FastMed

Role Description The OHS Customer Care Coordinator serves as a central point of contact for customer, clinic, billing, and sales support. This role is responsible for managing customer requests, maintaining accurate client information, supporting invoicing processes, and ensuring timely resolution of issues while delivering high-quality customer service. - Customer Requests: Monitor, respond, communicate with operations and assist in resolving customer service requests. Log issues in CRM tool and follow through until resolution and client satisfaction is achieved. Identify trends in client service issues and work with Manager of OHS Customer Care Team and Director of OHS to implement corrective measures and quality improvement plans. - Employer Set-Ups & Account Management: Verify the accuracy of employer set ups after they've been entered into Epic and CRM systems. Update client protocols as necessary. - Invoices: Monitor billing system (Cowork) to respond to client messages and requests. Identify and correct invoice errors and address client concerns. - Clinic requests: Act as contact point for clinical questions regarding client protocols and information, update protocols in real time to support clinic staff. - Billing requests: Respond in real time to billing questions regarding client pricing and communicate with client to resolve issues when posting payments. - Support sales team: Qualify leads from clinic visits, distribute inbound leads from CRM tool, set appointments for sales team from inbound phone and email leads, support sales team as necessary. - Document requests: Respond to document requests from clients, clinics, OHS patients, payors, sales and operations team members as required. - Strive to embody FastMed’s core values of STAT (Service, Teamwork, Accountability, Transparency) and embrace FastMed’s philosophy of Compassionate Hospitality. - All other duties as assigned. Qualifications - Bachelor’s or associate degree in healthcare or management field of study or equivalent work experience within a healthcare setting. - 2+ years of customer service experience; preferably in a healthcare setting. - Proven track record of professional success in client and patient facing support role. - Excellent communication (both verbal and written). - Ability to be a team player with strong interpersonal skills. - Adaptable, collaborative, and self-directed. - Proficient in MS Office (Excel, Word, etc.). - Effective time management and performance tracking with ability to meet deadlines. - Results-driven, and detail-oriented with strong organizational skills. Physical Demands The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - While working the essential functions of this job, the employee is occasionally required to stand, walk, sit, lift, carry, use hands to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk, hear and lift and/or move up to 40 pounds. Work Environment While performing the essential functions of the job the employee comes in contact with patients in a wide variety of circumstances. The team member may be exposed to unpleasant situations including accidents, injuries, illnesses, patient elements and varying or unpredictable situations. This position may be worked remotely. Minimum travel may be requested to attend training.

Role Description The Epic Business Intelligence Analyst (BI Analyst) is a senior-level data professional responsible for designing, developing, and delivering actionable insights across the organization using Epic Cogito tools and enterprise BI platforms. This role operates at the intersection of healthcare operations, data architecture, and analytics, translating complex business and clinical requirements into scalable reporting and dashboard solutions. Working in a fast-paced, innovative environment, the BI Analyst partners with clinical, financial, operational, and executive stakeholders to support data-informed decision-making. This includes leveraging Epic data structures (Caboodle, Clarity, SlicerDicer) alongside enterprise tools such as Power BI and SQL Server Reporting Services (SSRS). The BI Analyst plays a key role in the full lifecycle of data projects—requirements gathering, data modeling, development, validation, and deployment—while ensuring data accuracy, governance, and usability. This role also contributes to strategic analytics initiatives, including artificial intelligence, predictive modeling, and advanced analytics capabilities. Strong communication, technical expertise, and leadership skills are essential to effectively present insights, mentor team members, and drive continuous improvement in analytics delivery. Duties and Responsibilities - Epic BI Development & Data Management - Design, develop, and maintain Epic-based reporting solutions using Caboodle, Clarity, and SlicerDicer. - Build and optimize dashboards, reports, and data extracts using SQL, Power BI, SSRS, and other BI tools. - Develop and maintain data models (relational and dimensional). - Ensure data integrity through rigorous validation processes and stakeholder sign-off. - Business Engagement & Requirements Translation - Collaborate with stakeholders across clinical, financial, and operational domains to gather and define requirements. - Translate business needs into technical specifications and scalable data solutions. - Present data insights, trends, and findings to non-technical audiences in a clear and actionable manner. - Provide consultative guidance on best practices in analytics, reporting, and data usage. - Advanced Analytics & Innovation - Explore and implement Epic tools, such as Nebula, and other emerging analytics technologies. - Identify opportunities to leverage data for operational improvement, quality outcomes, and cost efficiency. - Continuously evaluate and adopt new tools, features, and methodologies to enhance BI capabilities. - Strategic & Project Leadership - Participate in strategic planning, analytics roadmap development, and enterprise data initiatives. - Manage BI projects, including project plans, timelines, resource allocation, and deliverables. - Lead complex data initiatives from concept through deployment, ensuring alignment with organizational goals. - Facilitate meetings, manage stakeholder expectations, and resolve competing priorities or requirements. - Operational Support & Governance - Manage BI Analyst/reporting ticket queues, including triage, prioritization, and resolution of incidents and requests. - Maintain and enhance a centralized data catalog, including data definitions and metadata documentation. - Ensure adherence to data governance standards, including data quality, security, and master data management. - Create and maintain technical documentation, data dictionaries, and end-user training materials. - Team Development & Collaboration - Collaborate with analysts, developers, and informatics teams to deliver integrated data solutions. - Provide constructive feedback and contribute to a culture of continuous improvement. Qualifications - Bachelor’s degree in Information Systems, Computer Science, Finance, or a related field (or equivalent experience) - Active Epic certification preferred in one or more Epic reporting or analytics modules (Caboodle, Clarity, and Cogito) - 2+ years of experience with healthcare analytics, business intelligence, reporting, file transfers, ETL, or other Epic areas of competence - Experience integrating Epic analytics with enterprise BI and visualization platforms - Experience with ETL processes and large file transfers - Excellent verbal and written communication skills - Excellent interpersonal and customer service skills - Excellent organizational skills and attention to detail - Excellent time management skills with proven ability to meet deadlines - Proficient in Microsoft Office Suite Physical Demands and Work Environment - The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - While working the essential functions of this job, the employee is occasionally required to: - Stand, walk, sit, lift, carry, use hands to handle or feel objects, tools or controls - Reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl - Talk, hear and lift and/or move up to 40 pounds - The work environment is mainly in office. While performing the essential functions of the job the employee may come into contact with a wide variety of circumstances. The team member may be exposed to unpleasant situations including accidents, injuries, illnesses, employee problems and varying or unpredictable situations. This position is remote dependent upon all company and/or department policies.