Note: The job is a remote job and is open to candidates in USA. 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
Benefits
- Remote work arrangement
Company Overview
Company H1B Sponsorship