Summary of Position:
The Production Monitoring Specialist will serve as the main focal person for all monitoring and evaluation-related activities for VisitPay production to ensure timely, high quality delivery and customer satisfaction. This person will assist the production support and client services teams regarding the monitoring and evaluation of products implemented by VisitPay. This role supports and troubleshoots job/process failures and customer issues reported from various sources. Using tools like DataDog, NewRelic and others, the Production Monitoring Specialist will collaborate with the production team and other teams, i.e. Product and Release Management, to ensure jobs and processes are good to release to production and in production. This position is responsible for conducting periodic reporting on VisitPay product performance.
Find Monitor all VisitPay Jobs and Processes running in production by reviewing monitoring dashboards, reports, and daily emails.
Troubleshoot, triage, and research failed Jobs and Processes
Monitor VisitPay Application Performance at specific cadence (using NewRelic or other APM tools VisitPay uses)
VisitPay Quality Monitoring using DataDog or other Monitoring tools VisitPay uses.
Research/Triage anomalies noticed in VisitPay product data quality monitoring
Assist Release management team to validate Jobs/Processes in lower environment (mainly Pre-production)
Work closely with production support and client service team to communicate and resolve production issues
Coordinate monitoring activities and inputs required for other team members
Ensure information gathered through monitoring activities is shared quickly and in an appropriate format with senior managers so that any problems arising can be addressed quickly
Report on VisitPay performance to senior leaders
Continually monitor and evaluate processes to improve efficiencies and adoption
Work with businesses on process implementation and improvement to ensure high quality and reliability of the data
Competencies for success:
Troubleshooting/Problem Solving - Should have sufficient troubleshooting and analytical skills
Business knowledge - Should be quick to learn and understand business and all the production jobs and processes.
Curiosity - Should be able to keep an eye on all products and processes in production and research immediately whenever unexpected behaviors noticed
Ownership - Should be owning all production jobs and processes and responsible to make sure they are running as expected without any glitches or failures
Handle Complexity & Pressure - Should be able to perform duties efficiently even under pressure and able to handle complex situations and problems. Proper communication for escalations should happen in case the issue is too complex to address all by herself/himself.
Communication & Collaboration - Communicates clearly and in a timely manner with production support, client service team and other stakeholders.
Productivity & Time Management - Should be able to monitor all jobs and research the failures in the assigned time
Flexibility - Should be flexible to switch between tasks without compromising quality
Associate degree minimum, preferred
Min 1-year software monitoring/troubleshooting experience required
Knowledge or hands-on experience working with SQL Databases and queries
Familiarity with production monitoring tools like JAMS, DataDog, NewRelic, Stackify etc., preferred
Min 2 years’ experience in Microsoft Office tools, especially Excel
Familiarity with any of the issue tracking systems like Jira, ServiceNow, Bugzilla, or TFS
VisitPay is a well-funded start-up in a $400B growing market. We are a nationally focused company working closing with some of the nation’s largest and most well-respected health systems to provide innovative and compelling SaaS-based products. We are poised to capture significant share in the massive and growing self-pay market. Our solutions help healthcare systems optimize their revenue while providing patients with much improved and friendly billing experience.
Located in beautiful Boise, Idaho, you will have the opportunity to work with an exceptional leadership team who has significant experience building companies in consumer finance, software and analytics, and enjoy a competitive salary, benefits and equity appreciation rights, as well as a work/life balance suited to enjoy the beautiful landscape Idaho provides.
Equal Employment Opportunity Employer
VisitPay is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.