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Onsite Support Junior Analyst

Company: HCL Axon
Location: Virginia Beach
Posted on: August 24, 2019

Job Description:

SR Number APPS/APPS/2019/******* Designation Onsite Support Junior Analyst Location Virginia Job Family Support (Support) Job Description (Posting). Skills : Helpdesk Analyst with ITIL Knowledge "Help Desk Support Analyst serves as the first point of contact for customers seeking technical and functional assistance over the phone or email. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by customers. Resolve the tickets within agreed SLA based on ticket volume and time. Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases. Maintain high login Efficiency (Availability) for customers Update worklogs and follow shift/ escalation process and process compliance Work on value adding activities. Knowledge base update & self development" "3 to 5 years of experience working in Application Support role Knowledge on health care application processes and workflow Ability to work on claims with different LOBs such as Commercial, Medicare, Medicaid etc. Knowledge and experience of Medicare & Medicaid state level reporting levels Strong understanding of healthcare data formats, standards Good understanding on the lifecycle of claims adjudication Possess good exposure on the various claim functionalities such as Edits, COBs, claims adjustments, Episodes etc. Exposure to ITIL processes - Incident Management, Problem Management Exposure to Facets claims adjudication Exposure to ITS claims and duals " (1.) To document all the defined processes and the methods of resolving the ticket- troubleshooting- etc. (2.) To troubleshoot and resolve tickets raised by the clients. (3.) To update self on latest technologies and related areas (4.) To interface with customers for ticket clarification/resolution Experience 0-2.5 Years Qualification B Tech No. of Positions 3 Skill (Primary) Tools and Standards (APPS)-Agile Tools-JIRA Country USA Employee Group Business Line FT City Richmond Removal Date 18-Aug-2020

Keywords: HCL Axon, Newport News , Onsite Support Junior Analyst, Professions , Virginia Beach, Virginia

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