About Fallon Health:
Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is accredited by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit www.fallonhealth.org.
This position includes receiving, documenting, prioritizing, delegating and actively resolving end user help requests and incidents. Intake queues, including phone, voice mail, email and self-service tickets, must be monitored with proper escalations taken to maintain SLA expectations. Expectation to efficiently triage and resolve routine, quick-fix issues including password resets and deliver courteous over-the-phone instruction. Off-hours end user technical support is required on a weekly rotation basis.