Tapestry Managed Care Analyst - Software Guidance & Assistance

Software Guidance & Assistance, Inc., (SGA), is searching for a Tapestry Managed Care Analyst for a Contract assignment with one of our premier Healthcare clients in Los Angeles, CA . (100% Remote)

Responsibilities :
Under the direction of an Application Manager, the Application Analyst performs troubleshooting, maintenance, and optimization of existing software applications. They design, build, test, and support new applications and modules within their portfolio and/or service line. The Analyst must achieve in-depth knowledge of the software application and operational workflows, as well as understand the policies, procedures and constraints of the clinical or business operation supported by the application. The Analyst works with business owners, vendors, and other ISS team members to evaluate and recommend solutions to complex problems and requests.

• Respond and address to Incidents and Service Requests in a timely manner. Provide prompt, 'warm' handoffs when tickets need re-assigning. Keep Service Now workqueues up to date and accurate.
• Meet department Service Level Agreements (SLA) for ticket resolution, and escalate to management as soon as possible if an issue is at risk for not meeting the SLA.
• Troubleshoot issues within your applications/service line, working with individuals from other teams, the end users, and vendors as needed to find the best solution in a timely manner.
• Achieve in-depth knowledge of one or more pieces of functionality, and serve as the Subject Matter Expert for one or more departments, specialties, or workflows.
• Recognize, evaluate, and escalate problems discovered for any ISS systems impacting business operations to appropriate management or goverance groups.
• Proactively identify potential issues and escalate as needed.
• Report gaps in available features to the vendor. Track and follow up on any issues escalated to the vendor.
• Synthesize operational and technical feedback from Clinical and Business process champions and SMEs.
• When investigating a complex problem, uses detailed analysis to identify the root cause and recommend the best solution to address the problem.
• Provide after hours on call support according to a shared on call schedule.
• Follow department change control policies and procedures for all break/fix tickets. Provide thorough documentation for any system changes, and ensure all relevent parties are informed of changes in advance of the changes moving to Production.
• Ensure thourogh testing is done in advance of any system changes moving into the Production system.
• Assist in the development of user training aids and may train end users in workflow and use of the application when necessary.
• Complete assigned project deliverables accurately and on time. Keep project and Service Request documentation up to date in Service Now.
• Collect information and prepare specifications of potential system enhancement needs.
• Lead cross-functional workgroups, such as the Customer Relationship Management (CRM) Workgroup
• Represent Tapestry and participate regularly in cross-functional workgroups such as the Referral Optimization Committee (ROC) and HealthLink Workgroup
• Serve as Tapestry's Data Courier representative

Required Skills:

• Demonstrate proficiency with information systems technology, which also includes Microsoft Office Suite, email, intranet, internet, and other systems.
• Demonstrated skill in system workflow and business process flow analysis and design.
• Bachelor's Degree in health care information technology, computer science, or related area, and/or equivalent combination of experience/training.
• Three years of experience in a healthcare related organization.
• Must have or acquire certifications required to support the applications. If Analyst does not yet hold needed certifications, they will be required to travel to Wisconsin and attend Epic Certification training sessions. Analyst required to achieve certification within three months of the last class and three exam attempts.
• Broad and/or in-depth knowledge of multiple areas of focus in application specialty areas. Knowledge of systems and functions, including design, development, implementation, user support and training, maintenance, quality assurance, and system testing and evaluation.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com/ .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.