• Performs routine healthcare information system and application support • Utilizes analytical skills and experiences to investigate or escalate support issues • Resolves incidents and service requests • Assists in the creation and maintenance of training documentation • Incorporates appropriate presentation techniques to support and/or lead training sessions • Researches, analyzes and makes recommendations for application workflow improvements • Creates and analyzes reports created using multiple reporting mechanisms • Gathers, analyzes, designs, develops, modifies, tests, implements, evaluates, and maintains information technologies to support business needs • Promotes and participates in a team approach • Works with other departments and outside vendors

• Be dynamic and proactive; • Have communication skills to interact with internal teams to investigate and resolve issues and with application users to understand requests; • Be resourceful and bring good ideas to apply temporary workarounds for production issues, restoring operations with the urgency required by the business; • Be eager to identify and resolve root causes, preventing known issues from recurring and ensuring continuous operational improvement; • Seek opportunities for improvement in both small and large actions, ensuring the support team’s time is spent on value-added activities rather than repetitive tasks; • Provide N3 support.

• Assist internal and external customers with technical support and assistance regarding electronic billing software needs • Machine Readable File and Shoppable Services Support • Eligibility Verification Support for use with RCM or another Third Party EHR • Good Faith Estimate Letter creation and modifications • PLE Profile modeling and review • Answer incoming call queue and monitor a manual support queue • Research and special projects assigned by management • Assist customers with ongoing support and troubleshooting for eligibility and Patient Liability Estimator applications

• Provide Level 2 support, resolving production errors and troubleshooting customer issues. • Design, write, modify, and debug CSG product applications; perform basic bug fixes. • Perform application health checks, monitor performance, and establish backup/recovery procedures. • Perform release promotions (development to UAT/Production) and support builds using Jenkins/CI tools. • Conduct bug verification, release testing, and beta support for assigned products. • Update the CSG Support Tool (tickets) and create/maintain Remedy Knowledge Management articles. • Liaise between customers and Level 4 (R&D) teams; escalate issues following established procedures. • Ensure all work meets defined SLAs (Service Level Agreements) and OLAs. • Work in shifts, on-call (24/7), weekends, and public holidays as required.