Senior Application & Technical Support Specialist - Healthcare Decision Support

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Requirements:

• 4+ years of product experience or relevant work in healthcare technical support.
• Strong understanding of Healthcare Costing.
• Experience with Axiom Financial/Decision Support application.
• Proficient knowledge of Microsoft technologies, especially Excel.
• Working knowledge of SQL.
• Experience in technical issue resolution and escalation procedures.
• Proven experience managing multiple projects with competing priorities.
• Experience with a case management tool; Salesforce knowledge is a plus.
• Proficiency with Tableau or similar data visualization tools is a plus.

Responsibilities:

• Troubleshoot and resolve advanced technical issues independently.
• Lead root cause analysis efforts and implement long-term solutions.
• Serve as an escalation point for complex client issues.
• Prioritize and manage cases according to SOP guidelines.
• Update and maintain accurate customer records.
• Develop and deliver training sessions for customers and internal teams.
• Collaborate with cross-functional teams to enhance product support.
• Ensure secure handling of PHI data in compliance with HIPAA regulations.
• Mentor junior staff in customer management and case work.