Systems Support Specialist — Woodbury, NY

This position involves day-to-day responsibilities that require independent judgment and discretion, contributing to the department’s ongoing success in ensuring that the agency management system is being used correctly, and to its fullest potential to allow our service staff to complete their jobs efficiently.

Essential Functions & Basic Duties

• Ensure that new and existing employees are adequately trained in the systems and procedures
• Maintain the configuration of EPIC—including form letters, proposals, activities and custom forms—in order to make it easier for our staff to use the system
• Utilize knowledge of the system and insurance background to write, review and revise optimal workflows used by the service staff
• Maintain procedure and training manuals
• Perform and follow up on system quality audits including identifying employees or procedures that require additional focus; or correcting the system
• Provide assistance and resolution to staff members with the most complex system issues that arise on a day-to-day basis.
• Coordinate the Epic super user group, including running regular meetings in order to facilitate communication regarding EPIC issues.
• Deliver solutions to problems for our employees and clients by developing processes within existing systems, vetting new systems, and developing workflows using no-code tools.
• Become an expert in our various key technologies (Agency Management System, Salesforce, Box, Office, etc.) in order to be able to advise on the best use of technology.
• Perform and follow up on system quality audits including identifying employees or procedures that require additional focus; or correcting the system.
• Assist in maintaining procedure and training manuals, and supporting them with training materials.
• Hold employee training sessions as needed to support new processes and technologies.
• Evaluate new features added to Epic to determine if they can help the agency operate more efficiently.
• Lead and handle data projects involving the migration or clean-up of system data.
• Assign and monitor seasonal data clean-up projects handled by interns.
  
  

Supervisory Duties

• Not applicable for this role.
  
  

Knowledge, Skills, & Ability

• Skilled user of EPIC and/or TAM (Applied system)
• Deep understanding of insurance workflows
• Ability to present and teach new ideas to small room of people
• Excellent oral and written communication skills, inter-personal and presentation skills and organizational skills
• Quick learner that can pick up new concepts on their own
• Proficient in MS Office
  
  

Education And/or Experience

• Bachelor’s Degree combined with a minimum of 5 years agency management experience.
• Seven years of experience with an agency management system including experience configuring the system, training other users and/or handling a book of business.