Operations Analyst, Technical Products

Company Description
Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

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

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

Qualifications
Minimum Qualifications:

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

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
All your information will be kept confidential according to EEO guidelines.
Technical Requirements (for remote workers only, not applicable for onsite/in office work):
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.
Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.