Application Support Specialist Lead

Amerihealth Caritas Health Plan•West Chester, PA

51d•Remote

About The Position

The Application Support Specialist Lead will support a Healthcare Care Management System platform for a state government market product, Long Term Services & Support (LTSS). In this role you will lead a technical production support team focused on environment stability, processing optimization and issue resolution for this platform. Work Arrangement This is a 100% Remote position but you must live in EST or CST time zones

Requirements

At least five to seven (5-7) years knowledge/ experience of HealthCare and/or Managed Care Organizations is preferred
At least five to seven 5-7 years as a Subject Matter Expert in the Healthcare Payor industry, processing, application software support preferred.
Knowledge/experience with government market lines of business (Medicaid, Medicare) is preferred. Some knowledge/ experience with Medicaid/Medicare LTSS (Long Term Services & Support) government product is a plus.
Independent & strong analytical & problem-solving skills with a proactive approach to challenges.
A collaborative mindset, with open communication style and the ability to foster teamwork across departments.
Adaptability and resilience in a fast- paced production environment.
Applies technical skills independently and acts as a technical expert in one or more areas.
Possesses a strong orientation towards customer service and a high level of professionalism.
BS in Computer Science or related fields, or Technical Certifications or equivalent years of experience.

Nice To Haves

Intermediate technical skills with .NET framework, Microsoft SQL (queries and stored procedures), SSIS, and Tableau is preferred.
Knowledge of APIs, PowerShell Scripting and Amazon Web Services is a plus.
Experience with Microsoft Office professional suite of product.

Responsibilities

Oversee and lead a team of production staff, including assigning tasks, monitoring workload & performance, and providing coaching and mentorship. Leads and drives continuous improvement initiatives, and implements strategic plans to enhance productivity while fostering a culture of accountability, collaboration and innovation
Leads and/or consults on system upgrades and system interfaces; performs system impact assessments
Leads team members, optimizing workflows, ensuring accuracy and compliance, and contributing to the improvement of overall system processing efficiency
Leads an Application Production Support Team & provides in depth troubleshooting and product knowledge across multiple technologies/business units in support of system platform
Leads the design, testing, and validation of automation techniques to consistently improve technology and business processes in the production environment
Lead team members in completing their daily tasks efficiently and effectively, ensuring that team targets and goals are met
Ensure compliance with all relevant state and federal health payer regulations, payer policies, and contractual agreements and maintain accuracy and efficiency in all aspects of production
Analyze cross-technology and cross platform issues; identify bottlenecks in system processing workflows, proposing and implementing solutions to improve efficiency
Troubleshoot and resolve defects/ issues with client concerns with a sense of urgency & ensure effective decision-making
Analyze production metrics and KPIs, providing actionable insights to drive performance enhancements
Identify trends, identifies anomalies and initiate recommendations for change to management
Partner with stakeholders to identify and develop workflow improvements
Serves as the top escalation point on the team. For the most complex issues, the incumbent may conduct independent research to resolve issues
Develop and execute production schedules, ensuring timely and accurate processing of claims while maintaining a focus on cost efficiency
Collaborate with cross-functional teams, including vendors to optimize production workflows and resolve issues
Prepare and provide daily, weekly, and monthly productivity report metrics
Facilitate team daily stand ups, meetings with business stakeholders, vendors, other IS teams
Acts as a mentor to less experienced staff, explaining relevant procedures and providing technical guidance. Train and educates staff on new process changes
Produces and maintains documentation on procedures, policies, and systems; assists in the development of usage and user access policies and procedures
Provide input to manager on staff performance relating to technology but does not prepare or deliver reviews
Conducts complete diagnostics of most business problems, factoring in a strong understanding of the business & technical architecture
Manage an assignment to resolve an escalated problem, implement upgrades, etc., usually lasting several months or less, which may require directing internal resources