Application Support Analyst - Inovalon

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.

The Application Support Team (Pharmacy BU) works with Specialty Pharmacies to ensure their everyday business needs are being met by the ScriptMed Product line.  The Application Support Analyst will be responsible for providing in-depth analysis and working closely with other departments to research and resolve issues related to the ScriptMed Product line. Customers report issues using Inovalon’s Help Center and the Application Support Analyst is expected to manage these cases and communicate with customers through to resolution.

Duties and Responsibilities:

• Work directly with customers to understand business need
• Perform all research needed to resolve issues reported by the customer
• Maintain active communication with a customer via Help Center, email or while on customer calls
• Review logs in the application to determine root case of an issue
• Troubleshoot and coordinate with engineering on code changes required due to defects or regulatory changes
• 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
• Other duties/projects as assigned

Job Requirements:

• Experience in a customer service-related role
• Critical thinking skills
• Communication skills. Must be able to give and receive correct information, explain difficult information, and maintain customer service skills
• Ability to work independently & efficiently in a fast-paced, high-volume environment
• Strong problem solving/analytical skills, detail oriented
• Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail
• Organize and manage workload efficiently and prioritize 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

Education:

• High school diploma/GED equivalent 

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for extended periods of time)
• Exerting up to 10 pounds 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 purposes

Inovalon Offers a Competitive Salary and Benefits Package