Field Operations Support Specialist

Job Description

Advance Possibility.

Join Episource, a leading provider of risk-adjustment services, software, and solutions for health plans and medical groups.

As a member of Episource's technology team, we empower you to create your career. We invest in our people, inviting you to grow and elevate your skill set. As an owner of your career path, a desire for innovation and evolution will launch you to success throughout your tenure at Episource.

Job Summary:

The Field Operations Support Specialist is responsible for providing fast and useful technical support. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Field Operations Support Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient in order to be able to deal with the issues efficiently and professionally.

Essential Duties & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Serve as the first point of contact for those in the division seeking technical assistance

Monitor and respond quickly to incoming requests related to technology issues

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issues raised

Walk the end user through the problem-solving process

Direct unresolved issues to the next level of support personnel

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions by end users to the appropriate internal team

Assist with onboarding of new users

Keep inventory of all equipment, software, and license users

Understand and have the ability to install, make changes, and repair computer hardware and software

Identify and suggest possible improvements in procedures

Requires an individual to maintain the ability to work in an environment with PHI / PII data

May be assigned other duties.

Must maintain compliance with all company policies and procedures.

Additional Responsibilities:

Must be able to work under pressure and meet deadlines, while maintaining a positive attitude

Ability to work independently and in teams to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Maintains consistent communication with internal and external collaborators on job functions

Qualifications / Requirements:

An Associate's degree in computer science or related field

Proven experience as a help desk technician or other customer support role

Tech-savvy with working knowledge of office automation products, databases, and remote control

Hands-on experience with diagnosing and resolving basic technical issues

Excellent computer skills and proficiency in Operating Systems, Hardware, and Software such as MS Office and G-suite

CompTIA A+ Certification, preferred

Good problem-solving, analytical, and team-working skills

An openness to learning new technologies

Keen attention to detail, memory of patterns, and interest in problem-solving

Very high attention to detail, including accuracy and efficiency

Demonstrate strong interpersonal skills such as diplomacy, patience, and politeness

Emulate the style, philosophy, and persona of the organization with a positive and professional approach

Change direction and re-prioritize in response to changing work situations

Establish and maintain cooperative and effective working relationships with others

Prioritize conflicting needs; handle tasks and requests expeditiously and proactively

Excellent time-management skills, including ability to balance multiple (and sometimes competing) priorities

Ability to maintain strict confidentiality

Availability to work Monday through Friday 8.00 am to 5.00 pm

May require weekend work

Reliable and Secure Internet (minimum: 50 download, 5 upload)

Physical Requirements:

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting productivity standards.

Must be able to lift and carry up to 30 lbs.

Must be able to talk, listen, speak and view regularly

Working Conditions:

Working conditions are normal for an office environment.

Requires prolonged sitting, some standing, some bending, stooping and stretching, requires eye-hand coordination and manual dexterity sufficient to operate a computer keyboard, photocopier, telephone, and other office equipment.

Work may require occasional weekend and/or evening work.

Here is how you will benefit as a valued member of our Expert Teams at Episource.

Remote culture with company equipment, virtual access, and monthly internet allowance
Self-managed Flexible Time Off / Paid Time Off + eight paid holidays per year
Parental Leave
Wellness Programs (EAP, Calm App)
401(k) with company match
Career Development: Tuition reimbursement, certifications, and seminars
Health, Vision, Dental, Voluntary Life, and AD&D Insurance
Health Savings Account / Flexible Savings Account

EPIC Core Values:

E ntrepreneurial,

P ositive,

I ntegrity,

C ustomer-focused
The embodiment of our EPIC Core Values defines our team member experience. We are proud to demonstrate and celebrate these values daily, and we showcase these to one another, our candidates and applicants, and our esteemed clients.

Expert Teams. Ingenious Technologies.
Our journey started in 2006 with medical billing and coding services for physicians, then pivoted to HCC coding for payers. We've grown by learning and listening to clients. Our entrepreneurial mindset drives innovation and collaboration and aims to provide exceptional service experiences. Fifteen years later, we are a platform company delivering insights and interventions using superior technology workflows and people.

Salary Range (or rate):

$19.00-$24.00hour
Pay is based on several factors, including but not limited to education, work experience, certifications, location, and other relevant factors. This is Episource's good faith and reasonable estimate of the compensation range for this position as of the time of posting.

Diversity creates a healthier atmosphere: Episource is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Episource is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.