Tier 2 Support Coordinator

2 weeks ago

Columbus, United States Dedicated Tech Services, Inc. Full time

Company and Role:

Dedicated Tech Services, Inc. (DTS) is an award-winning IT consulting firm based in Columbus, OH. We now have an opening for a Tier 2 Support Coordinator – Medicaid.


Highlights and Benefits:

·      On site in Columbus, Ohio.

·      W2 hourly pay rate up to $51/hr or salaried equivalent

·      Government environment

·      Friendly, collaborative client culture

·      Potential long-term contract

·      Direct W2 hourly or salaried applicants only (no corp-to-corp subcontractors, third parties, or agencies)

·      Paid time off and holidays for salaried employees

·      401K, billable bonus, and health, life, vision, dental and short-term disability insurance options for all

·      DTS is a proud Women Business Enterprise (WBE) and Woman Owned Small Business (WOSB)

·      Check out our benefits and company information at www.dtsdelivers.com


Job Description:

We are hiring an experienced Tier 2 Support Coordinator – Medicaid to work for us as our direct, W2 salaried or hourly employee. You will:

·      Provide research, identification, and triaging of issues related to the Provider Network Manager (PNM) system used for Providers.

·      Leverage your knowledge and experience in the Medicaid Provider program to assist patients and caregivers.

·      Handle Tier 2 calls, requests, and general questions related to the PNM system.

·      Respond to general questions related to the Ohio Medicaid Enterprise System (OMES) ecosystem (for example, questions related to creating accounts for the Innovate Ohio Platform – IOP accounts (internal account) or questions related to errors by partner vendor systems)

·      Research and identify the sources of the issues.

·      Keep tickets updated per the Service Level Agreement (SLA) within the ServiceNow (SNOW) ticketing system.

·      Respond to email support requests.

·      May be required to triage issues related to other State systems (that may be unrelated to the PNM application).

·      Perform Administrator account updates.


Required Skills and Experience:

·      Knowledge and experience in Medicaid Provider and Enrollment program knowledge and experience is required

·      4-year degree is required

·      Experience working with healthcare providers or managed care organizations.

·      Must know how to use ServiceNow (SNOW), or Cisco Finesse, or Cisco Jabber

·      Must know how to use and work with an IVR Interactive voice response system

·      Must have a database and application support experience background (3-4 years)

·      Experience with Tier 2 support -experience with ticketing flow (Ticket/Assigned/resolution/Change status)

·      Must know how to use Microsoft TEAMS/chat

·      Need to know concepts of flow, communicate, end point, (Inter-operability, flat files, shared files/Web Services/Integrated), AWS, Cloud

·      Must be able to exercise patience

·      Must be a logical and critical thinker

·      Experience working in a fast pace, demanding environment

·      Must have excellent communication skills – written and verbal

·      Experience working in a team background and collaboration environment



US Citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor at this time.


 

Dedicated Tech Services, Inc. is an Equal Opportunity Employer



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