Product Support/Tech Support (MD Staff. MD Stat)
Spectraforce
US
Remote
4 hours ago
Job Description
Job Title: Product Support Technical Analyst
Duration of project: 3+ months
Location: 100% Remote
Description:
We are seeking a highly motivated and detail oriented Product Support Technical Analyst to join our team, focusing on providing expert technical support for our enterprise credentialing instances of MD Staff and MD Stat applications and related provider and location data assets. These instances cover all facilities and markets across our national healthcare system.
The ideal candidate will possess a strong blend of technical troubleshooting skills, customer service excellence, and a solid understanding of healthcare provider credentialing, privileging, payer enrollment, peer review, and FPPE. This role is critical in ensuring our clients receive timely, accurate, and effective resolutions to complex product issues, maintaining high levels of client satisfaction and operational efficiency.
Key Responsibilities:
Technical Support and Troubleshooting
• Provide technical support for the MD Staff (including core credentialing and provider enrollment modules) and the MD Stat (including peer review and FPPE) platforms via phone, email, and ticketing system.
• Diagnose, analyze, and resolve complex application issues, data discrepancies, configuration problems, and integration errors.
• Utilize advanced troubleshooting techniques, including UI replication, audits and ad hoc reports, as well as GCP BigQuery and SQL database querying.
• Escalate unresolved critical issues to leadership and/or vendors, providing detailed documentation, reproduction steps, and impact assessments.
• Manage a personal queue of support tickets, adhering to defined service level agreements (SLAs) for response and resolution times.
Client and Product Expertise
• Develop and maintain expert level knowledge of the functionality, architecture, and data flow of the MD Staff and MD Stat products, as well as related data assets.
• Guide clients through complex workflows, version upgrades, configuration changes, and data migration procedures.
• Act as a liaison between clients and internal teams as needed to ensure a unified approach to problem solving and product improvement.
• Contribute to the creation and maintenance of internal knowledge base articles, troubleshooting guides, and client facing documentation.
System and Data Analysis
• Perform UI and database investigations (primarily ad hoc reports, SQL Server, and GCP BigQuery) to verify data integrity, identify root causes of data related issues, and execute necessary data fixes and change control procedures.
• Assist with testing fixes, new functionality, and new releases prior to client deployment.
• Assist with development, implementation, and maintenance of integrations including outbound reports, SFTP, API, and HL7 MFN, and inbound files (MD Stat).
• Monitor/analyze system performance and integration points (e.g., SQL DataWarehouse, HL7, APIs, SFTP) to identify potential bottlenecks or failures.
Compliance and Quality Assurance
• Ensure all support activities comply with HIPAA and other relevant regulatory standards regarding Protected Health Information (PHI).
• Maintain accurate and thorough records of all customer interactions and technical issues in the support ticketing system.
• Identify recurring issues and trends, reporting findings to management to drive continuous product and service improvement.
Qualifications Preferred:
• Experience with healthcare Provider Credentialing, Privileging, and/or Payor Enrollment Management, especially MD Staff and/or MD Stat.
• 3+ years of experience in a technical support role, preferably supporting enterprise level credentialing and/or enrollment software applications.
• Strong proficiency in GCP BigQuery and SQL for querying databases, data manipulation, and troubleshooting application issues.
• Demonstrated ability to analyze complex technical problems and provide effective, timely solutions.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non technical audiences.
• Proven customer service orientation and conflict resolution skills.
• Familiarity with Google Suite, Microsoft Office, ServiceNow, Jira, GCP Looker, Tableau, REDCap.
• Experience supporting web based applications, including an understanding of web service technologies (REST/SOAP) and API troubleshooting.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 52.00/hr.
Duration of project: 3+ months
Location: 100% Remote
Description:
We are seeking a highly motivated and detail oriented Product Support Technical Analyst to join our team, focusing on providing expert technical support for our enterprise credentialing instances of MD Staff and MD Stat applications and related provider and location data assets. These instances cover all facilities and markets across our national healthcare system.
The ideal candidate will possess a strong blend of technical troubleshooting skills, customer service excellence, and a solid understanding of healthcare provider credentialing, privileging, payer enrollment, peer review, and FPPE. This role is critical in ensuring our clients receive timely, accurate, and effective resolutions to complex product issues, maintaining high levels of client satisfaction and operational efficiency.
Key Responsibilities:
Technical Support and Troubleshooting
• Provide technical support for the MD Staff (including core credentialing and provider enrollment modules) and the MD Stat (including peer review and FPPE) platforms via phone, email, and ticketing system.
• Diagnose, analyze, and resolve complex application issues, data discrepancies, configuration problems, and integration errors.
• Utilize advanced troubleshooting techniques, including UI replication, audits and ad hoc reports, as well as GCP BigQuery and SQL database querying.
• Escalate unresolved critical issues to leadership and/or vendors, providing detailed documentation, reproduction steps, and impact assessments.
• Manage a personal queue of support tickets, adhering to defined service level agreements (SLAs) for response and resolution times.
Client and Product Expertise
• Develop and maintain expert level knowledge of the functionality, architecture, and data flow of the MD Staff and MD Stat products, as well as related data assets.
• Guide clients through complex workflows, version upgrades, configuration changes, and data migration procedures.
• Act as a liaison between clients and internal teams as needed to ensure a unified approach to problem solving and product improvement.
• Contribute to the creation and maintenance of internal knowledge base articles, troubleshooting guides, and client facing documentation.
System and Data Analysis
• Perform UI and database investigations (primarily ad hoc reports, SQL Server, and GCP BigQuery) to verify data integrity, identify root causes of data related issues, and execute necessary data fixes and change control procedures.
• Assist with testing fixes, new functionality, and new releases prior to client deployment.
• Assist with development, implementation, and maintenance of integrations including outbound reports, SFTP, API, and HL7 MFN, and inbound files (MD Stat).
• Monitor/analyze system performance and integration points (e.g., SQL DataWarehouse, HL7, APIs, SFTP) to identify potential bottlenecks or failures.
Compliance and Quality Assurance
• Ensure all support activities comply with HIPAA and other relevant regulatory standards regarding Protected Health Information (PHI).
• Maintain accurate and thorough records of all customer interactions and technical issues in the support ticketing system.
• Identify recurring issues and trends, reporting findings to management to drive continuous product and service improvement.
Qualifications Preferred:
• Experience with healthcare Provider Credentialing, Privileging, and/or Payor Enrollment Management, especially MD Staff and/or MD Stat.
• 3+ years of experience in a technical support role, preferably supporting enterprise level credentialing and/or enrollment software applications.
• Strong proficiency in GCP BigQuery and SQL for querying databases, data manipulation, and troubleshooting application issues.
• Demonstrated ability to analyze complex technical problems and provide effective, timely solutions.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non technical audiences.
• Proven customer service orientation and conflict resolution skills.
• Familiarity with Google Suite, Microsoft Office, ServiceNow, Jira, GCP Looker, Tableau, REDCap.
• Experience supporting web based applications, including an understanding of web service technologies (REST/SOAP) and API troubleshooting.
Applicant Notices & Disclaimers
- For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 52.00/hr.