• Maintains and optimizes the organization’s Charge & Quality Capture tools in accordance with established Service Level Agreements (SLAs) • Monitors system alerts and proactively supports ongoing solution performance and stability • Identifies, documents, and escalates issues to appropriate internal teams and external vendors as needed • Provides timely support and guidance to stakeholders through the incident ticketing system • Executes assigned operational and project-based tasks to support system functionality and performance • Evaluates system performance and recommends enhancements to improve efficiency, reliability, and user experience • Supports integrated testing for new installations, upgrades, and system configurations to ensure integrity prior to User Acceptance Testing (UAT) • Collaborates with assigned vendors to resolve issues, coordinate updates, and support system enhancements • Maintains and adheres to IT policies, procedures, and standard operating procedures (SOPs) • Tracks and manages performance metrics, including system uptime, incident management KPIs, and other prescribed measures • Safeguards operations and ensures HIPAA compliance by maintaining strict confidentiality and adhering to regulatory and organizational guidelines • Delivers application training, as needed, to Clinical and Revenue Cycle Management (RCM) team members.