Healthcare Product Specialist ($90-110K)

The Product Support Specialist drives the success of customer implementation and production support to ensure expectations are met and ensures continued customer satisfaction. The Product Specialist serves as the team's interface to customer operations which includes implementation, production support, development, configuration, quality assurance, product documentation, compliance, and other internal departments. This specialist provides product direction throughout the customer lifecycle to ensure a consistent customer experience and to maintain the integrity of the broader software platform. The ideal candidate has the passion and desire to create highly satisfied customers, improve the product line, advance their own knowledge, and help remove impediments so the team can consistently move forward.

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Responsibilities:

• Able to adapt to competing demands, take on new responsibilities, and adjust plans to meet changing priorities
• Provide Solutions approval as required by the release management process.
• Maintain positive, constructive approach to problem solving internally and during customer interactions with focus on timely and accurate issue resolution
• Identify problems within the UM/CM, Appeals/Grievance Management and Pharmacy products and communicate them through established change management process.
• Define Care Management, Appeals and Grievance Management and Pharmacy Management product content, workflow and SLA’s to meet client and regulatory / accreditation requirements.
• Support client implementations of our UM/CM, Appeals/Grievances and Pharmacy Management products as a Specialist for product definition, market trends and dynamics, development process and current industry events/impacts.
• Work closely with internal release management, development, IT/Operations, compliance and other departments for timely implementation of new platform feature enhancements, continued product support and product innovation.
• Document and maintain use case requirements to test accurate system functionality testing.
• Conduct end to end Care Management, Appeals Management and Pharmacy Management modules testing to ensure accurate functionality prior to releasing to internal model and / or new revision releases.

Education/Experience:

• Proficient with Word, Power Point, Excel, Visio and Document Management
• Bachelor’s degree preferred in Marketing, Computer Science or related fields
• Excellent written, verbal communication and interpersonal skills
• Three to five years of health plan or managed care experience, preferred
• Previous experience defining, building and executing test cases a plus
• Five (5) years Utilization Management, Appeals/Grievances Management or Pharmacy Management experience required
• Prior Clinical experience (Nursing RN, LPN, etc) a big PLUS
• Previous experience translating business requirements into system configuration,
• Previous “Scrum” based product development experience in SaaS environment preferred.
• Experience supporting a healthcare software product