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 SummaryThe 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 & ResponsibilitiesReasonable 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 ResponsibilitiesMust 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 / RequirementsAn 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 RequirementsAbility 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
<5% of domestic and/ or international travel to customer sites/plants, etc.
Working ConditionsWorking 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: Entrepreneurial, Positive, Integrity, Customer-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.