Join Aledade's mission to transform healthcare delivery as a Practice Support Specialist, where your technical expertise directly empowers medical practices to provide better patient care. In this role, you'll serve as the go-to problem solver for complex technical challenges, becoming a trusted expert that healthcare providers rely on when they need solutions that work.

You'll dive deep into sophisticated healthcare technology systems, mastering the intricacies of our platform while tackling varied, challenging issues that require real analytical thinking. Every day brings new technical puzzles to solve, from troubleshooting intricate data flows to resolving connectivity challenges that keep practices running smoothly.

This isn't your typical help desk role. You'll develop specialized expertise in healthcare data standards, work independently on complex problems, and directly impact how medical practices operate. When you solve a challenging technical issue, you're not just fixing software; you're helping healthcare providers spend more time with their patients instead of wrestling with technology. Your technical skills will genuinely make a difference in supporting practices that are working to improve patient outcomes every day.

Candidates should be comfortable working remotely/work from home anywhere within the US. This role requires working west coast hours between 9am-5pm PT.

Primary Duties:

• Assist customers with chat issues that are beyond analyst scope.
• Troubleshoot tickets that require in-depth technical assistance
• Handle multiple support issues simultaneously
• Escalate issues to the next level support to reduce resolution times
• Determine correct diagnosis (root cause of issues) and correctional procedures
• Troubleshoot or administer troubleshoot of connectivity issues that require assistance from Foundation team: SFTP and VPN connection issues
• Triage vendor reported issues
• Escalate issues to interface vendors
• Own and execute tasks that are part of a project in an initiative with supervision and direction from the initiative owner.

Minimum Qualifications:

• Minimum of four year's experience in troubleshooting Application issues in healthcare settings.
• Demonstrate competency in HL7 SIU and/or  ADT, HIPAA X12 837, or CCDA (understand basic structure of the files & translate it against the specs)
• Experience using SQL 
• Experience working with SFTP and VPN connectivity
• Demonstrate ability in time management, self task prioritization, proactive approach in resolving issues, attention to details.
• Demonstrate excellent problem solving skills.
• Demonstrate ability to communicate with stakeholders in clear and concise manner, including upward communication
• Bachelor Degree in Health Informatics, Information Technology, or related fields, 4+ years experience working in the interoperability field, troubleshooting healthcare application/data issues, or demonstrating combined competencies.

Preferred KSA's:

• Working knowledge on how to navigate Mirth interface engine

Salary Range: $75,000-$90,000 base + bonus + equity

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience.

Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners

Robust time-off plan (21 days of PTO in your first year)

Two paid volunteer days and 11 paid holidays

12 weeks paid parental leave for all new parents

Six weeks paid sabbatical after six years of service

Educational Assistant Program and Clinical Employee Reimbursement Program

401(k) with up to 4% match

Stock options

And much more!

At Aledade, we don't just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

Privacy Policy: By applying for this job, you agree to Aledade's Applicant Privacy Policy available at  https://www.aledade.com/privacy-policy-applicants