Operations Center Technician RealMed
Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.
The Operations Center Technician for the NOC is responsible for monitoring Availity? s networks and system performance from a centralized Network Operations Center (NOC) ensuring high availability and attainment of service levels. Responsibilities include monitoring the enterprise, identifying issues and potential problems, coordinating resources, communicating the status, providing Tier I support, and assisting with routine tasks and maintenance in a 24/7 environment.
They will learn and apply new technical skills to support interdepartmental objectives including: effectively communicating and escalating incidents ensuring quick resolution; utilizing a series of monitoring tools and alerts to detect system outages and/or system degradation; completing trouble tickets to document alerts and/or incidents; responding and communicating to management and stakeholders of status and resolution by following proper escalation of issues. Resolves issues when applicable as a documented NOC procedure. Assists other NOC personnel as needed.
Primary responsibilities of NOC Tier 1 personnel may include:
Throughput and Outcome Monitoring
Monitoring of all Availity applications and services
Inbound client claims files, Inbound client eligibility, Status and patient statement file, Claims Processing
Monitor performance levels to ensure system components are within acceptable range defined in SLA documentation
Help ensure that monitoring system dashboards and searches are organized and operational.
Responsible for initial response to all triggered application alarms and alerts
Will do initial troubleshooting to determine severity and next steps for the incident, based on experience and written guidelines; triage/communicate/escalate as needed.
Data Analysis/Data Research
Support analysis requests for performance visibility from internal stakeholders.
Create visibility for project services when projects are released into QAP/Production for monitoring and assessment
Provide direct support to the business and internal IT groups for customer data related issues.
Production Operations System Administration/Support
Responsible for updating the CANON tool based on internal or external sourced information.
Marketing site updates as needed
Knowledge Base content updates as needed
HETS file processing with CMS for NPI validation
LDAP: New User Setup, Password reset, Access Request
FTP: Submitter/Receiver File restores, new user setup, password resets
Perform gateway shutdowns/Restarts
Run configuration management scripts
WORK EXPERIENCE & SKILLS (Required)
2-3 years of experience in a 24x7 IT production support role
Demonstrated ability to use support tools (ticketing systems, data query and analysis tools, ?)
Linux / Unix / Windows administrative support
WORK EXPERIENCE & SKILLS (Preferred)
Splunk, IT360, JIRA, NewRelic, Big Brother, Hobbit, Red Alert
EDUCATION AND CERTIFICATION (Required)
AS or equivalent in computer science, information technology
EDUCATION AND CERTIFICATION (Preferred)
BS in computer science, information technology or engineering discipline
||Jacksonville, FL |