Description
Help improve how healthcare organisations manage prior authorisations through smarter, more reliable technology.
As a Technical Customer Support Advisor, you will configure, support, and optimise a proprietary touchless prior authorisation solution that connects multiple technologies and systems.
Responsibilities:
- Configure, support, and optimise application software and workflows for a touchless prior authorisation solution.
- Investigate and resolve complex issues involving healthcare data transmission, storage, mapping, and selection.
- Improve system stability, performance, and client outcomes by identifying root causes and recommending sustainable solutions.
- Use SQL queries and database tools to analyse data, validate system behaviour, and support issue resolution.
- Work within a cloud-based environment to access data, troubleshoot applications, and monitor system performance.
- Establish and maintain secure data transmission methods, including VPN and HTTPS connections.
- Partner with Engineering, Quality Assurance, Project Management, Account Management, and client teams to resolve issues and deliver improvements.
- Use Jira and Salesforce to create, manage, document, and monitor support tickets through resolution.
- Contribute to the development and improvement of technologies that support better healthcare experiences.
- Create and maintain clear technical documentation for internal teams, clients, and other stakeholders.
- Translate complex technical information into clear, practical explanations for non-technical audiences.
- Approach challenging problems with curiosity, patience, sound judgement, and attention to detail.
Required Qualifications:
- At least 3 years of experience configuring, supporting, or troubleshooting application software and related systems.
- Experience troubleshooting complex systems and working with sensitive or confidential data.
- Demonstrated ability to write SQL queries using PostgreSQL, Microsoft SQL Server, or a comparable database platform.
- Experience working within a cloud service environment.
- Experience analysing data storage, system mappings, integrations, or data-use requirements.
- Ability to explain technical issues and solutions clearly to both technical and non-technical audiences.
- Strong written and verbal communication skills.
- Ability to manage competing priorities and solve problems independently in a fast-paced environment.
- Demonstrated curiosity, persistence, and patience when working through complex issues across multiple systems and teams.
Preferred Qualifications:
- Experience supporting applications or technology solutions in a healthcare environment.
- Experience with interface engines such as Mirth Connect, Orion Rhapsody, or Cloverleaf.
- Experience with Microsoft Azure.
- Familiarity with Docker and Kubernetes.
- Experience with JavaScript or another scripting language.
- Experience supporting healthcare data integrations or prior authorisation solutions.
- Experience using Jira and Salesforce for ticket management and issue resolution.
We anticipate offering an annual salary of 92,700 - 154,500 USD / yearly, depending on relevant factors, including experience and geographic location.
Benefits include medical, vision, dental, and well-being and behavioural health programs, 401(k), company-paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence.