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To maintain the Quality Assurance software with an emphasis on Carelogic and Salesforce platforms for the agency. Maintain and manage users, roadmaps, release notes, data governance, training, and other system maintenance. Gather requirements and configure changes within the platforms to support relevant new and existing programs, departments, and feature requests.

Obtain feedback to ensure successful launch of new features and effective use existing features. Provide training to new and existing users. Ensure continual improvement and enhancement of the platforms. 

• Maintain all aspects of user and license management including new user setup/deactivation, permissions, and security across systems.
• Construct system configuration changes, including (but not limited to): Flow, assignment rules, approval processes, fields, page layouts, record types, apps, actions, custom settings, mobile administration, dashboards, reports, activities, procedures, modifiers, fee matrices, and payers.
• Maintain development testing environments.
• Support program staff by monitoring department functions and serving as an alternate in various administrative and system tasks, providing support and coverage as needed.
•  Attend relevant program and billing meetings to identify needed system configuration changes and assist in resolving billing issues. 
• Identify unused or underutilized platform features.
• Create a platform roadmap and define priorities, liaising with stakeholders.
• Facilitate the communication of any platform changes to end users and stakeholders.
• Data management to improve data quality, implementing rules and automation as needed.
• Manage proactive system maintenance including security reviews, release updates, community forums, and new feature releases.
• Manage user support tickets.
• Monitor and improve user adoption.
• Create and maintain training materials/SOPs and provide new user and ongoing training.
• Maintain and support integrated applications including (but not limited to): DocuSign, Conga, Survey Monkey, Outlook, Dr. First, etc.
• Comply with all Agency policies, procedures and safety standards throughout work areas and maintain same to meet CARF, HIPAA, Department of Labor and other regulatory standards.
• Other duties may be assigned.

None

• Required to obtain relevant system training(s) and/or certification(s) within 6 months of hire.
• Relevant experience with information systems, computer science, CRM/EHR administration, Salesforce Certifications, or medical coding/billing desirable. 

• Excellent working knowledge of Microsoft Office products.
• Experience with Advisor and OnBase systems preferred.

To perform this job successfully, an individual 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.

Must maintain the ability to pass a criminal background check and random drug screens.

• Customer Service Oriented with a pleasant disposition and relationship-building skills.
• Demonstrate initiative and flexibility with good written and verbal communication skills to provide written documentation (SOPs) and training to end users and key stakeholders.
• Must be able to work independently with little direct supervision as well as have the ability to work cooperatively as a team member.
• Must be able to follow through with projects and assignments in a timely and efficient manner.
• Ability to prioritize and manage multiple tasks simultaneously.
• Uncompromising ethics and integrity.
• Must possess excellent organizational, writing, and reading skills.
• Must be proficient in Salesforce Lightning and/or related CRM/EHR products.
• Must possess a proactive attitude to platform enhancements.
• Designing scalable, best practice solutions.
• Translating requirements into technical solutions.
• Experience in change management and governance.

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. The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job and/or apply for the position, absent undue hardship.

While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hands to finger, handle, or operate objects, tools, or controls; reach with hands and arms; and communicate. The employee is occasionally required to climb or balance; stoop, kneel, or crouch.

Specific vision abilities required by this job include the ability to observe details at close range and distinguish various colors.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.