Help Desk/Support Analyst
Help Desk/Support Analyst
Posted on :
09-08-2025
Employer Active
1 Vacancy
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Job Description
Position Title: Operations Analyst Tier 1
Reports Directly To: Director of Support Operations
Location: Columbia MD
Hours Per Week: Full-Time
Risk Designation: Medium
Job Summary
CRISP Shared Services (CSS) serves as the technology partner for health information exchange (HIE) affiliates in Maryland DC West Virginia Connecticut Alaska Virginia and other jurisdictions. CSS facilitates the electronic transfer of clinical information between disparate information systems in order to positively impact the healthcare system through improved patient care and outcomes reduced costs and data-driven understanding of regional public health concerns.
The primary function of the Operations Analyst is to provide Tier 1 support to all CRISP participants and interested applicants. The Operations Analyst will work within the call center and CRM software to resolve issues related to user access portal navigation onboarding and general inquiries.
Essential Duties and Responsibilities
Include the following. Other duties may be assigned.
-HIE Operations
-Assist CRISP participants with user access portal navigation and other HIE inquiries.
-Assist interested applicants with organizational and individual onboarding.
-Become knowledgeable about credentialing requirements in order to educate current/future users and troubleshoot registration issues.
-Serve as initial liaison between HIE and a variety of healthcare organizations to assess needs and route to appropriate department.
-Maintain and update participant accounts in CRM software to include activity history contact information and membership status.
-Coordinate with Operations Manager to implement customer support campaigns.
-Create CRM reports to identify participant status and utilization metrics.
-Reviewing and regularly updating operational standard procedures and user training tools.
-Analyzing common trends/problems and solving tier one technical issues.
-Responsible for communicating and owning design flaws that are escalated to internal/external engineers.
-Recommends software/hardware changes to support existing platform.
-Fulfill patient opt out requests and address general patient inquiries regarding the HIE.
-Provide support to Operations Manager and Outreach Team.
Qualifications
To perform this job successfully the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-Strong organizational and interpersonal skills with all levels in the organization.
-Possession and demonstration of high energy flexibility creativity and good judgment.
-Skilled and knowledgeable in relationship management and communication.
-Ability to communicate effectively both verbal and written.
-Logical thinker with good analytical and problems solving skills.
-Ability to manage multiple tasks and meet deadlines.
-Familiarity with Maryland healthcare industry preferred.
Experience and/or Education Requirements
-Bachelors degree in health sciences information systems or other related field.
-Proficient communication skills.
-Experience with Microsoft Office especially Excel.
-Experience supporting a technology company with tier 1 level support is preferred.
-2 years of experience or equivalent.
CRISP Shared Services Inc. and Dynamed Solutions LLC are equal opportunity employers. This means that CRISP Shared Services Inc. and Dynamed Solutions LLC are dedicated to providing equal employment opportunities to all employees and applicants for employment without regard to race color religion sex sexual orientation gender identity national origin ancestry age marital status genetic information disability military or veteran status or any other status protected by federal state or local law. We celebrate diversity and are committed to creating an inclusive environment for all team members.
Reports Directly To: Director of Support Operations
Location: Columbia MD
Hours Per Week: Full-Time
Risk Designation: Medium
Job Summary
CRISP Shared Services (CSS) serves as the technology partner for health information exchange (HIE) affiliates in Maryland DC West Virginia Connecticut Alaska Virginia and other jurisdictions. CSS facilitates the electronic transfer of clinical information between disparate information systems in order to positively impact the healthcare system through improved patient care and outcomes reduced costs and data-driven understanding of regional public health concerns.
The primary function of the Operations Analyst is to provide Tier 1 support to all CRISP participants and interested applicants. The Operations Analyst will work within the call center and CRM software to resolve issues related to user access portal navigation onboarding and general inquiries.
Essential Duties and Responsibilities
Include the following. Other duties may be assigned.
-HIE Operations
-Assist CRISP participants with user access portal navigation and other HIE inquiries.
-Assist interested applicants with organizational and individual onboarding.
-Become knowledgeable about credentialing requirements in order to educate current/future users and troubleshoot registration issues.
-Serve as initial liaison between HIE and a variety of healthcare organizations to assess needs and route to appropriate department.
-Maintain and update participant accounts in CRM software to include activity history contact information and membership status.
-Coordinate with Operations Manager to implement customer support campaigns.
-Create CRM reports to identify participant status and utilization metrics.
-Reviewing and regularly updating operational standard procedures and user training tools.
-Analyzing common trends/problems and solving tier one technical issues.
-Responsible for communicating and owning design flaws that are escalated to internal/external engineers.
-Recommends software/hardware changes to support existing platform.
-Fulfill patient opt out requests and address general patient inquiries regarding the HIE.
-Provide support to Operations Manager and Outreach Team.
Qualifications
To perform this job successfully the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-Strong organizational and interpersonal skills with all levels in the organization.
-Possession and demonstration of high energy flexibility creativity and good judgment.
-Skilled and knowledgeable in relationship management and communication.
-Ability to communicate effectively both verbal and written.
-Logical thinker with good analytical and problems solving skills.
-Ability to manage multiple tasks and meet deadlines.
-Familiarity with Maryland healthcare industry preferred.
Experience and/or Education Requirements
-Bachelors degree in health sciences information systems or other related field.
-Proficient communication skills.
-Experience with Microsoft Office especially Excel.
-Experience supporting a technology company with tier 1 level support is preferred.
-2 years of experience or equivalent.
CRISP Shared Services Inc. and Dynamed Solutions LLC are equal opportunity employers. This means that CRISP Shared Services Inc. and Dynamed Solutions LLC are dedicated to providing equal employment opportunities to all employees and applicants for employment without regard to race color religion sex sexual orientation gender identity national origin ancestry age marital status genetic information disability military or veteran status or any other status protected by federal state or local law. We celebrate diversity and are committed to creating an inclusive environment for all team members.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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