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Tech Stack
Tools & technologiesAzureServiceNowSQL
About the role
Key responsibilities & impact- Monitor the HealthHelp issue portal daily, serving as the sole owner of the triage queue from intake through resolution or escalation.
- Reproduce and validate reported issues across applications, EDI transactions, integrations, and data to confirm whether a true defect exists.
- Distinguish between application bugs, EDI/integration failures, data discrepancies, and workflow misunderstandings; close non-bug tickets with a clear explanation to the submitter and backlog recurring misunderstanding patterns for escalation to the appropriate training team.
- Convert validated defects into DevOps bugs with full documentation and manage the triage bucket on an ongoing basis.
- Monitor auth reported tables for failed authorization records and action within SLA to prevent gaps in payer claim system visibility.
- Coordinate with the Scrum Master and Product Director to prioritize confirmed bugs and determine Program Increment (PI) placement.
- Route optimization requests to the weekly Change Control Board (CCB) rather than the development queue.
- Escalate client-impacting issues to Client Managers and data-related issues to the data team as appropriate.
Requirements
What you’ll need- 3+ years of experience in a technical triage, IT operations, or healthcare IT support role.
- Experience working with issue or ticketing portals (e.g., Jira, ServiceNow, Azure DevOps, or similar).
- Ability to reproduce and investigate software and integration issues independently.
- Strong communication skills; able to translate technical findings for non-technical end users and leadership.
- Highly organized with strong attention to detail and consistent follow-through.
- Familiarity with EDI standards, specifically X12 278 (prior authorization transactions).
- Experience in healthcare IT, utilization management, or prior authorization workflows.
- Exposure to Agile/SAFe development environments and DevOps practices.
- Basic understanding of SQL or data querying for investigative purposes.
- Experience with FHIR-based integrations or payer/provider interoperability (preferred).
Benefits
Comp & perks- Medical, dental, and vision insurance
- Paid time off (PTO), holidays, and sick leave
- 401(k) with company match or other retirement plan
- Life and AD&D Insurance
- Employee Assistance Program
ATS Keywords
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Hard Skills & Tools
SQLDevOpsAgileSAFeEDIX12 278FHIRdata queryingissue reproductiontechnical triage
Soft Skills
communicationorganizationattention to detailfollow-throughproblem-solvingindependencecollaborationescalation managementprioritizationdocumentation