Hybrid Production Support Consultant

at Hearst Health

• Job title: Production Support Consultant
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, Tampa, United States

About the role

• Production Support Consultant serving as primary liaison between MHK and customers. Managing client accounts, resolving issues and improving processes for increased functionality.

Responsibilities

• Represent MHK by acting as a central point of contact for assigned customer(s)
• Build rapport quickly; reliably meets agreed timelines; captures and relays client feedback
• Grow client trust organically as a product advisor by proving an ongoing value through accountability, proactive communication and transparency, while providing tailored solutions aligned to each client’s goals and use cases. Consistency creates reliability, and the client’s success is MHK’s success.
• Maintain a detailed knowledge of the customer’s business processes and systems
• Provide expert guidance and support, becoming a go-to resource for client needs
• Effectively communicate CMS compliance changes as issued by MHK Compliance
• Coordinate configuration and/or code deployments as necessary
• Track, triage and resolve reported defects and support client configuration questions
• Facilitate weekly client meetings, work through priority issues, and plan future initiatives
• Coordinate training of the MHK application
• Assist with the prioritization of initiatives by providing recommendations, documenting risks, and outlining mitigation strategies
• Review MHK enhancements with clients
• Coordinate the work of both support and development resources when required
• Collaborate to identify changes in scope in accordance with change control procedures
• Allocate, and approve resource bookings and manage time in time reporting system
• Collaborate to meet Service Level Agreements for assigned customers
• Travel to client sites as necessary (less than 20% annually)
• Perform other duties as assigned

Requirements

• A minimum of 2 years of professional experience in client software support, specifically assisting in a business-to-business customer setting, is required.
• Moderate technical exposure to SQL statements and writing basic SQL queries is preferred
• Experience with Jira or other ticketing tools, as well as Microsoft Office suite is preferred
• Excellent presentation, communication, and customer service skills
• Ability to communicate complex problems in an easily understood manner
• Ability to effectively communicate client business needs to technical staff
• Attention to detail and excellent analytical skills
• Managed Care knowledge/experience is strongly preferred
• Health insurance industry experience/knowledge is strongly preferred
• Well organized with the ability to prioritize and handle multiple assignments
• Demonstrable aptitude to become proficient as a user in MHK software modules
• Project management / implementation support experience is preferred
• Previous experience with the MHK application or similar software is a plus.
• Ability to support West Coast hours 9-5pm PST / 12pm - 8pm ET

Benefits

• Medical, vision, and dental plans for full time employees
• 401(k) offered with a generous match
• Benefits begin on first day of the month following employment
• Exercise/Health Club reimbursement opportunity
• Monthly dependent care reimbursement opportunity
• Short Term and Long Term disability
• Basic Term Life and AD&D Insurance
• 18 days Paid Time Off
• 15 Company Paid Holidays