Healthcare IT Technical Operations Associate II

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.

The Technical Operations Associate II (L1) serves as the single point of contact for incidents and service requests, and performs first-line monitoring of production jobs, files, and batch workflows across healthcare systems. The role is responsible for ticket management, initial triage, status and file monitoring, and SLA adherence, ensuring every issue is captured, categorized, routed, and tracked to closure without gaps or delays. The L1 associate detects and reports job failures, delays, and missing files, escalating anything that requires reconciliation, reprocessing, data correction, or job-level investigation to L2.

• Monitor the ITSM tool continuously for new incidents and service requests
• Acknowledge all tickets within agreed SLA windows and confirm receipt with the requester
• Classify and prioritize tickets based on impact, urgency, and SLA
• Validate ticket completeness and obtain additional information when needed
• Perform initial categorization and assign tickets to the appropriate support group per the defined assignment matrix
• Ensure all required information is captured before routing to avoid reassignments
• Escalate tickets to L2 or the relevant resolver group based on priority, impact, or SLA breach risk per the escalation process
• Perform monitoring of scheduled batch jobs using monitoring tools, dashboards, and job trackers, per the defined runbook and processing calendar
• Track job starts, in-progress status, and completion using monitoring tools, application logs, and defined checkpoints
• Monitor inbound and outbound file transfers to confirm expected files arrive and are dispatched on schedule
• Monitor 27x real-time API transaction health and availability
• Confirm prerequisite conditions such as file availability and upstream job completion before marking a job successful
• Maintain real-time job monitoring trackers for all critical workflows
• Raise tickets for job failures, missing or delayed files, long-running or stuck processes, and API availability issues where ticket creation is not automated, providing complete details including job name, cycle, failure time, error messages, and business impact
• Route job-failure and reprocessing tickets to L2 and track them through to closure
• Follow up regularly with product teams, internal support teams, and vendors for updates
• Track and drive tickets to closure without unnecessary delays
• Maintain clear coordination across all stakeholders throughout the ticket lifecycle
• Provide timely status updates to requesters on open tickets
• Confirm resolution before ticket closure
• Respond to queries related to open incidents and service requests
• Highlight tickets nearing SLA breach and update priority when impact or urgency changes
• Ensure closure notes are accurate, complete, and linked to relevant knowledge articles where applicable
• Share periodic updates on ticket status, aging, SLA risks, and critical incidents
• Provide detailed shift handover notes covering in-progress jobs, pending validations, open incidents, and follow-ups

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

• Bachelor's degree in any discipline; IT, Computer Science, or a healthcare-related field preferred
• Minimum 2 years of experience in IT service desk, operations support, or a similar role
• Experience with healthcare platforms such as HealthEdge, Facets, or QNXT
• Experience with healthcare data formats such as EDI X12 (270/271, 276/277, 834, 835, 837)
• Experience with production monitoring tools for investigation and support
• Hands-on experience working incidents and service requests in an ITSM tool such as Jira or ServiceNow
• Good communication skills with the ability to coordinate across multiple stakeholders
• Attention to detail and ability to manage multiple open tickets and monitoring streams simultaneously
• Exposure to production monitoring tools and dashboards
• Awareness of ITIL practices or prior experience in a support center environment
• Basic understanding of healthcare workflows such as claims, eligibility, or enrollment
• Familiarity with HIPAA compliance and healthcare data security standards

Geographic Responsibility:  Remote, US

Type of Employment: Full-time, permanent 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs. 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990.  Candidates may be required to go through a pre-employment criminal background check. 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

#LI-Remote 

**The annual US base salary range for this position is $44,000 to $66,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.