign a waiver refusing hepatitis immunization
• Provide documentation of a PPD test conducted not more than 90 days prior to date of hire or have a PPD test conducted
• Perform all Essential Functions and General Requirements of a Support Analyst I with proficiency
• Ability to work independently, with minimal supervision
• Ability to handle multiple priorities and escalations
• Strong working knowledge of company systems, policies, procedures and structure used in the department and company
• Demonstrate ability to independently and effectively resolve issues on demand
• Bachelor's degree in laboratory medicine, computer sciences or related field to support laboratory applications, or 1-3 years of customer service experience
• Basic medical terminology
• General knowledge of laboratory testing and/or medical billing systems

Qualifications

Must Haves

• Schedule: Monday-Friday 8:00AM - 5:00PM and other shifts as needed
• Location: Remote
• Associate's degree (or equivalent industrial experience) in Medical Laboratory Technology, Computer Sciences, Management of Information Systems, Information Assurance, Information Technology or related field(s)
• Two (2) to three (3) years computer, laboratory or billing operations
• In lieu of degree, equivalent combination of education and experience equal to three (3) to five (5) years of experience
• Requires expert knowledge of assigned computer applications
• Prove immunity to Hepatitis B, be immunized, or sign a waiver refusing hepatitis immunization
• Provide documentation of a PPD test conducted not more than 90 days prior to date of hire or have a PPD test conducted
• Perform all Essential Functions and General Requirements of a Support Analyst I with proficiency
• Ability to work independently, with minimal supervision
• Ability to handle multiple priorities and escalations
• Strong working knowledge of company systems, policies, procedures and structure used in the department and company
• Demonstrate ability to independently and effectively resolve issues on demand

Nice to Haves

• Bachelor's degree in laboratory medicine, computer sciences or related field to support laboratory applications, or 1-3 years of customer service experience
• Basic medical terminology
• General knowledge of laboratory testing and/or medical billing systems

Benefits

• Remote work arrangement