Remote Production Support Specialist

Who We Are:

At the intersection of health plans and providers, Apixio is creating a leading Connected Care platform to minimize reimbursement inaccuracies and high-quality patient care so they can thrive as the industry moves toward value-based reimbursement models.

The combination brings together healthcare expertise, AI/machine learning technology and data-driven analytics solutions to deliver innovative solutions and value to our customers and the healthcare ecosystem. We aim to accelerate the shift toward alternative payment models, while enhancing efficiency and supporting better patient outcomes.

About the role:

We are seeking an energetic and proactive Production Support Specialist to join our dynamic team! In this role, you’ll tackle end user-submitted tickets in our production environment, diagnosing and resolving issues with a can-do attitude. As a Production Support Specialist, you will handle inquiries from end users, collaborating with the operations team and Engineering teams to find quick and effective solutions. Strong communication skills will ensure timely and clear updates to internal teams, clients, and end users.

Responsibilities:

• Investigate and resolve user-submitted tickets within the production environment.
• Diagnose and directly fix problems or escalate them by creating bug tickets if development solutions are necessary.
• Handle inquiries from end users when the application is not working as expected.
• Collaborate with the operations team to find swift resolutions to problems.
• Operate across multiple environments, adapting to each environment’s unique nuances.
• Provide timely and clear updates on progress to internal teams, clients, and end users.
• Manage and prioritize tickets efficiently to ensure issues are addressed within established time frames.
• Maintain attention to detail while navigating a fast-paced work environment.

Required Qualifications:

• Background in Help Desk or Customer Service/Call desk (1 year or more).

  • Experience in providing timely support to customers.

• Basic knowledge of building SQL queries.

• Strong problem-solving skills:

  • Ability and willingness to work independently or collaborate with different teams.
  • Capable of researching solutions and applying learned knowledge.

• Strong communication skills:

  • Ability to effectively communicate technical information to both technical and non-technical stakeholders.
  • Ability to empathize with user issues and provide solutions.

Preferred Qualifications:

• Familiarity with Jira Service Desk or similar help desk ticketing system.
• Knowledge of the healthcare industry, medical coding, and claims auditing a plus.

The salary range below is for Base Salary.  Total compensation also includes benefits and variable compensation.  Compensation will be determined based on several factors including, but not limited to, skill set, years of experience, and the employee’s geographic location.

Base Compensation

$50,000—$80,000 USD

We recognize that people come with experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Your skills and background may be more translatable to this role than you initially thought.  Allow us the opportunity to get to know you.  Please let us know if you require accommodations during the interview process.

What Apixio can offer you:

• Meaningful work to advance healthcare
• Competitive compensation
• Exceptional benefits, including medical, dental and vision, FSA
• 401k with company matching up to 4%
• Generous vacation policy
• Remote-first & hybrid work philosophies
• A hybrid work schedule (2 days in office & 3 days work from home) ( Note: If the position is designated as REMOTE it will stay REMOTE)
• Modern open office in beautiful San Mateo, CA; Los Angeles, CA; San Diego, CA; Austin, TX and Dallas, TX
• Subsidized gym membership
• Catered, free lunches
• Parties, picnics, and wine-downs
• Free parking

We take your privacy very seriously. Please review our privacy policy to see exactly how we protect your information here

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Notice to Recruiters/Staffing Agencies

• Recruiters and staffing agencies should not contact Apixio through this page. All recruitment vendors (search firms, recruitment agencies, and staffing companies) are prohibited from contacting our hiring manager(s), executive team members, or employees
• We require that all recruiters and staffing agencies have a fully executed, formal written agreement on file
• Apixio receipt or acceptance of an unsolicited resume submitted by a vendor organization to this website or employee does not constitute an actual or implied contract between Apixio and such organization and will be considered unsolicited and Apixio will not be responsible for related fees

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