Overview

Opening available for Senior Operations Engineer, Enrollment Management at Cotiviti, Inc. in South Jordan, UT:

Responsibilities

Works primarily with enterprise customers with the Edifecs Enrollment Management Solution, proactively assisting them with post-sales installation, configuration, upgrade, troubleshooting and day to day operational management. Responsibilities include taking a proactive leadership role working with the Engineering team and Customers to triage and resolve highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs Enrollment Management Solution. In addition to working with customers, the Sr. Operations Engineer, Enrollment Management routinely partners with our Development, Sustaining Engineering and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful. Specific job duties include: Manage end to end operations for Edifecs Enrollment Management (ENR) SaaS solution instances including deploying upgrades, making configuration changes, managing day to day submissions operations, building custom tools and utilities, creating ad hoc reports / queries. Provide technical support to enterprise clients related to technical and operational aspects of the ENR solution. Partner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions related to the ENR solution. Analyze ENR solution and database performance, identify bottlenecks and provide fix/ report to the development team for a fix. Provide workarounds or temporary fixes to the client to avoid disruption to enrollment file processing. Create and provide ad hoc reports based on need to support the client operations. Proactive management of enrollment file processing and delivery, and reactive management of customer reported cases / issues. Plan and provide assistance to customers during Open Enrollment Period (OEP) for different lines of business including Health Insurance Exchange, Medicaid, Medicare and Commercial, to ensure timely delivery of files at optimum size as per customer’s expectations. Monitor the end-to-end process of enrollment files and identify areas of improvement. Develop and implement enrollment process automation to reduce manual intervention and improve operational efficiency. Improve the overall quality of enrollment process by regularly monitoring various types of failures and implementing corrective actions to reduce failures by working with the customer and internal Product and Engineering teams. Deliver a consistent, responsive and satisfying customer experience with each contact. Collect all necessary problem details from customers to be able to effectively see the problem to resolution. Successfully reproduce customer issues in a controlled test environment. Follow standard operational procedures for case management. Continuously improve troubleshooting skills, ENR solution expertise, and knowledge on related technical topics. Update knowledge base / create reusable documents, originating from patterns observed during customer issue troubleshooting. May need to work in a shift that gets scheduled between 5 AM and 6 PM local time. May need to provide weekend on-call support based on internal roster. Telecommuting from anywhere in the U.S. available. Company headquarters located at 10701 South River Front Pkwy, Suite 200, South Jordan, UT 84095.

Qualifications

Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or related field. A foreign degree equivalent to a Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or related field is acceptable. Three (3) years of experience in any occupation in which required skills were gained. Work experience to include 3 years of experience in product support in the healthcare technology industry, including: 3 years of experience implementing and operating Java stack-based enterprise applications; 3 years of experience supporting commercial off the shelf enterprise products in the healthcare industry; 3 years of experience in healthcare enrollment process in Health Insurance Exchange or Medicare or Medicaid or Commercial line of business; 3 years of experience working with the following underlying technologies: Java, JMS, SQL Server/ Oracle, Web/Application Servers like Apache Tomcat/ IBM WAS; 3 years of experience working with at least one integration or ESB software such as Edifecs XEngine Server, TIBCO EMS, IBM WebSphere suite, WEB methods, MuleSoft, InterSystems Ensemble; 3 years of experience deploying and supporting high transaction volume applications on AWS; 3 years of experience working with SOAP and REST based web services; 3 years of experience troubleshooting performance problems that may have many underlying causes such as Disk, Database, Network, Messaging and other platform / 3rd party solutions; 3 years of experience troubleshooting problems in java-based applications using opensource tools / JDK tools such as JSTACK, VISUALVM, JCONSOLE, JMAP, and similar tools to identify memory issues, deadlocks, application performance; 3 years of experience working with non-Windows operating system (such as Linux, HPUX, AIX); 3 years of experience working with EDI Standards such as X12, EDIFACT, HL7, NCPDP and HIPAA transactions; 3 years of experience working with code or scripting developments to solve business problems; and 3 years of experience working with various network and internet technologies and communication protocols, such as TCP/IP, sFTP, HTTP, AS2. Experience may be gained concurrently.

Base compensation ranges from at least $79,955. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti.

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