Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.
What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.
If you share our passion for changing healthcare so all people can live healthy, brighter lives – apply to join our team.
The Desktop Support Specialist - CRM Admin position will be primarily responsible for support of Microsoft Dynamics 365 CE (CRM) for the organization via our internal service desk. This individual will be responsible for reviewing escalated incidents and work with Bright Health team members to resolve their concerns. It is the responsibility of this individual to review all incoming/escalated support requests regarding Microsoft Dynamics 365 CE (CRM) and process them in a timely manner according to applicable SLA’s. This individual is responsible for maintaining tickets within the Bright Health ticket system and may be required due to future business needs to take part in an on-call rotation to provide world class support to our Bright team members. This individual serves as a member of the Service Desk team which is part of the broader End User Technology team. As a team we provide IT services and support for all Bright Health employees. Our client is the Bright Health employees, and you will be a part of the team that is the first line of support for overall success. As a department we have a philosophy of all hands-on-deck. We do not shy away from small tasks that often happen behind the scenes.YOUR RESPONSIBILITIES
Review and respond to all incoming/escalated tickets in accordance to SLA via phone/email/chat/screen share
Work on problems of diverse nature where logical evaluation and judgement are required
Work with product and engineering teams to properly escalate items as needed
Documentation – create and revise documentation within IT knowledge base
Provide regular feedback to Service Desk Manager on areas for improvement, identifying ticket trends, and making suggestions for future service desk enhancements
Report software issues and communicate with the development team
Instruct end users best practices and system usage
EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE
Bachelor or Associate degree (Ideally in Technology or Security), or relevant work experience
Minimum 5-7 years’ experience working with and providing technical support to End Users
Strong troubleshooting and problem-solving skills
Collaborate with other IT functional teams as needed (e.g., Infrastructure, Security, Change Management). Work with the broader IT team and external partners/suppliers on problem management.
Experience with triaging web applications and gathering debug information from web browsers
Previous experience with Microsoft Dynamics 365 CE or another (CRM) is preferred, but not expected.
Basic knowledge of how Dynamics 365 can integrate with other products within the Microsoft Stack (e.g., Outlook, Sharepoint) preferred, but not expected
Demonstrated ability to take ownership and manage technical projects within a team environment to assist with advancing the greater End User Technology Team goals
A can-do, positive attitude
Ability to learn new technologies and applications on your own skills in critical thinking, problem-solving, and the analysis, interpretation, and evaluation of complex information
Outstanding communication skills as well as proficiency in interpreting results and formulating recommendations/action plans about technical issues.
Develop and conduct training and documentation
Certification in Dynamics 365 preferred but not mandatory
We’re Making Healthcare Right. Together.
We are realizing a completely different healthcare experience where payors, providers, doctors, and patients can all feel connected, aligned and unified on the same team. By eradicating the frictions of competing needs, we are making it possible to give everyone more of what they want and deserve. We do this by:
Focusing on Consumers We understand patient pain points, eliminating complexity while increasing transparency, for greater access and easier navigation.
Building on Alignment We integrate and align individual incentives at all levels, from financing to optimization to delivery of care.
Powered by Technology
We employ our purpose built, integrated data platform to connect clinical, financial, and social data, to deliver exceptional outcomes.
As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.