Virtual Help Desk Jobs in Oregon (NOW HIRING)

MAKE A DIFFERENCE AT OCHIN

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, providing the clinical insights and tailored technologies needed to expand patient access, grow and connect care teams, and improve the health of rural and underserved communities.

We are hiring for a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees' entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview

The Supervisor PB/PB Claims leads, trains, and motivates PB maintenance analyst team that supports our ambulatory members to achieve positive outcomes and continuously add value to our collaborative. This work entails managing projects, prioritization, providing regular feedback and performance management, individual development and training, taking the lead on communicating and mitigating issues and risks, measuring and ensuring high quality service. The Supervisor will continually assess and make improvements to the system and processes to improve efficiency while judiciously managing the resources of OCHIN and our Members (Service Areas) to continually improve the quality of processes, internal operations, and outcomes to our members.

Essential Duties

• Team Development: Leading, motivating, developing skills and measuring to positive outcomes for a team of Epic analysts, meeting both organizational and member needs
• Manage Member Relationships & Support: support Manager and Team in developing effective workflows, solving and mitigating complex issues and maintaining valuable relationships
• Nurture Partner Learning: Collaborating with organization leadership to ensure timelines and deliverables are realistic and actionable, plan effective learning deliverables for annual forums and applicable conferences
• Ensuring that new staff are on-boarded in a methodical, measured manner that prepares them for success
• Tracking and measuring team, project, and individual performance goals
• Working with team to identify potential process improvements
• Reviewing, defining and supporting improvements efforts
• Assist manager with maintaining regular responsiveness on tickets, working with manager on any staff that require coaching beyond standard
• Assist Manager with strategizing around go-live and coverage support for new installing sites and legacy expansions
• Develop new features and workflows for new features; make design decisions
• Resolve advanced and complex integration JIRA and Help-Desk tickets
• Collaborate with the Help Desk/Product teams as applicable
• Ensure timelines and deliverables are realistic and actionable for both install projects and other custom work
• Work with the team to identify potential process improvements
• Be the first escalation point for Members when they have issues
• Adhere to and hold team accountable to all OCHIN policies, including go-live support, Tempo time tracking, Critical Incident reporting, and JIRA SLAs and SLEs
• Develop and evolve effective resource planning processes to ensure proactive staffing of incoming and prioritized work
• Maintaining and reinforcing communication and linkages between the Epic Revenue Cycle Team and other relevant OCHIN Departments
• Reviewing ticket metrics and ensure team is delivering on SLAs and staying current with assignments
• Intervene and resolve escalations with members as needed
• Perform routine build and configuration in Epic and related products.
• Operate within the Member Care Team framework, being a key contributor to the overall goals of the team support model.
• Lead working sessions with OCHIN members to resolve advanced and complex integration work orders and support issues.
• Discuss and provide workflow solutions and ensure understanding of the system through hands on training.
• Document build specifications, team processes and complex clinic workflows.
• QA complex builds, Service Update (SU) modifications, and other work orders.
• Collaborate with members from other OCHIN teams to address integration issues.
• Provide elbow support to clinic staff during Go-Lives and Mock clinics as needed.
• Lead trainings and workgroups for members.
• Mentor, coach and train less experienced analysts.
• Develop and share workflow best practices.
• Assist Project Managers in identifying system capabilities.
• Build, design, test and document functionality of new system features.
• Provide process improvements within your application or team.
• Other duties as assigned

• Minimum of 3 years of experience in similar or relevant Epic Application Analyst role with 1 year of supervisory experience being highly desirable.
• Work history in Healthcare IT is required
• Intermediate proficiency in Microsoft Excel
• Epic PB or PB Claims Resolute certification is required
• Experience in both PB Claims or PB is desired.
• The ideal candidate will have at least 5 years of experience as an Epic Resolute PB/PB Claims Applications Analyst, with ideally a minimum of 3 years of experience in Epic Resolute module build.

Base Pay Overview

OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data

Physical Requirements/Work Environment:

• Constant interpersonal skills, teamwork, and customer service. Frequent creativity, mentoring, presentations/teaching. Occasional decision making and independent judgment or action.
• Reading, speaking, writing, and understanding English.
• While performing the duties of the job, the employee is regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms.
• This position requires a virtual home-office environment, working remotely and will require that all employees be on camera for all virtual meetings.
• The role routinely uses standard office equipment such as computers and mobile devices.
• Travel may be required to support OCHIN's business requirements for Go-Live installations or training which may require travel by air, vehicle, or train.

COVID-19 Vaccination Requirement

To keep our colleagues, members, and communities safe, OCHIN requires all employees-including remote employees, contractors, interns, and new hires-to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.

Work Location and Travel Requirements

OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.

Work from home requirements are:

• Ability to work independently and efficiently from a home office environment
• High Speed Internet Service
• It is a requirement that employees work in a distraction free workplace
• Travel may be required nationally to support Go lives based on business requirements for OCHIN

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

EOE - Disability/Vet

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