• You prioritize, analyze, and troubleshoot issues that arise in customer environments within defined response and resolution times as part of the incident management process • You coordinate changes and play an active role in improving the support function and optimizing the user experience • You are responsible for the documentation of systems and configurations • You take over on-call shifts to ensure the best possible customer support • You support customers with further questions regarding the operation and configuration of our software (including our on-premises customers) • You work closely with our product development and infrastructure teams to ensure smooth operations and continuously improve IT operations processes (e.g., monitoring, backup and recovery) • You are responsible for managing, monitoring and optimizing our SaaS environments on staging and production clusters

Role Description This role offers the opportunity to build and lead a high-impact operational technology function from the ground up. You will own and evolve the organization’s core business systems, starting with an enterprise-grade Zendesk ecosystem and expanding to broader operational platforms. Your work will directly impact the efficiency of hundreds of thousands of annual shifts, streamline workflows through AI-driven automation, and support a remote-first, fast-growing team. This position is ideal for a hands-on builder who enjoys designing scalable systems, collaborating with cross-functional teams, and establishing best practices that shape the foundation for future growth. The role allows you to influence both operational effectiveness and the professional experience of thousands of users across multiple sectors. Candidates in the Seattle area have the option for hybrid work, though the role is primarily remote. - Build, maintain, and optimize the Zendesk ecosystem to support operations, customer support, and internal workflows - Lead the design and implementation of operational technology processes and standards across business systems - Collaborate with cross-functional teams to identify opportunities for automation, AI integration, and process improvement - Own system reliability, scalability, and documentation, ensuring operational workflows function seamlessly at scale - Define and enforce best practices for data management, workflow automation, and platform integrations - Partner with stakeholders to align technology initiatives with operational objectives and business goals Qualifications - Proven experience building a Tech Ops or operational technology function from scratch, ideally in a fast-growing, remote-first environment - Hands-on expertise with enterprise operational platforms, with deep familiarity with Zendesk and experience expanding to other business systems - Strong analytical and problem-solving skills, capable of going multiple levels deep into system architecture and workflow logic - Experience implementing workflow automation, AI tooling, or other technology solutions to optimize operations - Exceptional communication skills to collaborate with technical and non-technical stakeholders - Self-driven, comfortable in ambiguity, and able to prioritize initiatives in a high-growth, fast-paced environment - Ability to work remotely and manage distributed teams or cross-functional projects effectively Preferred Qualifications - Experience in a marketplace or healthcare operations environment - Familiarity with AI-driven workflow automation tools - Experience designing enterprise-scale operational systems supporting high-volume transactions or shift-based marketplaces Benefits - Competitive compensation and equity opportunities in a high-growth Series C company - Fully remote-first role with optional hybrid work in Seattle - Opportunity to build and lead a Tech Ops function from the ground up - Exposure to AI-driven operational systems and innovative process design - Direct impact on operational efficiency, user experience, and business growth - Professional growth and mentorship in a fast-paced, mission-driven environment

Department: 13533 Enterprise Revenue Cycle - HIM Ops Services and Support Lab Data Abstracting Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Monday - Friday 8am-430pm Work from home Pay Range $25.30 - $37.95 Major Responsibilities: Performs the day-to-day assigned functions, acting as the primary Subject Matter Expert for teammates on work-related inquiries and challenges. Proactively addresses and resolves issues, providing innovative solutions. Collaborates with leadership to conduct huddles, facilitate orientation, deliver training, perform quality assessments, and generate production reports. Utilizes effective communication and critical thinking skills to identify, address and escalate issues to leadership as necessary. ​    Coordinates, monitors, and optimizes daily work activities to support the team in meeting established daily turnaround times and key performance indicators.​    Supports leadership by conducting comprehensive reviews of policies and procedures and recommending workflow improvements to enhance quality, consistency, efficiency, and standardization.​    Facilitates the resolution of both internal and external complaints and concerns while ensuring adherence to all relevant regulatory requirements.​​    Performs documentation and tracking of quality reviews. Provides timely feedback to leader and teammate, providing additional education and retraining as needed. Makes corrections according to department procedures. ​​    Partners with information technology for software testing and upgrades. Troubleshoots computer system issues, collaborates with optimization to submit requests for enhancements. ​  Collaborates with Leadership, Risk Management, Legal and other appropriate departments to respond to questions and/or issues.  ​  Minimum Job Requirements Education ​​High School degree required. ​Health Information Management or related field​​ Certification / Registration / License Experience ​3 year's experience in a healthcare setting required, typically within HIM, compliance, quality or clinical settings. Knowledge / Skills / Abilities Ability to work independently and make decisions with minimal supervision using critical thinking skills, while maintaining quality and productivity standards.  ​  Proficient computer and keyboarding skills with the ability to adapt to and accurately work with new technology and artificial intelligence.  ​​  Ability to create and promote a culture of inclusivity and engagement in which teammates differences are embraced and leveraged to strengthen team effectiveness and efficiencies​    Strong customer service, interpersonal and communication service skills such as active listening and presenting. Ability to give and receive constructive feedback and take personal ownership for success.​    High attention to detail and accuracy with frequent interruptions and ability to prioritize workload under in a fast-paced environment with time constraints. .​    Strong ethical skills to handle confidential information with integrity.  Awareness and understanding of cyber security risks and proper reporting thereof.​    Ability to make decisions with minimal supervision while maintaining quality and productivity standards.   ​    Ability to read and comprehend medical terminology, human anatomy, and disease processes, and/or state and federal regulations related to HIPAA and release of medical information.​  Physical Requirements and Working Conditions This position may require travel, therefore, will be exposed to weather and road conditions. ​​   Operates all equipment necessary to perform the job.​   Exposed to a normal office environment.​  Preferred Job Requirements Education Preferred Certification / Registration / License (RHIT) or (RHIA) OR (MLS) - Medical Laboratory Scientist OR (MLT) - Medical Laboratory Technician OR (MT) - Medical Technologist. Applicants currently enrolled in a program for Health Information management degrees with AHIMA issued micro credentials may also be considered.   Experience Knowledge / Skills / Abilities All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation - Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training - Premium pay such as shift, on call, and more based on a teammate's job - Incentive pay for select positions - Opportunity for annual increases based on performance Benefits and more - Paid Time Off programs - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability - Flexible Spending Accounts for eligible health care and dependent care expenses - Family benefits such as adoption assistance and paid parental leave - Defined contribution retirement plans with employer match and other financial wellness programs - Educational Assistance Program About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary Schedule: Shift will be 9:30AM to 6:00PM CST or 10:30AM to 7:00PM ET. As a Care Management Associate you will be supporting comprehensive coordination of medical services including Care Team intake, screening and supporting the implementation of care plans to promote effective utilization of health services service. Promotes/supports quality effectiveness of Healthcare Services. Position Responsibilities: - Responsible for initial review and triage of Care Teams tasks. - Identifies principle reason for admission, facility, and member product to correctly apply intervention assessment tools. - Screens patients using targeted intervention business rules and processes to identify needed medical services. - Make appropriate referrals to medical services staff and coordinate the required services in accordance with the benefit plan. - Focuses solely on phone-based support, assisting members and providers with benefit questions, resolving concerns, and offering guidance in a timely and professional manner. - Identifies and refers outlier cases (e.g., Length of Stay) to clinical staff Identifies triggers for referral into Aetna's Case Management, Disease Management, Mixed Services, and other Specialty Programs. - Utilizes Med Compass and Aetna systems to build, research and enter member information as needed. - Support the development and Implementation of Care Plans. - Coordinates and arranges for health care service delivery under the direction of nurse or medical direction in the appropriate setting at the most appropriate expense by identifying opportunities for the patient to utilize participating providers and services. - Promotes communication, both internally and externally to enhance effectiveness of medical management services (e.g., health care providers, and health care team members respectively). - Perform non-medical research pertinent to the establishment, maintenance and closure of open cases. - Provides support services to team member. - May assist in the research and resolution of claims payment issues - Supports the administration of the hospital care, case management and quality management processes in compliance with various law and regulation, URAQ and/or NCQA standards, Case Management Society of America (CMSA) standards where applicable, while adhering to company policy and procedures.. - Hours of Operation Training and Work schedule will be between the hours of 8:00 AM-8:00 PM ET, 8-hour shift between this timeframe within your designated time zone. - Note: This shift will be a later shift working 10:30AM to 7:00PM ET. Required Qualifications - 2-4 years of experience within the healthcare field, medical/health setting, medical billing and coding. - Experience in call center or customer service environment. - Ability to work independently, meeting deliverables and deadlines with demonstrating and outgoing, enthusiastic and caring presence telephonically. - Demonstrates ability to meet daily metrics a with speed, accuracy and a positive attitude and strong written and oral communication skills. Preferred Qualifications - Researching information and assisting in solving problems - Adheres to Compliance with PM Policies and Regulatory Standards - Maintains accurate and complete documentation of required information that meets risk management, regulatory, and accreditation requirements. - Protects the confidentiality of member information and adheres to company policies regarding confidentiality - Demonstrated ability to handle multiple assignments, accurately, and efficiently. - Knowledge of Medical Terminology. Education - High School Diploma or G.E.D. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $18.50 - $42.35 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: - Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. - No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. - Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 03/30/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.