Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Role Overview
We are looking for a US Healthcare L1 Monitoring Analyst to support and monitor healthcare EDI transactions and applications. The role involves first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards.
Job Track Description:
- Experience: 3+ years in production support
- Requires formal education and relevant expertise in a technical area.
- Performs technical-based activities.
- Leading and coordinating troubleshooting calls.
- Ability to multi-task and perform a diverse mix of technical and reporting tasks, with shift hand-offs.
- Must have flexible availability as shifts are consistently and evenly distributed in this 24/7/365 service delivery environment. This is broken out into three shifts and distributed equitably amongst this dedicated team. Holiday work required.
- Strong communication skills both written and verbal.
- Requires a conceptual understanding of theories, practices, and procedures in a technical environment.
- Basic understanding of the US Healthcare system (Payer, Provider, Clearinghouse)
Responsibility Statements
- Assists in production events with L2 team by attending meetings and performing required actions.
- Collects data from internal and external customers to generate reports and operational dashboards.
- First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users)
- Provides operational support by scheduling meetings and preparing materials for leadership.
- Monitor the event alerts and notify to the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
- Monitor the availability of the Database events like DB availability, Instance availability and the space availability of disk drives and file systems.
- Monitor the Oracle Alert logs files, transaction logs and backup logs.
- Monitor the database related activities, respond calls from the Application support and developments teams.
- Monitor the backups, recovery errors, respond to the request regarding the restoration of the DB
- Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
- Performs other duties as assigned.
- Comply with all policies and standards.
- Ensure SLA compliance and timely communication during incidents
- Prepare shift handover notes and daily status updates
- Follow HIPAA and PHI compliance guidelines at all times
Primary Skills (Must Have):
- Basic understanding of the US Healthcare system (Payer, Provider, Clearinghouse)
- Knowledge of HIPAA EDI transactions 837 (P/I/D), 835, 270/271, 276/277, 277CA, 834
- Understanding of EDI acknowledgments (TA1, 999, 277CA)
- Experience or exposure to production monitoring and support
- Familiarity with ticketing tools and incident management processes
- Good verbal and written communication skills
Secondary Skills (Good to Have):
- Exposure to EDI tools such as Edifecs, IBM ITX, Sterling, Informatica
- Basic knowledge of map validation errors
- Understanding of batch schedulers (Control-M, Autosys, Cron)
- Basic SQL knowledge for transaction status checks
- Familiarity with monitoring tools (Splunk, Dynatrace, AppDynamics)
- Knowledge of healthcare business workflows (claims, eligibility, payments)
Behavioral & Work Requirements
- Willingness to work in 247 shifts
- Strong attention to detail and ability to follow SOPs
- Calm and structured approach to handling production issues
- Ability to work independently and as part of a team
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [Confidential Information]. You may also click here to access Conduent's ADAAA Accommodation Policy.
