Job Description

Description:

Life at Healthy Alliance

At Healthy Alliance, our purpose is to improve health and empower the underserved. Every community has its own needs, affecting the health of those who live, learn, work, and play within them. Our network brings together organizations, big and small, to coordinate and collaborate so that all communities have reliable access to the resources they need. Why? Because every New Yorker deserves the same opportunity to be healthy.

Designated as the Social Care Network (SCN) Lead Entity for the Capital Region, Central NY, and North Country under New York’s 1115 Waiver Amendment’s SCN & Health-Related Social Needs (HRSN) Program, we are responsible for ensuring that there is a seamless, consistent end-to-end process for HRSN screening, navigation, and the delivery of HRSN and other services to thousands of Medicaid Members. Transformative in nature, this novel Program will further sustain our mission of advancing health equity within and across historically marginalized communities.

As a 2019-2024 Albany Business Review’s Best Places to Work and a 2021-2024 Modern Healthcare’s Best Places to Work in Health Care award recipient, we strive to maintain a culture wherein high-performing, mission-driven team members collectively work toward better health for all. Dedicated to promoting a culture built upon autonomy, mastery, and purpose, we believe our differences in strengths and perspectives play an integral role in propelling us forward, while our core values ground us, serving as the common thread that unites our team.

Why You Should Join Healthy Alliance

We offer amenities, professional development opportunities, events, and programming that support the interests of our teams while expanding and enriching our culture. Some of the benefits you can expect when you join Healthy Alliance include:

• Competitive compensation package
• Comprehensive insurance benefits available the 1st of the month after hire, including but not limited to medical, dental and vision, group short-term disability and life insurance with buy-up options, flexible spending and HSA company-contributed accounts, and more
• 401K with a company match
• Unlimited paid time off after 90 days of employment
• Company-sponsored training and certification opportunities
• Remote employer with flexible work schedules
• A workplace that values safety, respect, employee engagement, recognition, and diversity
• Salary range: $51,650-$59,397.50 per year, commensurate with experience

Who You Are

The Business Solutions Support Specialist plays a vital role in providing end-user support and ensuring end-user satisfaction through excellent customer service. Collaborating with internal and external stakeholders such as system vendors, the Business Solutions Support Specialist will work to maintain the usability and effectiveness of business solutions.

What You’ll Do

• Serve as the primary point of contact for end-users, providing technical support for business solutions.
• Manage and maintain ticketing systems to track, prioritize, and document user requests and resolutions.
• Ensure all support requests are addressed within defined service-level agreements (SLAs.
• Troubleshoot problems and escalate issues to the appropriate technical teams.
• Work with internal technical teams and vendors to resolve issues.
• Maintain subject matter expertise to enhance support services and ability to identify issues.
• Offer guidance and training to end-users on best practices and advanced features of business solutions.
• Identify support trends and make recommendations to improve system effectiveness and user satisfaction.
• Support the development and maintenance of training documentation and resources.
• Participate in business solution testing.
• Support day-to-day operations through high quality customer service while responding to inquiries.

This job description is not designed to cover or contain a comprehensive listing of task activities and/or duties that are required of the employee for this job. Responsibilities and activities may change at any time with or without notice.

Requirements:

What You’ll Need

Education

• Associate’s degree in a related field required. Equivalent work experience in a related field may be considered in lieu of degree requirements. Continued education certification in a related field a plus.

Professional Work Experience

• 1-3 years of experience in business solutions, systems administration, and/or technical support.
• Experience with business solutions, including but not limited to the following, preferred:
• Customer relationship management (CRM) platforms (Dynamics 365 Sales is a plus)
• Learning Management Systems
• VOIP and Contact Center Systems (Zoom Contact Center is a plus)
• Referral platforms
• Transportation Management Systems (TMS)
• Electronic Health Records/Case Management Systems
• Revenue Cycle Management systems
• Project management tools
• Form builder tools
• E-signature and contracting tools
• Cloud-based vendor licensed products
• Flowchart and diagramming applications (Visio)
• Experience in health care or social care service industries a plus.

Knowledge, Skills, and Abilities

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint).
• Demonstrated ability to manage multiple inquiries seamlessly and proficiency in using systems to document and follow up on user interactions efficiently.
• Strong computer literacy with the ability to quickly learn new products.
• Strong attention to detail.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Excellent time management skills.
• Excellent written and verbal communication skills.
• Demonstrates a strong work ethic and desire to learn.
• Strong adaptability and capacity to work in a fast-paced environment with competing demands, organizational?changes, and new responsibilities.
• Perform all work in accordance with Healthy Alliance’s Core Competencies and Values.

Your next career opportunity is at Healthy Alliance!

This position involves sedentary work that primarily involves sitting/standing, use of typical office equipment such as a computer, laptop, and cell phone. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

Healthy Alliance is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to hr@healthyalliance.org.

Privacy Requirement

This job function involves potential access/interaction with protected health information. Position will be required to abide by company policies and procedures that support federal, state, and local HIPAA regulations. Any violations will be subject to company policy which includes disciplinary actions up to and including separation of employment.

Healthy Alliance is an At-Will Employer.

Job Tags

Remote job, Full time, Temporary work, Work experience placement, Local area, Flexible hours,

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