Product Support Consultant

 About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

JOB SUMMARY:

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

As an integral part of the CorroHealth team, the primary objective of the Coding Operations Support Analyst is to assist customers both internal and external in utilizing the Pulse software platform.   They will actively review and analyze requests for assistance received through the JIRA Pulse Portal escalate those that cannot be solved directly.  In addition, a key role of the support analyst is monitor all current and future production and automation dashboards to quickly identify if potential system issues have arisen, perform basic troubleshooting and report to the appropriate team members for timely resolution if needed.  Improving both technical and operational knowledge of Pulse systems will be the measure of success in this role.

Essential Functions:

• Understand how to complete a simple password reset request
• Understand the responsibilities and functions of the Pulse development and operation teams.  These currently include:                         
  • Solution Development
  • Production Support and interface teams
  • Reporting and Analytics team
  • Pulse workflow development team
  • Pulse New Solutions team
  • Client Relationship Management teams
  • Project Management Team
  • Product Owners
• Review Portal Assistance requests to:
  • Solve those that are within skillset
  • Review requests for completeness and return to submitter those that need additional information to resolve
  • Route to the appropriate teams by linking the portal request to new team appropriate JIRA ticket
  • Report daily to Team managers:
    • Number of tickets received and forwarded by Team
    • Number resolved upon receipt
    • Number returned for additional information
• Review Operational Dashboards multiple times per day to:
  • Identify production issues for each team
  • Create Issue tickets with appropriate prioritization by team
  • Participate in development meetings to improve monitoring
  • Communicate with team leaders when issues are being referred that might impact productivity
  • Suggest and build specifications for automated alerts and validate deployments.
• Perform basic validation of customer reported issues including:
  • Attempt to replicate issue in Test Environment (will need steps reported by user)
  • Attempt to run report with customer identified filters
  • Report back to reporter those where you were unable to replicate for additional details
  • Forward to appropriate teams those you replicated
• limited to, Personal Health Information

Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

Knowledge, Skills & Abilities:

• Supervisory experience
• Experience running Pulse Reports and Analytics
• Basic knowledge of Medical Coding
• Excellent Communication skills
• Experienced in using Microsoft Word, Excel, Powerpoint
• Experience in Agile frameworks and regression testing desired
• High attention to detail and solid analytical skills
• Must have excellent interpersonal, written and communication skills

Qualifications and Requirements:

• Experience in utilizing Pulse coding platform for a minimum of 3 years
• Experience working remotely
• Strong computer skills, including Microsoft Office suite of products  

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.