Epic Professional Billing Support Analyst
Talent Groups ·www.talentgroups.com
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Duration: 6 months to start (with potential for conversion)
Job Description
Skills & Competencies:
Quality Decision Making
Required
Job Description
- As the Senior Analyst, Support Services, you provide professional phone, email, and chat support to customers, addressing questions or issues related to application software, technical problems, and information technology.
- Your primary responsibility will be to provide quality and timely resolutions to customer questions or problems or to escalate them on behalf of the customer to appropriate personnel.
- Additionally, you will keep customers and management, as needed, informed on case status updates and support and maintain effective relationships with users.
- Thoroughly document all customer issues in the issue tracking system(s) to ensure product and service reliability.
- Use and contribute to the development of an internal support knowledge base.
- Answer, evaluate, and prioritize incoming application and technical requests from both internal and external customers.
- Troubleshoot, identify, and resolve support problems including application software, technical and internet connectivity problems (e.g., Citrix and device connectivity).
- Track and monitor issues to ensure a timely resolution, adhering to department and SLA/SLO guidelines for escalating product support issues.
- Provide guidance to others on effective troubleshooting methods.
- Assist junior staff with complex support tasks requiring advanced knowledge, as directed by your department leaders; assist with the training of new hires as needed.
- Serve as the liaison between the clinic/department/customer and IT and/or Epic application teams, coordinating with higher-tier resources as needed.
- Identify, resolve, and/or communicate customer needs related to break/bug fixes, maintenance changes, enhancement/customization requests, training needs, optimization, reporting, and other items as directed by your department leaders.
- Collaborate with end-users and team members to maximize the efficiency of Acumen applications and upgrades. Test and troubleshoot existing and proposed applications.
- Assist customers with workflow-related training and creating basic custom reports.
- Document end user issues and recommend steps to prevent recurrences.
- Follow existing workflow documentation or tip sheets suggesting updates or revisions as needed.
- Manage support desk tickets, phone calls, emails, chats, and any other channels for addressing customer issues efficiently (internal and external).
- Assist with various projects assigned by your department leadership.
- Perform other duties as assigned.
- Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
Skills & Competencies:
Quality Decision Making
- Effective troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong phone presence, delivering clear, courteous, and effective communication with customers and colleagues.
- Strong interpersonal skills with a professional demeanor, fostering positive team collaboration and rapport.
- Contribute to the ongoing development and expansion of the internal product knowledge base.
- Exceptional ability to quickly learn, retain, recall, and apply complex information.
- Ability to adapt to rapidly changing technologies and processes.
- Strong technical aptitude with a keen attention to detail.
- Detail oriented, organized, and capable of multitasking with a focus on accuracy.
- Capacity to work independently with minimal supervision.
- Ability to remain calm, patient, and focused in high-pressure or fast-paced environments, effectively managing competing priorities and navigating through challenging situations.
- Dynamic work environment that is intellectually challenging and requires adaptability to changing priorities
Required
- High School Diploma
- 3 – 5 years’ related experience.
- Experience in application software support.
- Strong critical thinking skills, including the ability to assess issues, identify root cause, and determine next steps
- Experience with Electronic Health/Medical Record and/or Practice Management Systems.
- Basic hardware, device connectivity, and networking skills.
- Experience with Microsoft Office, all current web browsers, and Windows.
- Proficient in interpreting and comprehending technical documentation
- Proficient in web-based technical troubleshooting, including clearing cache and cookies and adjusting web browser settings
- Epic application experience
- Experience with or understanding of AD Manager
- Experience with hospital, clinical healthcare applications.
- Knowledge of the current version of Mac iOS.
- Healthcare experience related to clinical physician office operations.
- Experience with remote access connections.
- Previous application support/helpdesk experience.
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Frequently asked questions
Who is hiring for the Epic Professional Billing Support Analyst role?
Talent Groups is hiring for the Epic Professional Billing Support Analyst position, a Shazamme client. Apply directly on the employer's career site.
Where is the Epic Professional Billing Support Analyst job located?
The Epic Professional Billing Support Analyst role with Talent Groups is based in Boston, MA, US. The role is onsite-friendly.
Is the Epic Professional Billing Support Analyst role remote?
Yes — the Epic Professional Billing Support Analyst position at Talent Groups is onsite. Candidates based in US are preferred.
What does the Epic Professional Billing Support Analyst role pay?
Talent Groups lists the Epic Professional Billing Support Analyst role at USD 40–45 per hour.
Is the Epic Professional Billing Support Analyst role full-time or contract?
This is a full time position at Talent Groups.
What experience level is the Epic Professional Billing Support Analyst role?
The Epic Professional Billing Support Analyst position is aimed at mid-level candidates.
How do I apply for the Epic Professional Billing Support Analyst role at Talent Groups?
Apply directly on Talent Groups's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.