Data Operations Coordinator

Position Summary

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Data Operations Coordinator position, you’ll support customer satisfaction and data accuracy by responding to supplier and provider requests, maintaining product and customer data, and providing Level 2 support for data and production-related issues.

You’ll investigate and resolve issues, identify root causes, partner with technical teams when needed, and help improve the processes and tools that support efficient, accurate operations.

• Systems Thinking & Problem Solving
  - Identify the right problems to solve by understanding the broader system – customers, stakeholders, processes, data, technology, and AI. Connect root causes, dependencies, tradeoffs, and upstream and downstream effects to develop practical, scalable solutions that improve the whole.
• Apply Judgment
  - Make sound decisions by evaluating data, context, assumptions, risk, and outcomes. Critically assess ideas and AI-generated outputs, consider interdependencies, voice a clear point of view, and own the results and impact.
• Create & Shape Ideas
  - Generate, test, and develop new ideas into useful, high-quality solutions and experiences. Use creativity, curiosity, technology, and different perspectives to see around the corner, innovate and develop ideas into outcomes that create value and scale.
• Influence & Collaborate
  - Build trust, communicate clearly, and work across boundaries to drive action and shared outcomes. Seek and integrate different perspectives, contribute ideas, work through dependencies, and help teams make progress together through change and ambiguity.
• Learn & Adapt
  - Continuously grow and adapt as technology, customer needs, roles, and work systems evolve. Stay curious, learn beyond your core specialty, experiment with new approaches, use AI to accelerate learning, and improve through feedback and setbacks.

Respond to supplier and provider requests through phone, email, ticketing systems, and other electronic channels, providing Level 2 support for data updates, troubleshooting, production support, and system-use questions. Use in-house tools and approved SQL queries to input, audit, maintain, and update product and customer information based on customer requests. Investigate data discrepancies, production errors, and system or process issues; identify root causes and resolve issues within the role’s scope.

Validate information and completed updates to support data accuracy, then communicate status and resolution to customers and internal Partners. Partner with customers and internal Partners to clarify requirements and gather the information needed to complete requests accurately. Research and document issues, resolutions, and recurring trends to support knowledge sharing and continuous improvement. Escalate complex, high-impact, or recurring issues to appropriate technical or business Partners with clear documentation of the issue and investigation completed.

Collaborate with engineering teams to troubleshoot complex issues, communicate business and customer impacts, and validate solutions. Manage and prioritize requests in accordance with established service level agreements. Maintain and revise procedural lists, customer information, coding schemes, and other operational documentation used to process requests. Monitor online database access feeds to confirm data is accepted within the DSSI system and investigate rejected or incomplete records.

Identify and support improvements to processes, tools, documentation, and data quality that improve customer satisfaction and operational efficiency. Complete projects and tasks assigned by the Manager of Operations.

• Associate’s degree with a technical background or equivalent experience.
• Experience with data management, data quality, customer support, or technical operations.
• 2+ years of SQL experience, including writing, maintaining, updating, and running queries.
• 2+ years of customer service experience, including…