Client Services Technical Specialist

About MARA

MARA (Milliman Advanced Risk Adjusters) is a platform-independent software product that fuels population health analytics and helps customers implement financial decisions, payment arrangements, and care support programs with confidence. MARA is at the heart of today's leading population healthcare analytics platforms. It provides patient risk insight using administrative claims data, data from electronic medical records, and other data sources. Available since 2009, today MARA supports more than 300 healthcare organizations. Government healthcare programs, not-for-profits, mutual, for-profit health plans and healthcare providers rely on MARA models to assess and evaluate risk for financial and medical management applications.

Who We Are

Independent for over 75 years, Milliman delivers market-leading services and solutions to clients worldwide. Today, we are helping companies take on some of the world's most critical and complex issues, including retirement funding and healthcare financing, risk management and regulatory compliance, data analytics and business transformation.

Milliman invests in skills training and career development, and gives all employees access to a variety of learning and mentoring opportunities. Our growing number of Milliman Employee Resource Groups (ERG's) are employee-led communities that influence policy decisions, develop future leaders, and amplify the voices of their constituents. We encourage our employees to give back to their varied professions, including leadership in professional organizations. Please visit our web site (https://www.milliman.com/en/social-impact) to learn more about Milliman's commitments to our people, diversity and inclusion, social impact and sustainability.

Through a team of professionals ranging from actuaries to clinicians, technology specialists to plan administrators, we offer unparalleled expertise in employee benefits, investment consulting, healthcare, life insurance and financial services, and property and casualty insurance.

Responsibilities:

• Ability to understand the environment in which the client is implementing and running MARA. The Client Services Technical Specialist will join sales calls and client implementations where technical expertise is required.

• Communicate effectively and know when to escalate and most importantly keep the rest of the Client Services team apprised of any communications so that SLAs can be tracked and exceeded.

• Provide the following first line support for all technical requests:

• Prioritization of the request

• Ability to troubleshoot issues in various operating environments, identifying issues with file input and output, data quality and error files.

• Support for the customer by attempting to resolve the issue through existing documentation, research of past requests, or other means.

• Work with account managers, business developers in scheduling calls for troubleshooting using Microsoft Teams and screen shares when documentation can't support the particular issue or the client needs extra assistance.

• Contribute to the creation as well as ongoing maintenance of technical FAQs, User Guides, presentations, and other documentation.

• Ensure compliance with all system security requirements and MARA quality risk management policies and processes.

What We Are Looking For

Professional Qualifications:

• Bachelor of Science degree in Computer Science, Analytics, Math or related discipline.

• 2-3 years experience in a client facing role that includes software implementations and support in complex Unix, Linux, Windows environments. Must be familiar with software implementation that may include Graphical User Interface, Batch, or requiring Java and or Spark APIs, docker containers and cloud processing.

• 1-2 years working with Microsoft PowerBI

• 1-2 years client facing role that included a high degree of technical support - this is not a desktop software support position.

• Must have demonstrated efficiency working with remote installations.

• Must have experience implementing software for Unix, Linux, Windows.

• Must have sufficient knowledge of Microsoft Power BI to train clients.

• Experience providing telephone and web-based support to assist installation and troubleshooting data preparations in batch, or API approaches. Familiarity with Microsoft Teams, Zoom, GoToMeeting for interacting with clients.

• Customer-centric approach to finding solutions

• Troubleshooting experience in a rapidly changing environment

• Able to learn new concepts and adapt quickly to an client-driven work environment

• Enjoys digging deep to uncover information and discover a solution

• Excellent collaboration skills to work with team members in resolving issues

Personal Qualifications:

• Emotional maturity, calm demeanor and exhibit professionalism at all times.

• Ability to stay focused in a highly client-driven work environment.

• Self-directed, ability to assess a need, research the situation, and present a resolution. Must take ownership of a task and ensure it is resolved while following proper review channels, quality management, and escalation, when appropriate.

• Must be extremely comfortable speaking with colleagues and external clients at all organizational levels. This is a high pressure, sometimes demanding environment.

• Meticulous attention to detail, including documentation of issues, testing and resolution.

• Highly skilled at prioritizing multiple concurrent tasks, such as projects in different phases and internal research requests

• Ability to understand, communicate and create training materials for audiences that are both technical and non-technical.

• Demonstrate ability to quickly learn new concepts, and use new technology.

• Understand how one person's tasks and responsibilities are related to other roles, departments, and within the overall business

• Adapt to the needs of the business, and take on additional responsibilities, as assigned

Preferred Qualifications:

• Experience in environments subject to HIPAA and/or PCI regulations

• Knowledge of healthcare code sets; such as, ICD codes, NDC codes, revenue codes, administrative claims data.

• A basic knowledge of leveraging tools for data management, such as . Java API, Spark API, .NET API, docker containers for basic client support. Some familiarity with DataFrame, Schema, Databricks or similar tools in order to support complex customer environments.

• Demonstrated expertise using Microsoft Power BI to build report templates and dashboards.

• Some experience using product lifecycle tools such as Atlassian-JIRA, Confluence, and FreshDesk or similar client ticketing system.

• Familiar with demonstrating analytic results using pre-built Microsoft PowerBI templates, and to train clients using the pre-built MARA PowerBI templates.

• Some knowledge of Databricks is helpful, but not required.

Location

This position is based out of the Milliman office in Hartford, Connecticut. While it is preferred for employees to be local for onsite team meetings in the Milliman office, the option to work remotely anywhere in the US is available.

Compensation

The salary range for this role is $72,000 to $142,000, depending on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc.

Benefits:

• At Milliman, we focus on creating an environment that recognizes - and meets - the personal and professional needs of the individual and their family. We offer competitive benefits which include the following based on plan eligibility:

• Medical, dental and vision coverage for employees and their dependents, including domestic partners

• A 401(k) plan with matching program, and profit sharing contribution

• Employee Assistance Program (EAP) A discretionary bonus program

• Paid Time Off (PTO) starts accruing on the first day of work and can be used for any reason; full-time employees will accrue 15 days of PTO per year, and employees working less than a full-time schedule will accrue PTO at a prorated amount based on hours worked

• Family building benefits, including adoption and fertility assistance and paid parental leave up to 12 weeks for employees who have worked for Milliman for at least 12 months and have worked at least 1,250 hours in the preceding 12-month period

• A minimum of 8 paid holidays

• Milliman covers 100% of the premiums for life insurance, AD&D, and both short- term and long-term disability coverage

• Flexible spending accounts allow employees to set aside pre-tax dollars to pay for dependent care, transportation, and applicable medical needs

Equal Opportunity:

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The expected application deadline for this job is September 9, 2024.