CI-ACO Help Desk Support Coordinator

The purpose of Dignity Health Management Services Organization (Dignity Health MSO) is to build a system-wide integrated physician-centric, full-service management service organization structure. We offer a menu of management and business services that will leverage economies of scale across provider types and geographies and will lead the effort in developing Dignity Health’s Medicaid population health care management pathways. Dignity Health MSO is dedicated to providing quality managed care administrative and clinical services to medical groups, hospitals, health plans and employers with a business objective to excel in coordinating patient care in a manner that supports containing costs while continually improving quality of care and levels of service. Dignity Health MSO accomplishes this by capitalizing on industry-leading technology and integrated administrative systems powered by local human resources that put patient care first.

Dignity Health MSO offers an outstanding Total Rewards package that integrates competitive pay with a state-of-the-art, flexible Health & Welfare benefits package. Our cafeteria-style benefit program gives employees the ability to choose the benefits they want from a variety of options, including medical, dental and vision plans, for the employee and their dependents, Health Spending Account (HSA), Life Insurance and Long Term Disability. We also offer a 401k retirement plan with a generous employer-match. Other benefits include Paid Time Off and Sick Leave.

The Clinical Integration (CI) and Accountable Care Organization (ACO) programs are clinically integrated physician networks sponsored by Dignity Health.  The CI/ACO Help Desk Support Coordinator provides assistance to the for the CI/ACO programs.  The CI/ACO Help Desk Support Coordinator is an employee of Dignity Health Management Services Organization owned by Dignity Health.

The CI/ACO Help Desk Support Coordinator’s primary responsibilities in support of the CI/ACO programs is manual data entry and maintenance of provider data information into the SalesForce.com application, telephone and e-mail interaction with DHMSO CI/ACO program staff, the participating physicians and their staff. 

• Responsible for maintaining accurate, up-to-date and useable information in the Salesforce application
• Act as the primary contact for all CI/ACO Network staff, DHMSO and Dignity Health corporate staff, physicians and their medical office staff accessing data from SalesForce application , CI/ACO Provider websites and the Dashboard reporting tool
• Completes, troubleshoots and resolves CI/ACO Help Desk Service Requests in support of CI/ACO Networks, Dignity Health initiatives and the Salesforce application and/or forward to appropriate CI Network Staff, Dignity Health staff for resolution
• As directed by CI/ACO Network Program staff, opens support tickets with Population Health Management (PHM), for break/fix items related to the Dashboard reporting tool, CI/ACO Websites, Care management and referral solutions and other Dignity Health enterprise CI/ACO applications submitted by end-users
• Communicate with end-users regarding status/disposition of all support requests
• Provisioning of end users for access to the CI/ACO Dashboard reporting tool and Athenahealth
• Perform all other duties as assigned.

A) EXPERIENCE:
• Experience with Salesforce, web based application preferred
• Proven experience as a data entry clerk or similar position
• Experience in Microsoft Office Suite spreadsheet/database skills
• Excellent communication and problem solving skills
• Must possess strong organizational skills, with an ability to stay focused on assigned tasks
• Experience using office equipment, e.g,.fax machine and scanner
• 1-2 years of experience in a medical setting is required

B) EDUCATION AND TRAINING:
• High School Diploma or equivalent