Solutions Analyst, Crm, Remote

Aledade Plus (A+) offers innovative care programs, campaign support, and revenue services to help practices succeed with their complex patients, quality goals, and financial health. A+ Solution Analysts are responsible for implementing, configuring, optimizing, and supporting a technology stack that supports Aledade's partnership services for practices, including care management systems (e.g. EHR), patient engagement technologies (e.g. CRM and telephony systems), and revenue cycle operations.

As a Solutions Analyst, you'll report to and be mentored by the EHR & Informatics Lead on the A+ Product Team. A+ employs a technology stack composed of both externally-sourced and internally developed systems. Your day may involve troubleshooting a complicated issue, exchanging data with vendors, working closely with operational counterparts on workflow design, and consulting on new product development with engineering teams. Expertise in various aspects of technology and communication skills will be crucial to success in this dynamic position.

We are specifically seeking a Solutions Analyst to work closely with call center and clinical outreach teams to configure, build, and support workflows for patient outreach in our CRM platform and related systems, across a number of patient engagement programs and navigation services. Your customers will include A+ call center operations and a number of related partners serving Aledade's primary care network.

We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home within the US or from our offices in Durham, NC; New York, NY; Austin, TX; or Bethesda, MD

Primary Duties:

• Manage configurations and change requests for current systems and future technology.

• Assist in the development of processes to streamline workflows.

• Assist with initial development of system integrations, implementations, and provide ongoing support for our implementation process in which our team deploys a variety of point of care technologies.

• Develop expertise in various third-party applications to become a leading Subject Matter Expert (SME)

Minimum Qualifications:

• Bachelor's degree in a computer-related field, or equivalent experience.
• 5+ years direct experience configuring and managing software
• 2+ years experience defining implementation best practices, playbooks, workflows, and self-guided support assets
• 2+ years experience gathering technical requirements and engaging with stakeholders and cross-functional partners.
• 2+ years experience handling intricate workflows and processes, and understanding their susceptibilities to system modifications, app upgrades, or improvements.

Preferred Qualifications

• Proficient in constructing workflows using Edify, Twilio Studio, Twilio TaskRouter, RingCentral Workflow Builder, or comparable VOIP technologies.

• Experience with creation and version control of technical documentation and system diagrams.

• Familiar with Jira and/or other project management tools (Monday.com, etc.).

• Previous EHR/PM experience (Athena, eCW, Epic, Cerner, etc.).

• Intermediate understanding of telephony and IVR technology integrations and related telecommunications devices, networks, software, and systems.

• Key competencies encompass fostering and upholding relationships with team members, vendors, strong organizational abilities, critical thinking, problem-solving, keen attention to detail, and proficient writer and verbal communication.

• Proven ability to analyze and synthesize data to develop sound conclusions.Understanding an API and the ability to work with stakeholders to troubleshoot and debug technical issues.

• Focused on results, must prioritize and manage multiple projects effectively in a fast-paces, dynamic environment while staying aligned with key goals.

• Goes beyond their team and actively contributes to enhancing Aledade as a whole (engagement in diversity and inclusion efforts, cultural initiatives, facilitating training sessions, leading roundtable discussions, etc.).

• Highly motivated mindset to explore, test, and implement new technology.

Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 Paid Volunteer Days & 11 paid holidays

12 weeks paid Parental Leave for all new parents

6 weeks paid sabbatical after 6 years of service

Educational Assistant Program & Clinical Employee Reimbursement Program

401(K) with up to 4% match

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And much more!

At Aledade, we don't just accept differences, we celebrate them! We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

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