Title: Applications Systems Analyst II - EHRA Location: 3700 Wake Forest Road Wake Job Description: Agency Department of Information Technology Division Chief Deputy SCIO Job Classification Title Applications Systems Analyst II (NS) Position Number 60087463 Grade DT09 About Us The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet. Description of Work Salary Range: $81,504 - $122,256 The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act. This position may be eligible for hybrid remote work in accordance with state policy and the agency’s remote work program but does require weekly onsite work. Are you ready to take the next step in your career? We currently have an opening for an Applications Systems Analyst II. The Application Systems Analyst II role at NCDIT involves supporting ServiceNow-based technical solutions and services. As an administrator, you will collaborate with developers, business analysts, stakeholders, and project managers to provide analysis, platform administration, coding, design, configuration, testing, implementation, and support for software solutions. These solutions must align with business and IT strategies and adhere to the organization's architectural standards. Key Responsibilities: • Collaborating with business analysts, IT teams, and end-users to gather and document requirements for new ServiceNow functionalities. • Administering the ServiceNow platform to ensure a robust and secure environment. • Working closely with the Platform Owner, other members of the ServiceNow team, and software vendors to plan and implement enhancements and upgrades to software applications, infrastructure, and services. • Engaging in the entire development process, including specification, workflow analysis, workflow diagrams, data modeling, troubleshooting, documentation, and quality assurance. • Analyzing, designing, coding, troubleshooting, testing, implementing, maintaining, and supporting ServiceNow applications and associated system reports. • Possessing the skills and knowledge to create seamless integrations between ServiceNow and other systems for efficient and effective IT service delivery, using various integration options including REST web services. • Researching and staying informed about technological changes and collaborating with team members to determine their impact and integration with existing application and service standards and architectures. • Reviewing existing functionality and processes to identify areas for improving scalability and performance. • Understanding business functions and system needs to develop, implement, and support solutions that meet business specifications. • Providing technical support by troubleshooting issues from customers across technical and functional teams. • Working closely with DIT and other agency customers to address concerns, gather requirements, provide guidance on best practices and shared policies, and coordinate changes and maintenance activities. • Creating and working with complex database queries to generate reports that support business customers. About the Division: The Department of Information Technology Services (DIT) Enterprise Applications team is responsible for the enterprise applications platforms used to provide services to all state agencies, personnel and citizens; which includes ServiceNow, Office 365, Electronic Digital Signature, Content management, Database and Middleware Services, and others in this growing area of business. The areas supported by Enterprise applications team include ITSM, ITAM, HRSD, Office 365, Electronic Digital Signature, Content management, Collaboration Tools, Business Intelligence, Operational Intelligence and others in these growing areas of business. The team mission is to provide secure, responsive, agile, and cost-efficient services to our customers, enabling them to better serve the citizens of North Carolina. ServiceNow team within the DIT Enterprise applications is responsible for maintaining and administering the ServiceNow platform that is used by DIT and other state agencies as well as automate and aid in automation of business tasks to deliver IT services in an efficient and effective manner. Knowledge Skills and Abilities/Management Preferences The following Management Preferences are not required, but applicants that possess these skills are preferred: • Demonstrated experience performing application development in a large-scale software environment including requirements gathering, applications analysis and design, feasibility analysis, cost analysis construction, implementation, testing, debugging and documentation. • Demonstrated experience working with and configuring one or more of ServiceNow suite of applications such as ITSM (incident, problem, change and knowledge management), HRSD, CSM or any ServiceNow application. • Demonstrated experience creating integrations between large IT systems like ServiceNow and other systems using REST and other technologies. Discover why NCDIT is the ideal destination for your professional growth - Why Work for NCDIT Minimum Education and Experience Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details. Bachelor's degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and two years of experience in business application consulting or development OR Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in application consulting or development OR High School or General Educational Development (GED) diploma and six years of experience in business application consulting or development; or an equivalent combination of education and experience EEO Statement The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Ensure accurate and timely billing by submitting clean claims, reviewing and resubmitting denied claims, and verifying insurance eligibility. Collaborate with teams to resolve billing issues and maintain detailed accounts receivable reporting.

Provide operational support for federal audits and compliance activities, track auditor requests and documentation, maintain audit logs, and assist in preparing responses to auditor inquiries while ensuring adherence to federal policies.

