Support Analyst, DPS

ow will this role have an impact?

The Diagnostic and Preventive Services (DPS) Provider Support team is responsible for enabling the successful execution of diagnostic tests completed as part of Signify’s In Home Health Evaluation business. The Support Analyst function consumes, classifies, determines prioritization, and resolves a myriad set of issues ranging from real-time technical, training, and supply procurement issues. The Support Analyst will own ensuring test delivery equals compliant completion, with specific emphasis on determining and coaching the levers that qualify passing coding for each specific product within our DPS suite of offerings, many of which are in various stages of evolution and launch. A DPS Support Analyst will discern and select for leverage, a variety of reporting and tools to troubleshoot and resolve product support issues. They will isolate focus trends to inform and drive collaboration with Product Managers, Technical counterparts, Client Success and Clinical Leadership to deliver more efficient execution of activities in order to improve the provider, client and health plan member experience, while driving forward the evolving vision for Signify Health’s DPS offerings. This role will meet our providers virtually in the field in their times of need, and be responsible for ensuring they can focus on providing optimal care for the health plan members they serve.

This role will report directly to the Senior Manager, DPS Support.

What will you do?

• Intake provider outreach, a suite of reporting and analytics, and other methods of work delivery to make critical decisions around prioritization of issues, needs, and opportunities; with the ability to decipher timing against urgency
• Contribute to the establishment and maintenance of comprehensive issue resolutions, solution design,and root cause analysis processes
• Confidently own a “book of business” and KPIs of each stage of resolution you own; execute against cross-departmental dependent activities and independently mitigate gaps
• Deliver an optimal provider and member experience through empathetic engagement, driven by urgency to resolve issues as quickly and thoroughly as possible
• Identify, test and resolve provider-facing product issues
• Discern and clearly document work through cases/tickets in a system of record
• Accurately complete investigation steps taken, with success measured in the accountability to their resulting outcomes, next steps and resolutions including comprehensive details of all communications
• Maintain and contribute to a comprehensive library of knowledge based documentation within a controlled document management system
• Confidently hold the position of product subject matter expert, working both up-cohort, and down with internal and external stakeholders to both address issues and recommend/implement enhancements
• The ability to decipher the correct pathways to escalate unresolved issues using thorough documentation, maintaining ownership of issue through to resolution
• Demonstrate accountability for ensuring all required response time SLAs and resolution time SLAs are met; inform and make recommendations on these SLAs as the business evolves or trends shift
• Establish and deliver provider performance reporting;conduct appropriate follow up on all coaching opportunities and technical issues
• Make critical decisions on how to improve diagnostic test completion rates, independently conduct root cause analysis on refusals;implement strategies to address issues as they’re identified, and present recommendations on how to systematize proven solutions across the DPS department.
• Create and maintain provider pay for time spent training on DPS systems, serve as the subject matter expert for automated provider pay.
• Deliver ongoing training to providers on equipment and applicable systems.
• Develop exceptional working relationships with key stakeholders at all levels across Operations, Product and Client Success
• Own, monitor and take the necessary steps to improve operating metrics trends and results
• Ability to work irregular hours as needed and be an on-call escalation point for provider issues, including on holidays and weekends
• Located in DFW metro and able to be in office

We are looking for someone with:

• Positive attitude and a willingness to go above and beyond to provide an exceptional customer experience
• Relevant experience in customer service
• Proficiency with MS Office and Google Workspace 
• Experience with cross-functional collaboration
• A strong desire for learning and professional growth
• Excellent verbal and written communication skills
• Ability to recognize, evaluate and solve complex problems, including internal and external escalations
• Understanding of key metrics and best practices for reporting and metric development
• Proven ability to prioritize with a team and advocate for priorities with other teams
• Ability to balance strong business capabilities and high business ethics with a commitment to clinical and service excellence

Education/Work Background Requirements:

• Bachelor's degree in a related field or equivalent experience
• 2+ years in a support role in a corporate communication environment of a similar size/complexity (preferred)

Role and responsibilities: You will be cross-trained across all of our Labs and Products that clinicians perform in the field and will be responsible for quickly solving issues they might experience in the field. Common issues that you will be solving for:

• Login Issues
• Device technical issues
• Clinician coaching
• Error codes

As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members’ needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make health care more personal, convenient and affordable.

The base salary hiring range for this position is $21.00 to $31.14. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.  

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.