Technical Supp - HWS Analyst - Novi, MI - req27099 in Novi, MI at Quest Diagnostics

Date Posted: 11/2/2019

Job Snapshot

Job Description

Schedule: Mon - Fri 8am -5pm

Look for more than answers.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

You will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, we are on a continuous journey of discovery and development. It’s this attitude that has made us an industry leader and the #1 Diagnostic Lab in the US. For those joining us, we offer exciting and fast moving career opportunities where you can affect change at a rate unheard of in many organizations of our size and scope. While we invest in and develop technology to drive our innovations, our ongoing success relies on our people.


This position is responsible for the technical support of inbound and outbound eligibility feeds, transmission (interface) requests and execution, SSO assessment and operational coordination and custom report generation in support of internal and external customer needs. 

Also provides advanced technical product support for Health and Wellness applications working closely with internal and external customers.  The position is responsible for analyzing and resolving application issues to include software root-cause analysis and implementation of short term and long term resolutions, and will work with the Commercial Leaders and the Business Manager for Application Product Development and Implementation to create the proper documentation needed to Support development requests as part of the resolution process.


  •  Interact directly with customers to review eligibility specifications and establish processes for submitting eligibility files. 
  • Receive client eligibility, review for completeness/correctness and load files.  Address any exceptions with the client. 
  • Maintain global eligibility data, including designing new specifications and creating new import scripts.
  • Create and manage an automated eligibility process to support Medivo requirements.
  • Create re-usable and ad-hoc reports for clients and for internal use. 
  • Map custom reports. 
  • Provide support for Transmission Requests and Data Interfaces.
  • Serve as primary point of contact for SSO requests – review of requirements with customers and act as the liaison to Development for this work.
  • Analyze and resolve escalated operations issues, documenting resolution.
  • Monitor open ticket logs.  Create and implement processes to assist with ticket resolutions.
  • Escalate possible issues to project manager, management and stakeholders.
  • Respond to issues in accordance with established Standard Operating Procedures and Service Level Agreements
  • Perform root-cause analysis on issues. Research and design short term and long-term solutions.
  • Proactively communicate with internal teams to assess issues and provide periodic status of short-term and long-term solutions.
  • Assure data integrity by conducting review of inbound data, unit level testing and participation in User Acceptance testing.
  • Complete and thorough documentation to support all system modifications and enhancements.
  • Satisfactorily meets estimated completion dates.
  • Timely and accurate reporting of project status and systems recommendations.
  • Assist with SAS70 data gathering and tasks. 
  • Support Problem Management calls and issue research as required.
  • Participate on issue resolution teams to address application\system issues.
  • Capture requirements and develop operational reports.
  • Must have demonstrated ability to independently analyze business requirements and recommend system solutions.
  • The above information is intended to describe the most important aspects of the job.  It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required performing the work.  Other duties/functions may be added to the job, as business needs dictate.


  •  Bachelor degree and two year experience in information systems or comparable field, and one year programming experience.
  • Excellent oral and written communication skills with both technical and non-technical information.
  • Experience analyzing application systems.
  • Excellent attention to detail.
  • Ability to work with minimal supervision.
  • Ability to display professional attitude and behavior.
  • Ability to train and mentor peers.
  • Excellent interpersonal and communication skills.
  • Excellent organizational skills must have ability to multi-task and prioritize work.
  • Familiar with testing principles, including test plan, defect tracking and reporting and building test cases that satisfy requirements.
  • Proficiency in the use of project management tools, such as MS Word, Visio and Excel.  Knowledge of SQL would be a plus.
  • Demonstrated proficiency in trouble shooting production issues.
  • Strong working knowledge of the Blueprint for Wellness application (Transaction processor) and ancillary supporting and derivative applications.

Quest Diagnostics has many career opportunities for individuals whose talent, initiative and dedication will complement our belief that the patients come first and that values do matter. We work to earn our customers’ trust every day by providing the highest quality diagnostic information services in a professional, accessible and informative way.

We have a large recognized brand; we offer flexibility and autonomy, great support, pay and benefits and a comprehensive training and onboarding program. 

All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities.

Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.

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