Production Support Analyst

Location: Remote-US, California US

Notice

This position is no longer open.

Job Number: 4788

Workplace Type: Fully Remote

Position Title: Production Support Analyst

External Description:

Alignment Healthcare is a consumer-centric platform delivering customized health care in the United States to seniors and those who need it most, the chronically ill and frail, through its Medicare Advantage plans. Alignment Healthcare provides partners and patients with customized care and service where they need it and when they need it, including clinical coordination, risk management and technology facilitation. Alignment Healthcare offers health plan options through Alignment Health Plan, and also partners with select health plans to help deliver better benefits at lower costs.

By becoming a part of the Alignment Healthcare team, you will provide Medicare enrolled consumers the quality of care they truly need and deserve. We believe that great work comes from people who are inspired to be their best. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment community.

Position Summary:

We are seeking to add a production support analyst with a high level of experience, and who have shown an extreme ability to learn advanced technologies. The products and services that we develop will enable next generation care delivery models for seniors. We are looking for talented production support analysts to execute amazing web & mobile app experiences for our users. The ideal candidate will enjoy working alongside other call center agents, engineers, data scientists, designers, users, and clinicians, collaborating on the various layers of our Alignment Data & Technology platform.

General Duties/Responsibilities (May include but are not limited to):

Primary Contact

  • Serve as a primary contact that the client can call to obtain a status update or escalate an issue
  • Schedule support meetings with allocated clients
  • Identify and Create Release Requests for allocated client where needed

Problem Analysis and Resolution

  • Willingness and ability to learn quickly the Alignment Healthcare products and to be able to logically resolve reported problems
  • To analyze and resolve problems according to priorities and time frames laid out in the Service Level Agreements, escalating where necessary
  • Apply training and logic to assist clients in troubleshooting and problem resolution
  • Exercise judgement in prioritizing problems and escalating issues where necessary
  • Utilize Issue Tracking system to gather information, log problems, analyze results, track issues and resolutions
  • Work closely with development teams on all aspects of our software that pertains to the product development. This includes priorities, enhancements, schedules and known projects

Problem Prevention

  • Fix causes, not just symptoms and doing what is necessary to prevent problems from recurring
  • Proactively investigate and implement ways of reducing new issues

Issue Management

  • Follow HIPAA security standards set by Alignment Healthcare when interacting with member data
  • Actively monitor multiple support channels and engage the client in a timely & professional manner

Documentation

  • Maintain and update the client environment information
  • Summarize resolution for each client issue

 

Supervisory Requirements:

None

Minimum Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

·         Minimum Experience:

o    Minimum 2 years of working experience in on-site or remote second level Application Support, Master’s Degree may count as some experience

o    Knowledge of HTML, Windows, SQL, XML, RDBMS and JDBC

o    Knowledge of JavaScript or other programming languages

·         Education/Licensure:

o    Bachelor’s Degree in Information Technology, Computer Science, Software Engineering or equivalent degree and/or equivalent work experience

 

·         Other:

o    Excellent English verbal and written communication skills

o    Healthcare Industry experience, nice to have

o    Understand HIPAA compliance regulations

o    Excellent time management and organizational skills

o    Ability to work on multiple tasks simultaneously and meet deadlines while providing quality results

 

·         Work Environment:

    • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran.

If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please contact [email protected].

City: Remote-US

State: California

Location City: Remote-US

Location State: California

Community / Marketing Title: Production Support Analyst

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].