Ticketing Specialist (Remote)

LOCATION: Remote - this is a home based, virtual position that operates within the hours of 8:30am-5:00pm on US Eastern Standard Time (EST). Must be willing to travel to the Asheville, NC office if needed.

GENERAL STATEMENT OF JOB

This position will hold primary responsibility for timely response to Service Now (SNOW) tickets issued by the North Carolina Department of Health and Human Services (NCDHHS). This position will ensure tickets are appropriately assigned, tracked, and updated through full resolution, provide administrative and technical support to internal Vaya staff who input information into the SNOW system, and provide updates on high priority issues to the Area Director and Chief Executive Officer, General Counsel & Chief Compliance Officer, Vice President of Regulatory Affairs, and the Regulatory Affairs Director. This position will also support the Regulatory Operations Team with preparation for external reviews and submission of documentation to NCDHHS, as needed. While this is a full-time remote position, visits to Vaya's main Asheville, NC office may be required with short notice.

ESSENTIAL JOB FUNCTIONS

Service Now (SNOW) Ticket Responsibilities:

• Coordinate and respond to NCDHHS staff to ensure tickets within the Service Now ticketing system are updated and resolved within required timeframes.
• Collaborate with Vaya Health chiefs of staff and senior management to determine ticket assignments and assign tickets as needed.
• Establish due date reminders upon assignment of tickets and follow-up with staff as needed to ensure compliance with resolution and response timeframes. Effectively manage time and prioritization of assignments.
• Develop and maintain a Service Now Ticketing system guidance document and standard operating procedures to reference for ticket assignments.
• Adhere to the standard operating procedures when communicating with staff and when escalating or resolving tickets, while ensuring a consistent approachable and positive demeanor.
• Provide technical support to Vaya Health staff regarding Service Now ticket resolution.
• Attend all NCDHHS meetings related to Service Now tickets, documenting any discussions and action items related to Vaya Health that are communicated during the meetings.
• Develop, prepare and provide recurring detailed reports and timely updates to Vaya Health leadership on high priority tickets and escalate issues not being addressed in a timely manner prior to established deadlines.
• Coordinate with the appropriate business owner to provide timely responses on tickets relating to Service Level Agreements to the Regulatory Reporting Director
• Ensure any assigned projects are completed timely and on schedule, proactively communicating any issues, concerns, or barriers to Regulatory Affairs leadership, including any concerns with NCDHHS utilization of the SNOW process (e.g., duplicate tickets, etc.).
• Coordinate with the Regulatory Affairs Manager to ensure coverage when known time off is scheduled.

Regulatory Affairs Support:

• Assist the Regulatory Operations Team with preparations for external reviews as well editing and formatting documentation to be submitted to NCDHHS as needed and during times of low-ticket volume.
• Attend NCDHHS meetings as assigned, documenting any discussions and action items related to Vaya Health that are communicated during the meetings.

Other Duties as Assigned:

• Note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

KNOWLEDGE, SKILLS, and ABILITIES

Required:

• Ability to navigate and communicate with individuals at varying levels within Vaya Health and at NCDHHS, which will include executive staff.
• Ability to review reports and other documents to gather necessary information for tickets.
• Ability to review data and information to identify accuracy and completeness.
• Ability to complete tasks in a timely and accurate manner.
• Excellent time management skills and the ability to manage competing priorities and projects.
• Effective oral and written communication skills are required, including a proficiency in grammar, punctuation, and spelling.
• Strong organizational skills with attention to detail and the ability to multi-task.
• Ability to work independently with little or no direction, demonstrate initiative, be goal-oriented, and function as a self-starter.
• Ability to problem solve and provide practical, thorough and creative solutions to work tasks.
• Ability to learn, interpret independently, and apply a variety of complex policies and procedures.
• Strong interpersonal skills, diplomacy and conflict resolution skills are essential.
• Knowledge and proficiency in Adobe and Microsoft Office products (Word, Excel, Outlook, PowerPoint, Visio, etc.), and ability to learn the proprietary ticketing system of NCDHHS.
• Demonstrate strong attention to detail, extreme precision, and meticulous accuracy for all tasks.
• Excellent written and verbal communication skills with the ability to communicate to various level of users.
• Excellent customer service skills that follow Vaya's organizational mission, vision and values.
• Strong knowledge of state and federal rules, requirements and practices related to Vaya Health's operations in North Carolina.

Preferred:

• Experience in editing and formatting documentation.

EDUCATION & EXPERIENCE REQUIREMENTS

High School Diploma or GED required. Associate degree in Data Management/Business/Administrative preferred. Must have two years of experience in service desk support/ticketing system/project management in a healthcare setting.

PHYSICAL REQUIREMENTS

• Close visual acuity to perform activities such as preparation and analysis of documents; viewing a computer terminal; and extensive reading.
• Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists, and fingers.
• Sedentary work with lifting requirements up to 10 pounds, sitting for extended periods of time.
• Mental concentration is required in all aspects of work.

RESIDENCY REQUIREMENT: The person in this position must reside in NC, SC, GA, TN, VA, MD, or FL. NC residency is preferred. Must be willing to travel to the Asheville NC office if needed.

SALARY: Depending on qualifications & experience of candidate. This position is non-exempt and is eligible for overtime compensation.

DEADLINE FOR APPLICATION: Open Until Filled

APPLY: Vaya Health accepts online applications in our Career Center, please visit https://www.vayahealth.com/about/careers/.

Vaya Health is an equal opportunity employer.