Product Support Associate

Product Support Associate

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Location: Boston, MA or Belfast, ME

Position Summary

As a Product Support Associate on the Denials Management Operations Team, you will play a critical role in driving software enhancement initiatives that optimize operational efficiency and elevate service outcomes for the Denials Service Line and our clients. You will be responsible for collaborating with our Product Team in the development and execution of the product roadmap, ensuring alignment with business goals and client needs.

Job Responsibilities

Analyze business challenges and opportunities, developing service enhancement visions and crafting detailed business cases to justify investment.

Collaborate with the Product team to scope and prioritize product enhancement opportunities that align with business goals and operational needs.

Develop impact and adoption metrics to assess new product features and create reports to monitor metric changes.

Serve as a liaison between Product and Operations, ensuring clear communication of project requirements and providing regular updates to leadership and stakeholders.

Lead coordination of alpha/beta tests and user acceptance testing by leveraging available resources to ensure successful execution.

Serve as a subject matter expert on the Denials Service Line, providing operational insights to help inform product development.

Manage project timelines, resource allocation, and task prioritization to drive timely delivery of initiatives and ensure alignment with company-wide and department-specific objectives.

Typical Qualifications

Required

Strong analytical skills with the ability to interpret data and drive actionable insights.

Proven project management expertise with the ability to plan, execute, and deliver initiatives on time and within scope.

Experience working with diverse, cross-functional groups and able to build relationships, communicate clearly, and align diverse interests to achieve common goals.

Demonstrated leadership capabilities to guide teams, influence outcomes, and foster collaboration.

Mastery of the entire suite of Microsoft Office applications

Preferred

Working knowledge of the healthcare revenue cycle with a focus on claim resolution and denials management.

Advanced proficiency writing complex SQL queries and utilizing BI platforms such as Tableau, Power BI, Sigma Computing, or equivalent to perform data analysis and create insightful visualizations.

Experience working in an Agile framework with a solid understanding of Agile principles, processes, and ceremonies.