Application Support Analyst

Reference #: 5889351003

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare's greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.Overview: The Application Support Analyst (Pharmacy BU) will be responsible for providing in-depth analysis and working closely with many other departments to research and resolve issues related to the ScriptMed Product line. This research is a result of direct contact with the customer liaisons and results in ServiceNow cases, where this role is expected to manage progress through resolution and document customer communication throughout the life cycle of a reported issue.

The Application Support Team (Pharmacy BU) works with Specialty Pharmacies to ensure their everyday business needs are being met by the ScriptMed Product line. This team is a small, motivated team who excels at problem solving, trouble shooting and customer engagement.

Duties and Responsibilities:

Work directly with customers to understand business need

Work with Technical Services and Engineering to research and implement software updates

Troubleshoot and coordinate with Engineering on code changes required due to defects or regulatory changes

Supporting customers as they work 'real time' in the system

Perform all research needed to resolve issues reported by the customer

Review logs in the application to determine root case of an issue

Maintain active communication with a customer via ServiceNow, email or while on customer calls

Other duties/projects as assigned

Provide after hours on-call Support - Part of rotation that supports customers during non-business hours

Maintain compliance with Inovalon's policies, procedures, and mission statement

Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position

Fulfill those responsibilities and/or duties that may be provided by Inovalon for the purpose of achieving operational and financial success of the Employer

Job Requirements:

Experience in a customer service-related role with high volume of transactions

Critical thinking skills

Communication skills are essential. Must be able to give and receive correct information, explain difficult information, and maintain a customer service attitude to all levels of users

The ability to work efficiently in a fast-paced, high-volume environment

Customer service skills such as phone skills, customer relationship management, multi-tasking etc.

Strong problem solving/analytical skills, detail oriented

Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail

Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision

Strong interpersonal skills, including customer relationship skills in conjunction with the ability to work well in a team environment as well as to work independently and assume responsibility

Strong organization skills and an ability to multitask to meet multiple deadlines in brief time frames

Education:

Bachelor's degree or equivalent work experience required.

Physical Demands and Work Environment:

Sedentary work (i.e., sitting for extended periods of time)

Exerting up to 10 po nds of force occasionally and/or negligible amount of force

Frequently or constantly to lift, carry push, pull, or otherwise move objects and repetitive motions

Subject to inside environmental conditions

Travel for this position will include less than 5% locally, usually for training purposesThe actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Base Compensation Range

$49,723-$65,000 USDStudies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. Inovalon is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.

By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.

To review the legal requirements, including all labor law posters, please visit thisInovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.