EDI Production Support Analyst III
MultiPlan, Bedford, MA, United States
At MultiPlan, we pride ourselves on being a dynamic team of innovative professionals. Our purpose is simple - we strive to bend the cost curve in healthcare for all. Our dedication to service excellence extends to all of our stakeholders – internal and external - driving us to consistently exceed expectations. We are intentionally bold, we foster innovation, we nurture accountability, we champion diversity, and empower each other to illuminate our collective potential.
Be part of our amazing transformational journey as we optimize the opportunity towards becoming a leading technology, data, and innovation voice in healthcare. Onward and upward!!!
JOB SUMMARY:
Production Support Analyst is responsible for monitoring and troubleshooting electronic data interchanges (EDI) processes between the organization, clients, and vendors and provide support to our Clients, Sales/Account Managers and Implementation teams. Analyst will ensure data flowing between systems is consistent and accurate and will monitor and validate all assigned tasks to make sure claims are flowing through the system.
The analyst will be involved in supporting end to end processes for new business workflows and existing products for all clients/trading partners. In time they will become a subject matter expert on internal processes and support process improvement projects.
Your specific duties in this role are to:
- Provide exceptional support for our new and existing clients users via support tickets, phone, email, and virtual meetings as applicable.
o Respond quickly, consistently, and professionally to client requests and questions.
o Ability to prioritize client requests.
o Answer questions and troubleshoot problems for timely resolution with accuracy and efficiency.
o Ability to Identify, recreate, and triage tier two issues to appropriate team/individual to be addressed and use judgement to escalate as needed.
- Manage assigned support procedures for EDI and Web Services claims processing workflows. It includes but is not limited to the below:
o Understanding claim workflow
o Research current client setups and claim processing rules.
o Ensure proper flow of all systems that support file transfer and claims processing between MultiPlan and clients.
o Complete assigned daily support shifts.
o Identify, Troubleshoot and rectify production issues with EDI files and claims.
- Act as the primary liaison between business and technical teams.
o Build and maintain positive working relationships with internal colleagues (including IT, Sales and Marketing, and Operations) and external contacts.
- Manage and coordinate IT deliverables to both internal and external stakeholders.
o Lead/Participate in daily standup meetings.
o Monitor claims activity and daily reports for key clients and MultiPlan Account Managers and communicate as necessary.
o Conduct necessary analysis to resolve any potential issues and escalate as per established protocol.
o Monitor, audit, and report on the processing of newly implemented clients/features to confirm their successful transition into the production environment.
o Proactively prioritize, communicate, and resolve any process or system issues.
o Analyze and report on client enquiries, with the goal to find gaps and propose viable solutions.
- Manage requests and incidents using problem solving and critical thinking abilities
o Should be Primary contact for complex data and API support issues.
o Should be the key driver in triaging issues and managing end to end resolution of the case working with multiple development teams.
o Promptly triage and resolve escalated EDI issues called into the Multiplan Service Desk.
o Independently build and manage the monitoring requirements of clients on a daily, weekly and monthly basis.
o Communicate system and interface availability, modifications, and problems to internal and external stakeholders as needed and according to established policies and procedures.
o Support clients with their non-standard requests for ad hoc reports, testing analysis and other technical deliverables.
- Implement process improvements to enhance the efficiency of claims workflows.
o Partner with other IT teams to implement enhancements and defect fixes.
o Report progress & measurements of implementation success to clients and all stakeholders.
o Perform routine and ad hoc analysis of various facets of claims processing including but not limited to system performance, claim turnaround times, data mapping, and claim volumes.
o Analyze data to identify potential process improvement opportunities.
o Perform gap analysis, communicate and implement potential solutions.
o Proactively remain informed on ever changing client specific business rules to ensure accuracy.
- Prepare and maintain documentation that defines operational procedures, describes client requirements, and share relevant analysis outcomes with internal and external stakeholders.
o Contribute to building and maintenance of knowledge repository on processes and procedures on a regular basis.
o Present information learned as part of daily work with the larger team.
- Exhibit excellent team work
o Provide coverage and support for other team members as well as leads/managers.
o Support Manager with team goals and corporate strategies.
o Support deployment activities during release weekends if needed.
o Complete On Call Shifts as scheduled including weekends/holidays.
- Good leadership and decision making skills
o Train, mentor and coach junior team members.
o Handle escalated issues and enquiries from less experienced team members.
o Consistently articulates ideas, opinions and information and shares this in a timely manner with others.
- Ensure compliance with HIPAA regulations and requirements.
- Create and Maintain Runbook for supporting DR testing
- Demonstrate commitment to the Company’s core values.
The responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary.