Business Solutions Support Specialist

Life at Healthy Alliance

At Healthy Alliance our purpose is to improve health and empower the underserved. Every community has its own needs affecting the health of those who live learn work and play within them. Our network brings together organizations big and small to coordinate and collaborate so that all communities have reliable access to the resources they need. Why Because every New Yorker deserves the same opportunity to be healthy.

Designated as the Social Care Network (SCN) Lead Entity for the Capital Region Central NY and North Country under New Yorks 1115 Waiver Amendments SCN & HealthRelated Social Needs (HRSN) Program we are responsible for ensuring that there is a seamless consistent endtoend process for HRSN screening navigation and the delivery of HRSN and other services to thousands of Medicaid Members. Transformative in nature this novel Program will further sustain our mission of advancing health equity within and across historically marginalized communities.

As aAlbany Business Reviews Best Places to Work and aModern Healthcares Best Places to Work in Health Care award recipient we strive to maintain a culture wherein highperforming missiondriven team members collectively work toward better health for all. Dedicated to promoting a culture built upon autonomy mastery and purpose we believe our differences in strengths and perspectives play an integral role in propelling us forward while our core values ground us serving as the common thread that unites our team.

Why You Should Join Healthy Alliance

We offer amenities professional development opportunities events and programming that support the interests of our teams while expanding and enriching our culture. Some of the benefits you can expect when you join Healthy Alliance include:

• Competitive compensation package
• Comprehensive insurance benefits available the 1st of the month after hire including but not limited to medical dental and vision group shortterm disability and life insurance with buyup options flexible spending and HSA companycontributed accounts and more
• 401K with a company match
• Unlimited paid time off after 90 days of employment
• Companysponsored training and certification opportunities
• Remote employer with flexible work schedules
• A workplace that values safety respect employee engagement recognition and diversity
• Salary range: $51650$59397.50 per year commensurate with experience

Who You Are

The Business Solutions Support Specialist plays a vital role in providing enduser support and ensuring enduser satisfaction through excellent customer service. Collaborating with internal and external stakeholders such as system vendors the Business Solutions Support Specialist will work to maintain the usability and effectiveness of business solutions.

What Youll Do

• Serve as the primary point of contact for endusers providing technical support for business solutions.
• Manage and maintain ticketing systems to track prioritize and document user requests and resolutions.
• Ensure all support requests are addressed within defined servicelevel agreements (SLAs.
• Troubleshoot problems and escalate issues to the appropriate technical teams.
• Work with internal technical teams and vendors to resolve issues.
• Maintain subject matter expertise to enhance support services and ability to identify issues.
• Offer guidance and training to endusers on best practices and advanced features of business solutions.
• Identify support trends and make recommendations to improve system effectiveness and user satisfaction.
• Support the development and maintenance of training documentation and resources.
• Participate in business solution testing.
• Support daytoday operations through high quality customer service while responding to inquiries.

This job description is not designed to cover or contain a comprehensive listing of task activities and/or duties that are required of the employee for this job. Responsibilities and activities may change at any time with or without notice.

What Youll Need

Education

• Associates degree in a related field required. Equivalent work experience in a related field may be considered in lieu of degree requirements. Continued education certification in a related field a plus.

Professional Work Experience

• 13 years of experience in business solutions systems administration and/or technical support.
• Experience with business solutions including but not limited to the following preferred:
• Customer relationship management (CRM) platforms (Dynamics 365 Sales is a plus)
• Learning Management Systems
• VOIP and Contact Center Systems (Zoom Contact Center is a plus)
• Referral platforms
• Transportation Management Systems (TMS)
• Electronic Health Records/Case Management Systems
• Revenue Cycle Management systems
• Project management tools
• Form builder tools
• Esignature and contracting tools
• Cloudbased vendor licensed products
• Flowchart and diagramming applications (Visio)
• Experience in health care or social care service industries a plus.

Knowledge Skills and Abilities

• Proficient in Microsoft Office (Word Excel PowerPoint Outlook SharePoint).
• Demonstrated ability to manage multiple inquiries seamlessly and proficiency in using systems to document and follow up on user interactions efficiently.
• Strong computer literacy with the ability to quickly learn new products.
• Strong attention to detail.
• Excellent interpersonal and customer service skills.
• Strong analytical and problemsolving skills.
• Excellent time management skills.
• Excellent written and verbal communication skills.
• Demonstrates a strong work ethic and desire to learn.
• Strong adaptability and capacity to work in a fastpaced environment with competing demands organizationalchanges and new responsibilities.
• Perform all work in accordance with Healthy Alliances Core Competencies and Values.

Your next career opportunity is at Healthy Alliance!

This position involves sedentary work that primarily involves sitting/standing use of typical office equipment such as a computer laptop and cell phone. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

Healthy Alliance is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances. We adhere to these principles in all aspects of employment including recruitment hiring training compensation promotion benefits social and recreational programs and discipline. If you require reasonable accommodation in completing this application interviewing completing any preemployment testing or otherwise participating in the employee selection process please direct your inquiries to

Privacy Requirement

This job function involves potential access/interaction with protected health information. Position will be required to abide by company policies and procedures that support federal state and local HIPAA regulations. Any violations will be subject to company policy which includes disciplinary actions up to and including separation of employment.

Healthy Alliance is an AtWill Employer.