Application Support Associate
Who We Are:
TurningPoint Healthcare Solutions is a leader in advanced clinical and technology-enabled complex condition management. TurningPoint provides an innovative suite of specialty care management services and technologies that enable health plans and employers to improve the safety, quality, and affordability of healthcare. Through its platform and specialized team of clinical experts, TurningPoint works collaboratively with providers to deliver optimal care. TurningPoint offers condition-specific, quality-driven, value-based care management services that optimize care from diagnosis and discovery through recovery. TurningPointâs comprehensive and integrated suite of services enhances the support individuals need, at the time they need it most. Since launching in 2015, TurningPoint has provided support to more than 50 million people nationwide across numerous clinical specialties including musculoskeletal, pain management, cardiology, wound care, ear/nose/throat, and sleep. TurningPointâs model moves beyond denial-based care to holistic condition management that improves outcomes and reduces cost. TurningPoint is an independent organization, not owned or affiliated with a health plan or provider system.
Position Summary:
The Applications Support Associate coordinates issues that are identified and reported to the Tech ops team for operational facing applications such as: CRM, Data, MDNAV and Portal
This role will focus on troubleshooting and triaging the requests and items to the technical staff assigned to resolve issues related to these applications and ensuring that efficient resolution or escalation is completed.
Roles and Responsibilities:
- Triaging Zendesk tickets, emails or any other reported errors and issues
- Investigating and Troubleshooting reported issues
- Documenting errors, root cause, severity and level of business impact
- Issue solution and/or escalating the issue to the correct IT department for efficient resolutions
- Communications with the submitters, clients, end users and product owners
- Assist with Portal Registration
- 1â3 years of experience with CRM, Data Input, MDNAV or Portal.
- Basic understanding of CRM, Operational processes
- Experience troubleshooting issues, performing minor updates and executing workflows
- Familiarity with COR, Clinical or Operational processes and Workflows
- Ability to work independently and use critical thinking skills to resolve issues
- Strong problem-solving skills
- Excellent verbal and written communication skills