Production Support Associate

Production Support Associate at HealthEdge Software Inc in Boise, Idaho, United States Job Description Overview Position Overview: The Associate Production Support plays a vital role in the overall delivery process. Our ideal candidate will be responsible for triaging and resolving Customer reported issues on a timely manner to ensure customer satisfaction. GuidingCare is a complete platform for patient-centered care, offering health plans and provider organizations easy-to-use, next-generation data integration and workflow management tools. This position interacts with clients to review their internal workflows and processes and engages in IT solution discussions to optimize solutions aligned to their organizational goals. The Product: With GuidingCare, our integrated solution suite empowers payers, providers, members, and other stakeholders to collaborate more effectively. When care teams are empowered with next-generation care management solutions, they can improve coordination and communication, increase member engagement, and ultimately help patients better manage their chronic and complex conditions. The GuidingCare solution suite delivers these results, providing to health plans mission-critical workflow solutions that drive superior care and financial outcomes in a value-based, member- and patient- centric ecosystem. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience. Your Impact: + Serve as a first point of contact with HealthEdge clients to triage and assist the customers on reported issues. + Learn and maintain proficiency in using HealthEdge's platform and understanding HealthEdge and its partner products and services. + Perform Production Support triage to diagnose issues, create solutions or route tickets appropriately. + Respond to tickets within the contractual service level agreement (SLA) times. + Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed. + Build rapport and elicit detailed information from clients regarding the expectations of, and issues pertaining to, HealthEdge's products and services. + Gather and document requirements, use critical thinking skills and investigative nature to expeditiously address questions and resolve issues. + Meet or exceed customer expectations by anticipating and resolving their issues. + Routinely update the client, following SLA guidelin To view full details and how to apply, please login or create a Job Seeker account