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Practice Support Analyst - Application Support, Remote

1 month ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
AWS HIPAA SQL
Apply Now
Aledade

Aledade

Aledade collaborates with independent practices, health centers, and clinics to establish and manage Accountable Care Organizations (ACOs) that prioritize primary care, enabling physicians to enhance patient care while maintaining their independence in...

Health Care Providers & Services
1K-5K
Founded 2014
$686M raised
View All Jobs 13

Description

  • Provide frontline user support via chat to resolve technical issues with the Aledade App using predefined troubleshooting steps.
  • Triage incomplete or new support tickets and prioritize them for resolution or escalation.
  • Troubleshoot application issues related to App access, practice locations, providers, users, patient merges, and telehealth following established procedures.
  • Execute sub-tasks for projects within the Practice Success workstream under supervision from senior team members.
  • Document ticket actions, outcomes, and next steps according to team processes (triage and follow-up).
  • Collaborate with other team members to escalate complex issues and contribute to continuous improvement of support processes.
  • Work scheduled west coast hours (9am–5pm PT) to ensure coverage and timely user support.

Requirements

  • Minimum of 2 years’ experience troubleshooting application issues in healthcare settings.
  • Associate degree.
  • Basic competency/understanding of HL7 SIU and/or ADT, HIPAA X12 837, and CCDA, including their uses and transmission methods.
  • Ability to navigate AWS S3 folders.
  • Demonstrated customer service skills including professional verbal and written communication, active listening, patience, positive language, handling complaints professionally, and empathy.
  • Demonstrated basic analytical thinking and problem-solving ability.
  • Ability to work as a team player and accept constructive feedback, adapting to change for self-improvement.
  • Ability to work west coast hours (9am–5pm PT) and sit for prolonged periods with extensive computer/keyboard use.
  • Preferred: ability to read/write simple SQL statements or run SQL provided by other team members.
  • Physical ability to perform occasional walking and lifting as required.

Benefits

  • Flexible work schedules and remote-first options (role is remote).
  • Health, dental, and vision insurance paid up to 80% for employees, dependents, and domestic partners.
  • Robust time-off plan: 21 days of PTO in the first year, plus 11 paid holidays and two paid volunteer days.
  • 12 weeks paid parental leave for all new parents.
  • Six weeks paid sabbatical after six years of service.
  • Educational Assistant Program and Clinical Employee Reimbursement Program.
  • 401(k) with up to 4% employer match.
  • Stock options

Interested in this position?

Apply directly on the company website

Apply Now

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