Customer Support Analyst (Healthcare)

Customer Support Analyst (Healthcare) 12 month contract position of Customer Support Analyst in Tallahassee, FL

Responsibilities:
 Provide End User support for billing functionality in the Health Management System (HMS) including EDI file tracking and collection agencies.
 Facilitate effective communication between internal subject matter experts, Finance and Accounting staff, application development staff, and external entities.
 Consult with subject matter experts, as necessary, to learn the business processes.
 Communicate current issues, enhancements, and other information as needed to the client.
 Participate in business requirements gathering sessions.
 Perform validation of documented business requirements against business processes.
 Consult with IT staff, as necessary, to provide detailed information regarding software defects, functional requirements and design of application enhancements.
 Perform User Acceptance Testing including documentation of test plans.
 Evaluate current system design through testing and end user feedback to identify opportunities for improvement.
 Prepare end user documentation for training and assistance including release documentation, process flows, and help screens.  

Qualifications:

The Contractor's staff assigned to perform the services in this Contract shall have at a minimum the following experience:
 2+ years of experience performing business process analysis.
 2+ years of customer support experience.
 Experience working with the Health Management System (HMS) (or other health care information systems) and/or knowledge of business processes in the medical field.
 Experience training and mentoring staff.
 Demonstrated ability to communicate technical concepts to non-technical audiences and development staff.
 Demonstrated ability to perform the translation of business process requirements into technical requirements
 Ability to validate user requirements, provide written test plans and coordinate testing activities.
 Demonstrated ability to produce business and/or technical documentation related to the requirements, specifications, traceability matrices, design, process and data flow diagrams, data migration, data modelling testing, and training.
 Demonstrated experience with the testing of web-based applications.