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NOC & Escalations Lead - Level III

Position Summary:

The NOC C Escalations Lead serves as a key resource for ensuring seamless resolution of complex customer issues that helpdesk support teams are unable to resolve, as well as driving NOC improvements in deployment, maintenance, monitoring, and security. The role requires advanced technical expertise in server and networking solutions, scripting capabilities, and responsible for continual systems improvement through the identification and resolution of common issues through scripting to reduce the number of alerts per end point.

Primary Functions of the Position:

  • Resolve escalated service tickets for advanced desktop, server, and networking issues that helpdesk support teams are unable to resolve.
  • Lead NOC operations, ensuring efficient workflows and high-quality service delivery.
  • Utilize automated monitoring systems to identify, troubleshoot, and resolve complex problems on desktops, laptops, servers, networking devices, and related software.
  • Manage tickets on the NOC and Escalations service boards, ensuring all tickets are updated with proper notes before resolution.
  • Create advanced scripts and automation using best practices to streamline processes, reduce the number of alerts per endpoint, and improve response times.
  • Resolve complex issues escalated by junior NOC technicians, demonstrating advanced server and networking skills.
  • Troubleshoot and audit client backup issues.
  • Run security scans, remediate identified issues, and implement security best practices.
  • Assist with patch management and reboot schedules.
  • Work directly with vendors to address issues or outages.
  • Review and optimize current monitoring tools to ensure best practices are implemented.
  • Conduct automated and manual software installations.
  • Communicate with Service Desk team members before, during, and after maintenance as well as when any major issues are identified.
  • Assist with onboarding and offboarding of clients, typically involving installing or removing agents or software provided by Hitek Data.
  • Understand Hitek Data’s offerings and products in relation to the tools to implement and maintain proper monitoring.
  • Document processes, procedures, and system baselines related to duties and responsibilities.
  • Account for time with a high level of accuracy within the ticketing system.

Job Details:

  • Work Setup: Work from Home
  • Schedule: Monday to Friday | 10:00 PM to 7:00 AM Philippine Time
  • Holidays: Follows US Holidays

Education s Experience:
Understanding of the following:

  • PowerShell or other advanced scripting languages.
  • Backup scheduling and archive management, including the Windows services that support them.
  • SNMP protocol and SNMP monitoring platforms.
  • Experience running security scans and remediating issues.
  • Direct involvement with PSA, RMM, and network monitoring tools required (administration is a plus). ConnectWise experience preferred.
  • 3+ years of experience in a help desk, NOC, or escalations role.
  • Prior MSP experience preferred.
  • Management experience required, with NOC management as a plus.

    Skills Required for Success:

  • Advanced scripting skills to develop automation solutions.
  • Proficiency in:
  • Microsoft Windows Server Active Directory, Group Policy, and Replication Management C Troubleshooting.
  • Virtualization: VMware vSphere and vCenter Management.
  • ConnectWise Automate Monitoring and Scripting.
  • Nessus Vulnerability Scans.
  • Microsoft Windows 10 C 11.
  • Microsoft Office/365 Applications.
  • Microsoft 365 Administration and Migration.
  • LAN/WAN, DNS, DHCP, and Domain Controllers.
  • Networking knowledge, including solid fundamentals of Layers 2 C 3 and practical experience creating and managing VLANs.
  • General Firewall Setup and Administration.
  • Wireless Network Configuration C Troubleshooting.
  • Printer/Scanner Setup C Configuration.
  • Client Applications such as Adobe, Bluebeam, etc.
  • Veeam, Datto, or similar platforms.
  • Strong verbal and written communication skills.
  • Compassionate, empathetic disposition.
  • Exceptional attention to detail and a sense of urgency.
  • Active listener with a spirit of teamwork and collaboration.
  • Proficient in time management and organization both individually and on behalf of others.
  • Energetic, self-motivated, and well-organized.
  • Critical thinking skills to properly prioritize and meet deadlines.
  • Proven ability to solve complex problems.
  • Accountable and reliable.

    Common Certifications:
    • IT Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft, ITIL Certifications – at least one preferred.

by Carl Trinidad

Medical Insurance Collector

Position Summary:

The Medical Insurance Collector is responsible for managing accounts receivable (A/R) to ensure timely and accurate payment from insurance carriers. This role focuses on resolving outstanding claims, handling denials and rejections, and ensuring compliance with insurance guidelines and regulations. The ideal candidate will have experience with insurance portals, appeals, and gastroenterology billing, as well as the ability to work collaboratively in a team environment.

Job Details:

Medical Insurance Collector

Work from Home

Monday to Friday | 9 PM to 6 AM (PH Time)

*Following US Holidays

Responsibilities:

• Work on outstanding A/R to secure payments from insurance carriers.

• Utilize insurance web portals to upload appeals and supporting documents.

• Analyze and interpret Explanation of Benefits (EOBs) to identify payment discrepancies.

• Ensure claims are reimbursed at the correct contracted rates.

• Address and resolve claim rejections and denials efficiently to expedite payment.

• Prepare and submit detailed appeals to insurance carriers when necessary.

• Maintain a thorough understanding of insurance carrier guidelines, including those for government and commercial payers.

• Collaborate with the billing team to meet department goals and deadlines.

Qualifications:

• Minimum of two (2) years’ experience in medical billing and collections.

• Familiarity with GMed software and gastroenterology billing processes is an advantage.

• Comprehensive knowledge of insurance guidelines, regulations, and payer-specific products.

• Proficiency in reading and interpreting EOBs.

• Demonstrated ability to work effectively with government and commercial payers.

• Strong skills in writing and submitting appeals.

• Ability to work effectively in a collaborative, team-oriented environment.

by Carl Trinidad

Medical Billing Specialist - Charge Entry

Job Summary:

We are seeking a Medical Billing Specialist – Charge Entry who has an extensive experience in data entry for medical billing, coding, and charges in the US Healthcare Industry. You will be responsible for carefully reviewing various types of Data given by clients. You will be working with data from demographics, patient billing, and insurance information gathering. Aside from this, you will also be doing other tasks related to billing such as collecting payments from insurance companies, payment posting, and providing exceptional customer service.

Job Details:

  • Medical Billing Specialist – Charge Entry
  • Work from home
  • Monday to Friday | 8:00 PM to 5:00 AM (Manila)
  • *Following US Holidays

Responsibilities:

  • Prompt response to requests for information, both internally and externally
  • Timely and accurately enter charges from super bills and demographic reports.
  • Expert ability to add specific data such as modifiers, payer specific information, including authorization criteria, CPT and ICD-10 code and dates.
  • Processing and discrepancy reconciliation and closing of charge batches across all systems.
  • Ability to successfully track and follow up on information requests to and from the practice.
  • Other duties as assigned.

Qualifications:

  • At least 2 years’ Experience in a similar role.
  • Effective oral and written communication skills
  • Knowledge of medical billing codes, including CPT, claims modifiers, and ICD-10 diagnosis coding.
  • Familiarity with Revenue Cycle Management (RCM) systems, Practice Management Systems (PMS), and tools.
  • Understanding of different types of insurance coverages and claims, including Health, Workers' Comp, and Auto
  • Ability to read and interpret EOBs (Explanation of Benefits)
  • Experience with coordinating with insurance companies.
  • Strong adaptability and ability to learn quickly.
  • Proven efficiency and punctuality in completing tasks.

by Carl Trinidad