Service Desk Analyst - Hybrid

Title: Service Desk Analyst - Hybrid

Mandatory skills:

Customer Service,
Help Desk,
Data Sharing Agreements, DSA,
business systems, business functions,
HIPAA Privacy Laws, Data Sharing,
EDI files, FTP server utilization,
Microsoft desktop applications, SQL, querying techniques,
Production Support, Production Job Schedule, Production Release,
system standard, system errors, standard operating systems,
user requests, tickets, ticketing system, problem resolution,
health plan, automated systems,
server applications, desktop applications, web applications,
computer, networking hardware, networking protocols, software applications,
analysis, validation, document, report, develop, records, communication, calls, organizational, critical thinking, problem solving, decision making

Description:

This positions primary duties will have the responsibility of understanding Data Sharing Agreements, analyzing submitted forms, determining the validity of the DSAs submitted, and provide support to Production Support in their tasks to ensure the system standard is upheld.

The positions other duties require direct involvement in the support of existing automated client business systems. In working with users, identify actual and potential errors or bugs in these automated business systems. Validate, document, report these system errors to the appropriate client development team. Provide guidance to users on how to utilize automated client business systems to accomplish necessary business functions.

This position under general supervision:
Triage and respond to user requests for system help
Identify causes of user problems and potential solutions
Update/submit/track tickets utilizing client ticketing system
Maintain Production Job Schedule & execute jobs following the schedule
Override and void pended encounters
Analyze EDI files to track members and health plan assignment
Support FTP server utilization by client staff, vendors and health plans
Manage and execute month end process
Test new production releases
Prepares statistical reports on help desk utilization
Manages Roster Mismatch process to maintain accuracy of client eligibility records
Manages Client Transmit process to maintain accuracy of client placement records in sync with client records

The skills preferred for this position are the ability to review various documents and dissect multiple forms and entries to ensure accurate data has been entered into the forms.

This includes:
Proper understanding of diverse terms such as HIPAA Privacy Laws and Data Sharing standards per client Policies.
Ability to differentiate and discover patterns.
Carefully examine terms and conditions outlined within the agreements.
Strong customer service skills including effective listening and problem resolution techniques with attention to detail.
Excellent interpersonal written and oral communication skills.
Effective time management and organizational skills for managing and prioritizing tasks.
Critical thinking, problem solving, and effective decision making engaging in critical thinking using logic and reasoning.

Knowledge:
Considerable knowledge of service offerings, customer service principles and processes, back-office server applications, desktop applications, web-based applications, computer/networking hardware, standard operating systems, common third-party software applications, networking protocols, and any other computer-related technologies
Client automated systems and the related data
Microsoft desktop applications
SQL and querying techniques

Ability:
Analyze complex issues, interpret, evaluate and arrive at logical conclusions.
Resolve incidents/problems efficiently and effectively recognizing customer competence level.
Handle high volume phone calls working under extreme pressure to defuse hostile callers using independent judgment to resolve the issue.
Focus on solving conflict; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things

Experience required:
3 to 4 years of Customer Service and/or Help Desk experience
Microsoft office experience

Education Required:
High School Diploma or GED with some college courses in Business and/or Information Technology

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008