Solutions Analyst, CRM, Remote

Aledade Plus (A+) offers innovative care programs, campaign support, and revenue services to help practices succeed with their complex patients, quality goals, and financial health.

A+ Solution Analysts are responsible for implementing, configuring, optimizing, and supporting a technology stack that supports Aledade’s partnership services for practices, including care management systems (e.g.

EHR), patient engagement technologies (e.g.

CRM and telephony systems), and revenue cycle operations.

As a Solutions Analyst, you’ll report to and be mentored by the EHR & Informatics Lead on the A+ Product Team.

A+ employs a technology stack composed of both externally-sourced and internally developed systems.

Your day may involve troubleshooting a complicated issue, exchanging data with vendors, working closely with operational counterparts on workflow design, and consulting on new product development with engineering teams.

Expertise in various aspects of technology and communication skills will be crucial to success in this dynamic position.

We are specifically seeking a Solutions Analyst to work closely with call center and clinical outreach teams to configure, build, and support workflows for patient outreach in our CRM platform and related systems, across a number of patient engagement programs and navigation services.

Your customers will include A+ call center operations and a number of related partners serving Aledade’s primary care network.

We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home within the US or from our offices in Durham, NC; New York, NY; Austin, TX; or Bethesda, MD

Primary Duties:

Manage configurations and change requests for current systems and future technology.

Assist in the development of processes to streamline workflows.

Assist with initial development of system integrations, implementations, and provide ongoing support for our implementation process in which our team deploys a variety of point of care technologies.

Develop expertise in various third-party applications to become a leading Subject Matter Expert (SME)

Minimum Qualifications:

Bachelor’s degree in a computer-related field, or equivalent experience.

5+ years direct experience configuring and managing software

2+ years experience defining implementation best practices, playbooks, workflows, and self-guided support assets

2+ years experience gathering technical requirements and engaging with stakeholders and cross-functional partners.

2+ years experience handling intricate workflows and processes, and understanding their susceptibilities to system modifications, app upgrades, or improvements.

Preferred Qualifications

Proficient in constructing workflows using Edify, Twilio Studio, Twilio TaskRouter, RingCentral Workflow Builder, or comparable VOIP technologies.

Experience with creation and version control of technical documentation and system diagrams.

Familiar with Jira and/or other project management tools (Monday.com, etc.).

Previous EHR/PM experience (Athena, eCW, Epic, Cerner, etc.).

Intermediate understanding of telephony and IVR technology integrations and related telecommunications devices, networks, software, and systems.

Key competencies encompass fostering and upholding relationships with team members, vendors, strong organizational abilities, critical thinking, problem-solving, keen attention to detail, and proficient writer and verbal communication.

Proven ability to analyze and synthesize data to develop sound conclusions.Understanding an API and the ability to work with stakeholders to troubleshoot and debug technical issues.

Focused on results, must prioritize and manage multiple projects effectively in a fast-paces, dynamic environment while staying aligned with key goals.

Goes beyond their team and actively contributes to enhancing Aledade as a whole (engagement in diversity and inclusion efforts, cultural initiatives, facilitating training sessions, leading roundtable discussions, etc.).

Highly motivated mindset to explore, test, and implement new technology.

Full Time