Role Description The Service Desk Administrator (Level 2) role demands a blend of patience, empathy, confidence, and exceptional customer service skills, as it involves interaction with a diverse range of businesses, technologies, applications, and personalities. This position requires a solid IT background, with a particular emphasis on network support, implementation, and providing both remote and onsite assistance. - Experience administering current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, various backup solutions, routers, firewalls, and virtual/cloud-based technologies. - Familiarity with Apple macOS and iOS. - Effective teamwork and the ability to work independently. - Understanding of managed services and their advantages over traditional break-fix environments. - Excellent communication, interpersonal, business management, time management, and problem-solving skills. - Capacity to defuse high stress situations and facilitate technical problem resolution. - Adaptability, a positive attitude, and a commitment to ongoing learning and development. Your primary responsibility will be answering a high volume of inbound phone calls from clients and performing initial troubleshooting on tickets. You will focus on resolving tickets on the first call but also be able to determine when the issue scope requires that a ticket be escalated to a Network Administrator or other support resource. Other relevant job duties as assigned. Qualifications - 4+ years of relevant experience which may include Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment. - Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.). - Previous experience providing both onsite and remote/phone support in a fast-paced, high-volume environment. - Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role. - Experience with ConnectWise, Kaseya, or other similar MSP tools and software. - Knowledge and experience working with Microsoft Office 365, Microsoft Azure, and other Cloud service offerings. - Typical working hours for the SDA are Monday through Friday, 8 am – 5 pm US Pacific Time. - Occasional evening or weekend work will be necessary. Requirements - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a permanent night shift schedule.

Role Description The Patient Services Specialist plays a vital role in ensuring timely and accurate patient access to medical services by managing the prearrival prior authorization services. This position enhances patient access to care by ensuring all scheduled medical service requests and referrals are financially cleared prior to the date of service provision through the performance of insurance eligibility validation, plan benefit verification, and any related financial clearance, prior authorization, and pre-determination processes. - Collaborate with healthcare providers, clinical staff, and various departments throughout Monument Health as well as with the patient to secure necessary authorization for services while maintaining compliance with all regulatory requirements. - Accurately verify patient insurance eligibility and benefits coverage, utilizing tools such as Electronic Health Records (EHR), add-on software, direct payer websites, and telephone or fax communications to ensure accurate reimbursement and compliance. - Assess service requests to determine the need for pre-certification, pre-authorization (procedure or medication), or referrals, and communicate effectively with relevant stakeholders to secure approvals prior to the date of scheduled services. - Maintain a strong working knowledge of various insurance payers, payer plans, and program contract requirements to facilitate appropriate insurance verification and authorization processes. - Continuously meet competency requirements to sustain the necessary skills, knowledge, and abilities for role-specific functions, while adhering to productivity and quality performance standards. - Create a positive service experience by being polite, compassionate, and professional with all internal and external customers. - Document pre-authorization information accurately in the EHR system, ensuring that services scheduled by internal and external providers meet all financial clearance criteria and have approved authorization in the time allowed by the payers and programs to prevent denial or penalty assessment. - Engage with departments and clinical staff to communicate the need for pre-authorizations or referrals promptly, working to prevent delays in patient care. May include requests for assistance with managing appeals as well as the facilitation and coordinating peer-to-peer reviews when needed. - Identify high-risk requests that may require financial assistance and counseling and assist patients by providing guidance on available resources, financial assistance, or payment arrangements. - Advocate for patients and providers by addressing challenges related to pre-authorization approvals and denials, working closely with leadership to resolve issues and ensure compliance with financial clearance policies. - Provide backup support for Patient Admissions and Registration as needed. - All other duties as assigned. - Confirm prescription coverage and coordinate prior authorization, including collecting and submitting required clinical documentation (i.e. provider notes, labs and treatment history). - Stay up to date on patient assistance programs and guide patients through required application documentation. - Coordinate with providers and nursing staff to obtain required signatures and documentation from patients and providers. - Serve as a patient advocate by regularly communicating with pharmaceutical companies, providers and patients. - Act as primary contact for patient inquiries about medication authorizations and assistance programs. - Monitor assistance medications to ensure timely delivery and continuous patient access. - All other duties as assigned. Qualifications - Education - High School Diploma/GED Equivalent in General Studies - Preferred Experience - 1+ years in Health Care Services, Customer Service, Patient Scheduling, Patient Billing Experience - Preferred Education - Associates degree in Healthcare Related Field Requirements - Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. - Sedentary work involves sitting most of the time. - Possible exposure to blood, bodily fluids, or tissues. Benefits - Supportive work culture - Medical, Vision and Dental Coverage - Retirement Plans, Health Savings Account, and Flexible Spending Account - Instant pay is available for qualifying positions - Paid Time Off Accrual Bank - Opportunities for growth and advancement - Tuition assistance/reimbursement - Excellent pay differentials on qualifying positions - Flexible scheduling

• Receives inbound phone inquiries from requesters regarding STAT medical records. • Answers questions regarding status of the request. • Ensures that calls are answered promptly and courteously within prescribed standards and metrics. • Monitor fax queues and process the medical records request within the clients required time frame. • Works with Supervisor to escalate complex elevated issues. • Maintains and ensures positive relationships with clients (hospitals) and requestors of ROI (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, and others). • Maintains strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as facility requirements and nuances. • Participates in weekly customer service meetings to assess, discuss, and analyze trends, training opportunities, skill enhancement and client/requester issues. • Access and navigate through multiple EMR(s) systems to check status of inbound phone inquiries from requesters. • Performs other duties as assigned by management.

Role Description The Senior Applications Administrator will be responsible for the technical design, planning, implementation, administration, and maintenance for assigned applications. - Work with leadership to develop technical solutions that satisfy the business needs of the department. - Mentor Application Administrators. - Work with System Administrators and Application Analysts to perform day-to-day support, administration, and maintenance of production, test, and development application platforms. - Configure and manage application usage, data integrity, and system software release levels. - Work with application vendors for configuration, enhancement requests, and support escalations. Qualifications - Bachelor’s degree in Information Technology or related field required. - At least five years of application administration experience. - Proven fault identification and analysis skills. - Critical thinking and ability to troubleshoot technologies. - Operations experience supporting applications deployed in a multi-server environment. - Information Technology Infrastructure Library (ITIL) certification preferred. Requirements - Remote position, must be located in WI, SD, MN, Upper Michigan, or ND. - Perform functions supporting clinical research operations and regulatory compliance. - Provides administration, configuration, troubleshooting, and development support for REDCap utilized by researchers and clinical teams for data collection, study workflows, and regulatory reporting. - Support and maintain our Clinical Trials Document System, which is integral to managing trial documentation, compliance requirements, and audit readiness. - Support regulated research activities for accuracy, security, and availability. - Preferred: Knowledge of research workflows, compliance requirements (e.g., IRB, HIPAA). - Preferred: Knowledge of REDCap. Benefits - Compensation: Salary Range: $32.50 - $52.00. - Pay starts at $32.50 and increases according to years of applicable experience. - Union Position: No.