Aledade

Application Support Analyst (Permanent Remote, US)

Job Description

Join our dynamic team as an Application Support Analyst, where you’ll be the go-to expert in delivering top-notch technical assistance to both internal and external Aledade app users. As the first point of contact, you’ll play a crucial role in providing timely and effective support through chat, expertly triaging incoming tickets, and troubleshooting issues using established solutions. Your problem-solving skills and customer-focused approach will ensure users have a seamless experience, helping to drive the success of our platform. If you thrive in a fast-paced environment and enjoy making an impact through technical support, this role is for you!

We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home within the US or be based from Bethesda, MD office.


Primary Duties:
  • Assist users via chat to solve technical problems with predefined steps
  • Triage incomplete tickets
  • Perform troubleshooting technical issues received via tickets with predefined steps as set forth for the analyst support group, such as App Access, Practice Location, Providers, Users, Patient Merges, Telehealth, etc.
  • Execute sub-tasks of projects that are a part of the Practice Success workstream while receiving supervision from a senior member of the team

    • Minimum Qualifications:
  • Minimum of two year’s experience in troubleshooting Application issues in healthcare settings
  • Demonstrate basic competency in HL7 SIU and/or  ADT, HIPAA X12 837, and CCDA (understand what they are used for and transmission method)
  • Demonstrate ability in navigating AWS S3 folders
  • Demonstrate basic analytical thinking, problem solving, and customer service skills (professional verbal and written communication skills (clear and concise), active listening, patience, positive language usage, handle complaints professionally, empathy).
  • Demonstrate characteristics of a team player.
  • Demonstrate ability to accept constructive feedback and adapt to a change that lead to positive self-improvements
  • Associate Degree

    • Preferred KSA's:
  • Ability to read/write simple SQL statements or run SQL statements written by other team members

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