ZNT | Operations Analyst – Tier 1
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Zane Networks, LLC is a staffing partner of CRISP – a non-profit that serves as a regional health information exchange (HIE) serving Maryland and the District of Columbia. ZaneNet is a leading local small business that helps organizations leverage health technology to better care for individuals and populations. Our projects often address the reduction of health disparities and urgent healthcare crises. As a staffing partner of CRISP, we employ top professionals in the fields of healthcare, technology, finance and management and we are looking for candidates who can join our team to help expand equitable access to care in the DC/MD metropolitan area.

For more information about Zane Networks, please visit: www.zanenetworks.com.

Job Summary
The primary function of the Operations Analyst is to provide Tier 1 support to all CRISP participants and interested applicants. The Operations Analyst will work within the call center and CRM software to resolve issues related to user access, portal navigation, onboarding, and general inquiries.

For more information about CRISP, please visit: https://www.crisphealth.org/


Include the following. Other duties may be assigned.

HIE Operations
Assist CRISP participants with user access, portal navigation, and other HIE inquiries
Assist interested applicants with organizational and individual onboarding
Become knowledgeable about credentialing requirements in order to educate current/future users and troubleshoot registration issues
Serve as initial liaison between HIE and a variety of healthcare organizations to assess needs and route to appropriate department
Maintain and update participant accounts in CRM software to include activity history, contact information, and membership status
Coordinate with Operations Manager to implement customer support campaigns
Create CRM reports to identify participant status and utilization metrics
Reviewing and regularly updating operational standard procedures and user training tools
Analyzing common trends/problems and solving tier one technical issues
Responsible for communicating and owning design flaws that are escalated to internal/external engineers
Recommends software/hardware changes to support existing platform
Fulfill patient opt out requests and address general patient inquiries regarding the HIE
Provide support to Operations Manager and Outreach Team

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strong organizational and interpersonal skills with all levels in the organization.
Possession and demonstration of high energy, flexibility, creativity and good judgment.
Skilled and knowledgeable in relationship management and communication
Ability to communicate effectively, both verbal and written
Logical thinker with good analytical and problems solving skills
Ability to manage multiple tasks and meet deadlines.
Familiarity with Maryland healthcare industry preferred.

Education and/or Experience
Bachelors degree in health sciences, information systems, or other related field. Proficient communication skills. Experience with Microsoft Office, especially Excel. Experience supporting a technology company with tier 1 level support is preferred

Job Type: Full-time

Salary: $40,000.00 to $45,000.00 /year


  • Bachelor’s (Required)


  • None


  • Monday to Friday


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