NOC Specialist, L2 Tech

Company Description

Amwell digitally empowers payers, providers and innovators, enabling an ecosystem of care that spans across in-person, virtual and automated care.

Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care.

Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.

With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nation’s largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.

For more information, please visit Amwell.com.

Brief Overview

As a Network Operations Center Specialist within the L2 Technical Team, you will play a key role in the day to day operations of the Customer Support Team, including 24/7/365 physician support, and escalation resolution. Specifically, the NOC L2 Specialist will:

Core Responsibilities

Act as the main point of contact for all provider-related support questions and issues Identify and troubleshoot potential system defects Conduct troubleshooting appointments for providers in need of technical assistance Hold Meet and Greet sessions with recently onboarded providers to introduce them to the platform and demonstrate its various functionalities Create and escalate tickets to Hosting/Development Support for confirmed system defects Perform Level 1 support for our DHA client providers and beneficiaries. Use critical thinking skills to prioritize and problem solve escalations Monitor and support the company’s production systems and applications Utilize Log Me In software to remote into providers’ computers (Windows and Mac OS) to troubleshoot issues that cannot be resolved by phone Uphold tracking of all support escalations utilizing Salesforce tools

Qualifications

Robust interpersonal and communications ability, including strong written and verbal communication skillsAdaptability in a fast-paced start up environmentFast learner, ready to jump right in with little directionAbility to effectively communicate via phone, video-conference, and written communication such as live agent chat and emailAbility to multitask and quickly change gears as directed by Team Leads and ManagersKeen attention to detail and the ability to multi-taskProficient in all basic computer functions and programs, including Microsoft Office SuiteStrong customer service orientation and the ability to interact with diverse groupsA proven track record of exercising good judgment and handling constantly changing priorities in a positive, professional environmentA Public Trust Clearance may be required. Associate Degree or Bachelor Degree preferred1-2 years related experience preferred

Additional Information

Job Level: S2

Working At Amwell

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!

The typical hourly wage range for this position is $20.00 - $24.44. The actual hourly wage offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. This role may also be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific wage range based on the above factors listed.

Additional Benefits

Flexible Personal Time Off (Vacation time) 401K matchCompetitive healthcare, dental and vision insurance plansBirthing parents at Amwell enjoy up to 18 weeks of paid maternity leave Non-birthing parents enjoy 10 weeks of paid leaveUS employees experiencing reproductive loss are eligible for up to 7 days of paid leaveEmployee Stock Purchase ProgramFree access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion programFree Subscription to the Calm AppTuition Assistance ProgramPet Insurance