Lead Support Engineer

Overview

Edifecs is looking for a candidate to join the Encounter Management Support Engineering team. The goal of the role is to provide “Customer WOW” to the Edifecs client base and well as mentor team members. This opportunity will help the candidate grow in either a technical trajectory to individual contributor Engineer or a People Management role.

What you will do

• Provide direct developer support to enterprise clients related to technical and operational aspects of the Edifecs Encounter Management products.
• Provide mentorship and task guidance to team members. Partner with product and engineering teams to bring issues to resolution.
• Assist development team with performance analysis and testing during release cycles for service packs, hot fixes etc.
• Collaborate in virtual teamwork with other Support staff.
• Ensuring service level agreements (SLAs) are met
• Conducting root cause analysis of recurring issues
• Host online troubleshooting and investigation sessions on customer’s production environments. Deliver a consistent, responsive and satisfying customer experience with each contact.
• Collect all necessary problem details from customers to be able to effectively see the problem to resolution. Successfully reproduce customer issues in a controlled test environment.

What you will bring

• Strong Knowledge of core Edifecs Smart Trading Products (e.g XEngine, XEServer, Transaction Management) and Must have knowledge of EM (Encounter Management).
• Knowledge of ETL processes, Datamart issues, best practices and troubleshooting
• Exposure of end-to-end implementation of more than 2 customers.
• Bachelor’s degree, or foreign degree equivalent, in Computer Science, Engineering, or related field, plus 5 years of progressive, post-baccalaureate experience in product support in the healthcare industry, including:
• 10 years of experience in reading and writing relational database queries using T-SQL or ANSI-SQL and hands-on experience developing or supporting applications using one or more of the following technologies/languages: VB, Jscript, Java, Perl, C# or VB.Net.
• 5 years of experience working with code or scripting development and with Edifecs EDI and EDI systems and knowledge of HIPAA.
• 5 years of successfully delivering on managed projects tailoring communication to all audiences (Executive to Engineer Level)
• Basic understanding on Networking, Firewall and Routing concepts
• Strong knowledge around End-to-end US healthcare Industry business.
• Ability to identify and clarify problems, set goals and able to resolve issues
• Ability to work effectively on multiple tasks.
• Ability to adapt to 24*7 work environment.
• Strong verbal and written communication skills.

About Edifecs

Edifecs provides market-leading technology to its payer and health system customers, which serve nearly 300 million people in the U.S. healthcare market. For over 25 years, Edifecs has enabled customers to unlock greater value with their healthcare data management platform which includes its Best in KLAS healthcare interoperability cloud solution. Edifecs’ healthcare SaaS solutions, available on both public and private clouds, serve as the foundation that eliminates stakeholder friction to overcome healthcare’s biggest challenges, including accelerating value-based payment adoption and obtaining more complete and accurate care funding for alternative payment models. Edifecs’ solutions are powered by AI that incorporates generative AI and LLMs, natural language processing, and machine learning, to provide deeper insights into patients, populations, and business processes. As new standards and regulations continually emerge from government agencies, Edifecs is a proven partner to support its customers road to “evergreen” compliance. Edifecs customers include 24 of the 25 top commercial health plans in the country, 29 of the 52 Medicaid programs, and 6 out of 10 of the largest health systems.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, or disability status. Our corporate credo of innovation, collaboration, customer-centricity, and integrity drive and inform all our actions and decisions. Please contact [email protected] for more information.