Operations Analyst, Technical Products

Company Description

Privia Health elevates the patient-provider relationship by delivering tools, talent, and technology built to transform healthcare. Our proven, physician-focused platform is designed to reduce unnecessary costs, achieve better outcomes, and improve patient health and provider well-being.

Job Description

The Operations Analyst, Technical Products will play a key role in ensuring our technical products are performing optimally and meeting our service level expectations. The ideal candidate enjoys delighting customers by solving problems.  This person will have the responsibility for ensuring that customer problems are reviewed, triaged, and resolved or escalated in a timely fashion.  Excellent written and oral communication skills are a must, to keep customers informed,  to effectively handle challenging customer situations, and to communicate the resolution of the problem. This role is a critical player in the support and continuous improvement of our enterprise platform.

Primary Job Duties:

• Provide outstanding relationship management and product support to physician practices and business stakeholders
• Support and communicate with Product Management Team, especially with respect to escalated product support concerns and communication around product releases
• Serve as a subject matter expert and product evangelist for the enterprise technology platform, primarily data management, warehousing and robotic process automation (RPA)
• Support the creation of training and educational materials for each support tier
• Utilize their technical expertise to support other Product Operations goals and initiatives 
• Own projects with minimal oversight

Qualifications

Minimum Qualifications:

• Strong technical skills - (not a developer), but  is able to investigate technical issues including strong competency in SQL and other database concepts
• Demonstrated ability to use technical support and operational data, such as support cases, reports, and ad hoc investigations, to identify, triage, and document the impact, priority, and resolution of a problem
• 1+ years of experience working on a support or customer experience team
• Bachelor’s Degree or equivalent experience preferred
• Experience with, or understanding of, “Agile” methodologies, tools and  practices
• Willing and able to solve problems without depending on others
• Able to describe typical sources of healthcare data 
• Must comply with HIPAA rules and regulations
• Demonstrated ability to manage projects independently

Colorado, New York, New Jersey, California and Washington Residents Only: The salary range for this role is $75,808.00- $82,400.00 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

Additional Information

Physical Demands:

Definition: works constantly at a computer or other workstation

• Ability to constantly remain in a stationary position

• Ability to constantly operate a computer and other office productivity machinery, such as computer and printer

• Ability to read and use close vision, including the ability to do so on a computer screen

• Ability to frequently communicate and exchange information

• Ability to frequently adjust focus

Technical Requirements (for remote workers):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Technical Requirements (for remote workers):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you