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J187471

Associate Technical Support Analyst - Ticketing - 3rd shift

HM Health Solutions

  • Company Innovative Technology Based Solutions
  • Home, PA
  • IS/IT
  • Full time
  • Evening (United States of America)

Company :

HM Health Solutions

Job Description : 

This is a 3rd shift position.

JOB SUMMARY

This job assists the front-line ticket triage and resolution. The incumbent expeditiously assists in the initial problem ticket review, assessment of information/details for updates, corrections and information cleansing, as needed, and transfer the ticket to the appropriate area for resolution. Responsibilities may include assisting to handle the issue hotline and Quotation management process with clients with oversight and support from Intermediate and Senior team members.

ESSENTIAL RESPONSIBILITIES

  • Expeditiously assist to monitor, triage, and forward problem tickets to appropriate area for resolution.  Tasks include removal of all Protected Health Information (PHI) from the problem ticket, ensuring all necessary information is included in the ticket, attachments are included and viewable, and if appropriate, forwarded on to the proper group for resolution, with oversight and guidance from Intermediate and Senior Team members
  • Support the maintenance of the Issue Hotline for internal ticketing process by reviewing telephonic hotline inquiries, which may include educating the caller on how to submit tickets online.
  • Provide assistance in the process oversight for Quotation Management process.  Ensure toll gates are in place so client agrees with project quotes, timing, process, cost, etc.
  • May assist to update training documentation for process improvements and process changes for group.  
  • Other duties as assigned.

EDUCATION

Required

  • High School Diploma/GED

Substitutions

  • None

Preferred

  • Bachelor's Degree in Information Technology or Business Administration/Management

EXPERIENCE

Required

  • 0 - 1 year in the Health Insurance Industry

Preferred

  • 0 - 1 year in Customer Service
  • 0 - 1 year in Billing
  • 0 - 1 year in Enrollment
  • 0 - 1 year in Claims
  • 0 - 1 year in Provider Service Administration

LICENSES AND CERTIFICATIONS

Required

  • None

Preferred

  • None

SKILLS

  • Analytical Skills
  • Communication Skills
  • Process Improvement
  • Performance Improvement

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements. 

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice


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