Location: Austin, TX
We Are Improving Healthcare Across America.
Want To Help?
This role offers you the opportunity to play an influential and visible role as our company continues to grow, improving health outcomes to the most-chronically ill by giving providers the support they need to navigate the rapidly-changing face of healthcare!
At Caravan Health, we service the safety net of the American healthcare system, through applied population health, in places such as Rural Health Clinics (RHCs) and Federally Qualified Health Centers (FQHCs). We help our clients utilize never-before-available data to promote effective prevention and treatment for the chronically ill, using the best practices for healthy living. The result is nothing less than better care, smarter healthcare spending and healthier people.
We have an outstanding opportunity to work for a fast-growing healthcare technology consulting organization, and are seeking a health equity-focused Data Analytics Technical Liaison with recent experience in a help desk environment supporting Healthcare IT software and systems, preferably data analytics.
The successful candidate will be able to:
Ø Responsible for assuring users are provided efficient and timely first and second level support in relation to the data analytics software
Ø Monitors problem resolution by data analytics vendor and follows up with assigned personnel to ensure timely resolution of problems
Ø Provides regular status reports and escalations to the VP of Information Technology and Services
Ø Invokes problem escalation procedures to coordinate resolution
Ø Asseses quality assurance processes and procedures to ensure items are tested appropriately before being released into GA environment
Ø Advises Data Analytics vendor on QA best practice and assists in implementing QA processes
Ø Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
Ø Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the IT departmental leadership pertaining to data analytics software
Ø Ensures that decisions made to improve the overall customer support are continually carried through
Ø Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner
Ø Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
Ø Serves as the main point of contact for all related data analytics support issues, providing advanced first level technology support
Ø Meets with vendor technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the technology planning effort, related to data analytics
Ø Accountable for ensuring the data analytics vendor is meeting operational Service Level Agreements for Caravan Health
Ø Ability to manage multiple high priority initiatives in a fast paced highly technical environment
Ø Performs other duties and responsibilities as assigned by the VP of Information Technology and Services
What Else You'll Bring to the Table
In addition to the competencies detailed above, you'll need:
High school diploma required. BS from an accredited college or university in Information Technologies or Systems is strongly preferred.
Requires three to five years of related technical and managerial experience in a help desk environment supporting Healthcare IT software and systems, preferably data analytics
Experience with quality assurance best practice methodologies and experience implementing them
Must obtain Lightbeam training within 30 days of employment
Knowledge of software development methodologies and best practice development processes
3-5 years of software support experience with an emphasis on supporting clients in a fast-paced environment
Experience managing issue resolution and escalation relating to technical issues
A high level of accuracy with numbers and measurements and a strong attention to detail
Effective time management and organizational skills in order to independently prioritize workload and meet deadlines
Comfortable working with customers nationwide
Excellent interpersonal, written and verbal communication and team skills
Excellent customer service skills, attention to details
Ability and interest in assuming increasing responsibility over time
Familiarity with helpdesk software
Familiar with software development methodology (example – Agile)
Familiarity with Accountable Care Organizations preferred
Dependable in attendance and job performance
Position is located in Austin, TX but will require frequent travel/work to/from Dallas area
What's in It for You
Great work environment — we understand the importance of investing in the right people, infrastructure, and culture. We take pride in fostering a positive employee environment with employee growth and development a priority.
Work/life balance — we are committed to helping you balance work with the other commitments in your life, and we'll make sure your workload is realistic. At the same time, we'll look to you to remain flexible when the situation calls for it as we grow.
Excellent compensation — in order to attract and retain top talent, we're proud to offer competitive pay and generous benefits.
If this sounds like the right mix of challenge and opportunity for you, and you meet the minimum qualifications, we want to hear from you!
Please apply to the following URL:
Qualified individuals with a disability are encouraged to apply. An Equal Opportunity/Affirmative Action employer – AA/EOE/M/F/D/V.
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