Support Analyst Medical Present Value

SUPERVISION: Manager of Technical Services

GENERAL SUMMARY OF DUTIES:
The Support Analyst will be responsible for ongoing support of multiple MPV products and backend systems. As a Support Analyst, the candidate will be expected to maintain multiple ongoing external dialogs with MPV client end users as well as internal dialogs with the engineering, integration, and account management teams. MPV products are primarily targeted at medium to large medical practices and academic centers. Therefore, experience with practice management systems of these types of businesses is desirable. Experience in Misys PM, Misys Vision, Epic, GE Centricity or other PMS systems is highly desirable. Also included is detailed analysis of daily medical claim data. Experience in researching text data, XML, HCFA 1500, 837/835, and in the various internet transfer protocols used to transfer this data will be considered a plus. Minimal travel will be required.

ESSENTIAL FUNCTIONS:
-Troubleshooting client issues regarding their data and working with development to correct the logic used to load claims into the database.
-Troubleshooting reasons for daily data not being received from client systems using debug skills and accessing computer systems via various VPN solutions.
-Responsible for enabling secure, daily, transfers of client claims data from the customer site to the MPV data center.
-Responsible for client support duties, such as data arriving and handling support tickets about data integrity.
-Accepts initial incoming client calls for support.
-Familiarity with incident tracking systems used to log external and internal activity.
-Assigns, categorizes, and prioritizes support tickets as needed.<
-Researches client issues and redirects to the appropriate MPV resource when necessary.
-Develop policies and procedures for client support.

EDUCATION: Bachelors degree or greater in related field, or equivalent education and experience.

EXPERIENCE/SKILLS:
-Minimum of 3 years experience working directly with customers or end users.
-Strong interpersonal and communication skills, independent problem solving, and self-direction are critical.
-A strong desire to interface with end users at various levels of experience on a daily basis.
-Proven ability to take end user questions and problems, perform detailed analysis, and communicate the issues in an actionable way to highly technical developers and integration engineers.
-Proven ability to work with integration and account management teams to prioritize work items and deliver meaningful status to clients.
-Some knowledge of system administration of Microsoft and UNIX operating systems; for example, product installation, internet connectivity debugging, fundamentals of security and installing third-party software.
-Ability to program in an administrative language (Perl or shell).
-Experience using relational and non-relational databases.
-Experience using SQL to verify activity in a database.
-Familiarity with XML.
-Experience with TCP/IP and ability to troubleshoot basic network problems.
-Experience in technical support or billing management of medical practice management systems, preferably IDX, Misys, Medical Manager or GE Medical Systems.
-Experience working for Payor Contracting and/or Provider Relations.
-Knowledge of Networks, IPAs, MSO, PCP and Contract affiliations that pertain to client specific contract codes.
-Works well in a team oriented structure to achieve goals.

ENVIRONMENTAL/WORKING CONDITIONS:
-Normal busy office environment.
-Occasional evening or weekend work.

COMPENSATION/BENEFITS: A competitive compensation package will be provided. Benefits include a comprehensive medical and dental plan, STD/LTD, life insurance, cafeteria plan, a 401(k), stock options and PTO policy.

Location:	Austin, TX United States