• Attend new client implementation meetings with external partners to discuss eligibility requirements and protocols • Recommend eligibility file formats to external partners and coordinate receipt and processing of eligibility data • Acting as a healthcare data subject matter expert on Eligibility guidelines and Electronic Data Interchange (EDI) protocols • Serving as a point of coordination for member eligibility issue identification and issue resolution with internal teams and external partners • Identify and triage eligibility issues and support the resolution of all errors related to transferring, loading, and management of eligibility data • Proactively monitoring system status and eligibility data to quickly identify potential abnormalities that might impact quality and accuracy • Ensuring that all issues and errors are resolved using designated operating standards and within defined service levels • Assist with the validation of eligibility data integrity through regular audits and reconciliation processes • Ensure accurate and timely entry of group/plan structure determinations for benefits and enrollment

• Based on clinical project requests, works with requestors and users to understand, and document current workflow with an eye toward proposed future workflows optimized for any planned application changes. • Presents recommended system enhancement opportunities and creative technical solutions for clinic-related scenarios. • Using analytical evaluation skills, identifies, proposes, builds, and demonstrates prototypes of application configuration options for review and approval by project requestors. • Creates test scripts, timelines, and plans for application and workflow changes. Performs actual testing of clinical information system configuration and processes, including testing across applications and/or the testing of the application configuration of other analysts. Coordinates and participates in testing of application changes. • Monitors, investigates, troubleshoots, and resolves incoming tickets. Serves as a liaison between users and vendors. • Mentors and help develop Associate and Intermediate level Epic Analysts. • Monitor and troubleshoot Epic Interface error work queues. • Collects, interprets, and documents specifications required to develop new and revise existing software applications including integrating with Epic Radiant

• Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system. • Troubleshoot and resolve common technical issues related to hardware, software, network connectivity, and peripherals. • Assist with basic software installations, updates, and patches. • Support client onboardings by creating new user accounts and spin up their VMs. • Intake, work, and manage support tickets in AutoTask ticketing system, ensuring issues are addressed and resolved promptly. • Identify complex issues that cannot be resolved at the Tier 1 level and escalate, while ensuring smooth communication with the client and appropriate hand-off. • Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions for future reference. • Provide timely updates to clients on ticket status and resolution progress. • Maintain a positive, professional attitude during all client interactions. • Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips.

• Investigating security incidents and determining their root causes • Reviewing incidents escalated by Tier 1 analysts • Using threat intelligence to assess alerts, threats and potential incidents in depth • Monitoring systems and events across different operating systems (Windows, macOS, Linux)