Product Support Specialist

Company : CraftAny IT Solutions LLP

Position : Product Support Specialist

Domains Expertise: Healthcare Revenue cycle management (RCM), Payer and Provider workflow,

Account receivable (AR) management, ICD 10, CPT, HCPCS, NDC, HL7, FHIR, EHR, EMR, Medicare and Medicaid

Job Responsibilities:

• Responsible for handling Level 1 and Level 2 analysis, troubleshooting and resolution related to PMS / Billing application.
• Able to read EDI X12 files 837P/I, 835, 277CA, 999, 270/271 and coordinate with clearing house and Payers (Insurance Companies)
• Knowledge on Provider enrollments with Payers.
• Responsible for handling product queries.
• Handling all the communication related to the assigned customer accounts.
• Ensuring SLAs to better level than customer contract.
• Diagnosing the issue with the piece of software and creating a response to the problem
• Acting as the escalation point for unresolved problems
• Collaborating with the product development team
• Contributing to the improvement of support processes and documentation
• To execute tasks allocated by the reporting manager in a timely manner
• Mentoring junior team members
• Functional walkthrough to development team
• User story writing, backlog refinement and management, attend all agile scrum events

Required Skills:

• 6+ years as a product support specialist in a software development environment
• Strong verbal and written communication skills
• Multitask and handle various tasks based on priority
• Interpersonal, consultative skills and Facilitation skills
• Analytical thinking and problem solving
• Being detail-oriented and capable of delivering a high level of accuracy
• Healthcare software experience with healthcare claims data and/or electronic health

records

• Working knowledge of JIRA, Azure Boards
• Knowledge of business structure

Experience 8 to 12 Years

Education B.E. / B.Tech. / MCA / MSc

Office hours 5:30 PM to 2:30 AM (5-day week)