Job Description

Job Description

Position Title: Operations Analyst – Tier 1

Location: Columbia, MD

Hours Per Week: Full-Time

Schedule will be 8:30am-5pm after training concludes onsite for 4 weeks. Training schedule is 8am - 4:30pm. Hybrid position and should plan to be onsite every Wednesday during normal scheduled hours. On-site 5 days per week for first 4 weeks, right (8am-4:30pm)? Then once training is done, will be required to go on-site just once per week on Wednesday from 8:30-5pm

Experience and Education Requirements

• Bachelor’s degree in health sciences, information systems, or a related field.
• Proficient communication skills.
• Experience with Microsoft Office, particularly Excel.
• Prior experience supporting a technology company with Tier 1 level support is preferred.
• Minimum of 2 years of relevant experience or equivalent.

Essential Duties and Responsibilities

The following duties are representative but not exhaustive

• Support interested applicants with organizational and individual onboarding processes.
• Develop knowledge of credentialing requirements to educate users and troubleshoot registration issues.
• Maintain and update participant accounts in CRM software, including activity history, contact information, and membership status.
• Collaborate with the Operations Manager to implement customer support campaigns.
• Generate CRM reports to identify participant status and utilization metrics.
• Review and regularly update operational standard procedures and user training tools.
• Analyze common trends and problems, resolving Tier 1 technical issues.
• Communicate and manage design flaws escalated to internal and external engineers.
• Recommend software and hardware changes to support the existing platform.
• Process patient opt-out requests and respond to general patient inquiries regarding the HIE.
• Provide support to the Operations Manager and Outreach Team as needed.

Qualifications

• To successfully perform this role, the incumbent must meet the following qualifications:
• Strong organizational and interpersonal skills, capable of interacting at all levels of the organization.
• High energy, flexibility, creativity, and sound judgment.
• Skilled in relationship management and effective communication.
• Excellent verbal and written communication abilities.
• Logical thinker with strong analytical and problem-solving skills.
• Ability to manage multiple tasks and meet deadlines.
• Familiarity with the Maryland healthcare industry is preferred.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status

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