DentalXChange

Support Engineer

• Provide oversight for the teams, ensuring alignment with organizational goals.
• Hold team members accountable for delivering timely and comprehensive support to clients, including Trading Partners, Channel Partners and DSOs.
• Provide team members with corrective action as needed.
• Coach and guide team members, fostering professional growth and maintaining high performance standards.
• Draft and deliver performance reviews.
• Approve team members’ timecards and time off requests.
• Act as a point of escalation for clients, resolving issues promptly and effectively.
• Serve as a liaison between external partners and internal development and connectivity teams, facilitating collaboration on special projects and enhancements.
• Actively nurture professional relationships with clients to encourage referrals and business growth.
• Represent the organization at industry events and customer meetings.
• Spearhead the recruitment and training process for departmental staff, focusing on cultivating a team with deep expertise in dental RCM and EDI.
• Ensure compliance with all relevant federal, state, and institutional policies and procedures, including data security protocols.
• Act as a liaison between internal teams to streamline communication and reduce redundant efforts.
• Live DentalXChange’s company values - Actively Care, Try Hard, Be Humble, and Feedback is a Gift.
• Other duties as assigned.

Technical Support Manager

Product Analyst

• Partners with Product & Engineering supporting and improving a diverse portfolio of software programs that provide solutions for dental offices, dental service organizations, and our partners.
• Uncover insights, creating data mappings, researching requirements, improving support tasks, drafting documentation and creating intellectual property across the solution portfolio.
• Source a variety of data needs from EDI, faxback, phone transcriptions and insurance payer portal sites to create data mappings, normalize response detail, and work closely with technical teams to implement update to data services.
• Partner with the Product & Engineering team to identify the best data source for each dental insurance payer and continuously research market trends to influence the product roadmap.
• Meticulously document data workflows and conduct User Acceptance Testing with technical teams for each product.
• Utilize Jira and Confluence to track detailed development task statuses, estimated availability dates, and monitor a backlog of requirements in the pipeline.
• Build relationships with dental offices, DSOs, and insurance companies to gain data source access.
• Evaluate implemented payer data feeds for accuracy, continuously improving data workflows.
• Partner with prospective clients on data analysis during the sales process to portray the value of the portfolio solution.
• Analyze market trends, facilitate user feedback collection, and triage customer escalations regarding product issues.
• Develop and deliver presentations, reports, and other documentation related to product analysis and findings.
• Other duties as assigned.
• Live DentalXChange’s company values.

Product Analyst I

• Partners with Product & Engineering supporting and improving a diverse portfolio of software programs that provide solutions for dental offices, dental service organizations, and our partners
• As a Product Analyst, you will be instrumental in uncovering insights, creating data mappings, researching requirements, improving support tasks, drafting documentation and creating intellectual property across the solution portfolio
• Source a variety of data needs from EDI, faxback, phone transcriptions and insurance payer portal sites to create data mappings, normalize response detail, and work closely with technical teams to implement update to data services
• Partner with the Product & Engineering team to identify the best data source for each dental insurance payer and continuously research market trends to influence the product roadmap
• Meticulously document data workflows and conduct User Acceptance Testing with technical teams for each product
• Utilize Jira and Confluence to track detailed development task statuses, estimated availability dates, and monitor a backlog of requirements in the pipeline
• Build relationships with dental offices, DSOs, and insurance companies to gain data source access
• Evaluate implemented payer data feeds for accuracy, continuously improving data workflows
• Partner with prospective clients on data analysis during the sales process to portray the value of the portfolio solution
• Analyze market trends, facilitate user feedback collection, and triage customer escalations regarding product issues
• Develop and deliver presentations, reports, and other documentation related to product analysis and findings

Technical Support Manager

Product Analyst I

Product Analyst – RCM