Application Support Analyst (Permanent Remote, US)

Join our dynamic team as an Application Support Analyst, where you’ll be the go-to expert in delivering top-notch technical assistance to both internal and external Aledade app users. As the first point of contact, you’ll play a crucial role in providing timely and effective support through chat, expertly triaging incoming tickets, and troubleshooting issues using established solutions. Your problem-solving skills and customer-focused approach will ensure users have a seamless experience, helping to drive the success of our platform. If you thrive in a fast-paced environment and enjoy making an impact through technical support, this role is for you!

We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home within the US or be based from Bethesda, MD office.

• Assist users via chat to solve technical problems with predefined steps
• Triage incomplete tickets
• Perform troubleshooting technical issues received via tickets with predefined steps as set forth for the analyst support group, such as App Access, Practice Location, Providers, Users, Patient Merges, Telehealth, etc.
• Execute sub-tasks of projects that are a part of the Practice Success workstream while receiving supervision from a senior member of the team

• Minimum of one year’s experience in troubleshooting Application issues in healthcare settings
• Demonstrate basic competency in HL7 SIU and/or  ADT, HIPAA X12 837, and CCDA (understand what they are used for and transmission method)
• Demonstrate ability in navigating AWS S3 folders
• Demonstrate basic analytical thinking, problem solving, and customer service skills (professional verbal and written communication skills (clear and concise), active listening, patience, positive language usage, handle complaints professionally, empathy).
• Demonstrate characteristics of a team player.
• Demonstrate ability to accept constructive feedback and adapt to a change that lead to positive self-improvements
• Associate Degree

• Ability to read/write simple SQL statements or run SQL statements written by other team members

Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 Paid Volunteer Days & 11 paid holidays

12 weeks paid Parental Leave for all new parents

6 weeks paid sabbatical after 6 years of service

Educational Assistant Program & Clinical Employee Reimbursement Program

401(K) with up to 4% match

Stock options

And much more!

At Aledade, we don’t just accept differences, we celebrate them!   We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

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