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Product Support Analyst I in Brentwood at Parallon

Date Posted: 5/24/2019

Job Snapshot

Job Description

Parallon believes that organizations that continuously learn and improve will thrive. That’s why after more than a decade we remain dedicated to helping hospitals and hospital systems operate knowledgeably, intelligently, effectively and efficiently in the rapidly evolving healthcare marketplace, today and in the future. As one of the healthcare industry’s leading providers of business and operational services, Parallon is uniquely equipped to provide a broad spectrum of customized revenue services.

Product Support Analyst I

**This is a work from home position**

Job Summary – The Product Support Analyst I is responsible for providing third (3rd) level technical and end-user support for front and back office revenue cycle systems. The Analyst serves as a liaison between IT&S, system Vendors, and other business areas to solve technical and business problems and align with business strategic and operational objectives. They assist in small projects with the guidance and oversight from the Product Analyst II and Senior Product Analyst. They begin development of facilitation and interpersonal communication and demonstrates skills in organization, prioritization, and professionalism.

Supervisor – EPMS Manager

Supervises – None

Duties (included but not limited to)
•Contribute functional and technical input to the resolution of inquiries from business areas within their area of specialization
•Capture product defects (i.e. errors, broken functionality) and submit to the vendor
•Document product enhancements for vendor solutions
•Promote continuous improvement and best practice in processes and performance
•Collaborate with deployment/Quality Assurance technical teams and system vendor to capture technical operational requirements for a production deployment (i.e. points of failure, scheduled jobs) to support transition to System Operations with initial production implementation/pilot
•Resolve system issues and problems
•Practice problem avoidance and root cause analysis
•Document the business need for vendor delivered solutions
•Participate in deliverables for small to medium project and product upgrades
•Collaborate in process improvement projects with business analyst as needed
•Promote continuous improvement and best practice in processes, performance, and data accuracy and submit projects for consideration
•Manage and monitor product life cycles
•Execute queries for product research and data flow reconciliation
•Manage and execute utilities
•Complete dataflow reconciliations between various revenue cycle and workflow systems
•Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”
•Other duties as assigned

Knowledge, Skills, and Abilities

•Analytical Skills - Demonstrates strong analytical, critical, and lateral thinking skills, delivering work product (verbal and written communication) that represents applied thinking and analysis (combining requirements elaboration concepts and techniques with business knowledge and understanding)
•Technical Skills – A grasp of standard healthcare data structures and data sources, messages, and payer adjudicated claims and payment data
•Problem solving Skills - Exhibit problem-solving skills with the ability to proactively identify critical issues upstream to prevent downstream impact and willingness to escalate as appropriate to bring awareness of issue
•Healthcare Reimbursement Knowledge - Understands Third Party reimbursement for physicians and/or hospitals
•Communication - communicates clearly and concisely, verbally and in writing, utilizing proper punctuation and correct spelling
•Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
•Interpersonal skills - able to work effectively with other employees, patients, and external parties
•PC skills - demonstrates proficiency in Microsoft Office applications and others as required
•Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures, and systems
•Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes; able to work quickly and accurately in a fast-paced environment while managing multiple demands; able to work both independently and collaboratively as a team player; demonstrates adaptability, analytical and problem solving skills, and attention to detail; and able to perform basic mathematical calculations, balance and reconcile figures, and transcribe accurately

Associates Degree is preferred. Equivalent work experience may substitute for education requirements.

Minimum one to two year related experience required



Physical Demands / Working Conditions– Requires prolonged sitting/standing, some bending, stooping, walking and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports or other information. Requires lifting papers/boxes and pushing/pulling up to 25 pounds occasionally. Work is performed in an office environment or hospital setting. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

OSHA Category– The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way.