Title: Quality and Training Analyst - FT - Days - DIO - Hybrid Eligible Location: Hybrid within Florida Work Type: Hybrid, Full Time Salary: JR-20358 Job Description: At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience. Summary: Responsible for overseeing the contact center's quality and performance standards, alongside developing, and implementing comprehensive training programs. Understand all aspects of call quality, customer service, and internal and external compliance requirements, to ensure new hire and ongoing curriculum is driving performance and quality. This multifaceted role entails monitoring interactions, analyzing quality trends, and identifying training needs to enhance agent performance. Responsibilities: Provide management with regular agent performance feedback, coaching agents to fill performance gaps found in audits, and advising management for any type of auto-fail call or agent phone behavior that does not support the culture.Serve as a subject matter resource to team members, supervisors, and management staff on quality measures, protocols, and customer service expectations. This role should be adept at taking calls and scheduling patients for all service lines the department handles.Create, maintain, and track reports regarding performance utilizing the Quality Monitoring and Management system. Monitor inbound and outbound calls for measuring service skills, adherence to internal processes and scripting, and quality of customer service provided.Work closely with contact center leadership to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement. Collaborate with applicable business units/areas to establish course specifications, prerequisite skills, and knowledge for trainees, assessing the effectiveness of training and creating action plans for improvement.Assist with the development of quality assurance processes, supporting and suggesting improvements to meet the highest level of patient experience. Conduct evaluations utilizing departmental quality monitoring forms, utilizing Speech Analytics tool, and recorded Omni Channel media for assessment.Use existing training content to coordinate, develop, design, and maintain team and individual training materials for the contact center end-user, ensuring customer satisfaction metrics are met. Stay abreast of trends in adult learning techniques, customer service, and contact center-focused training programs.Analyze and identify quality performance trends at the agent and department levels, including root cause analysis and recommendations for error reduction and process improvement. Prepare and analyze quality reports for management review.Develop training programs designed to give newly hired employees the skills to be successful in the role, including systems, customer service soft skills, and department processes and procedures. Maintain a strong understanding of end-user workflows and Epic application module functionality to teach end-users and ensure proper system usage.Assist management in the formation of department goals. Participate in the development of documents to drive quality improvement, including the design of quality monitoring forms and standards, as well as updating processes, procedures, guidelines, and training materials. Coordinate training materials for end-users for new releases, partnering with the Workforce Management Team to schedule appropriate contact center resources. Competencies: ACCOUNTABILITY, ACCURACY, ANALYSIS AND DECISION MAKING, CONTENT PRESENTATION AND DELIVERY, CUSTOMER SERVICE, HIPAA, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, TEAM WORK Education and Certification Requirements: Bachelors: Business Administration (Required) Additional Job Information: Complexity of Work: Requires proficiency in Microsoft Suite, critical thinking, effective communication, decisive judgment, and the ability to be flexible and work independently in a high-pressure, rapidly changing environment. Skilled in building and maintaining positive relationships with staff, offering constructive feedback and coaching for agent success. Specialized knowledge in business operations, including data analysis and solutions implementation to meet organizational goals and quality standards. Strong leadership capabilities, excellent influence skills, and a strategic perspective aimed at fostering collaborative relationships. Required Work Experience: Minimum of three (3) years’ experience in a call center, including classroom training facilitation, instructional design, and application of adult learning methodologies. Proficient in learning management systems and curriculum development. Experience in Quality Assurance, proficient in statistical reporting and analysis using tools such as spreadsheets, graphs, and flowcharts.Degree Equivalency: Associate’s degree plus six (6) years of experience or a High School diploma plus eight (8) years of experience in a call center environment or related experience. Other Information: Epic certification and/or experience preferred. Innovative and strategic management capabilities preferred. Working Conditions and Physical Requirements: - Bending and Stooping = 40% - Climbing = 20% - Keyboard Entry = 60% - Kneeling = 40% - Lifting/Carrying Patients 35 Pounds or Greater = 20% - Lifting or Carrying 0 - 25 lbs Non-Patient = 60% - Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 40% - Lifting or Carrying > 75 lbs Non-Patient = 20% - Pushing or Pulling 0 - 25 lbs Non-Patient = 40% - Pushing or Pulling 26 - 75 lbs Non-Patient = 40% - Pushing or Pulling > 75 lbs Non-Patient = 20% - Reaching = 40% - Repetitive Movement Foot/Leg = 0% - Repetitive Movement Hand/Arm = 60% - Running = 0% - Sitting = 60% - Squatting = 40% - Standing = 60% - Walking = 60% - Audible Speech = 60% - Hearing Acuity = 60% - Smelling Acuity = 0% - Taste Discrimination = 0% - Depth Perception = 60% - Distinguish Color = 60% - Seeing - Far = 60% - Seeing - Near = 60% - Bio hazardous Waste = 20% - Biological Hazards - Respiratory = 20% - Biological Hazards - Skin or Ingestion = 20% - Blood and/or Bodily Fluids = 20% - Communicable Diseases and/or Pathogens = 20% - Asbestos = 0% - Cytotoxic Chemicals = 20% - Dust = 60% - Gas/Vapors/Fumes = 20% - Hazardous Chemicals = 20% - Hazardous Medication = 20% - Latex = 20% - Computer Monitor = 60% - Domestic Animals = 20% - Extreme Heat/Cold = 0% - Fire Risk = 0% - Hazardous Noise = 20% - Heating Devices = 0% - Hypoxia = 0% - Laser/High Intensity Lights = 20% - Magnetic Fields = 20% - Moving Mechanical Parts = 20% - Needles/Sharp Objects = 0% - Potential Electric Shock = 20% - Potential for Physical Assault = 0% - Radiation = 20% - Sudden Decompression During Flights = 0% - Unprotected Heights = 0% - Wet or Slippery Surfaces = 20% Shift: Primarily for office workers - not eligible for shift differential Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification. Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process. Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity. Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law. We are proud to offer Veteran’s Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.