Randstad Digital Americas · 8 hours ago
Product Support Analyst (MDStaff Product Line)
United States
Full-time
Remote
Mid Level
$50/hr - $57/hr
3+ years expRandstad Digital Americas is seeking a Product Support Technical Analyst to provide expert technical support for their MD Staff and MD Stat applications. This role involves troubleshooting complex application issues, guiding clients through workflows, and ensuring compliance with relevant regulations.
Information Technology & Services
Responsibilities
Provide technical support for the MD Staff (including core credentialing and provider enrollment modules) and the MD Stat (including peer review and FPPE) platforms via phone, email, and ticketing system
Diagnose, analyze, and resolve complex application issues, data discrepancies, configuration problems, and integration errors
Utilize advanced troubleshooting techniques, including UI replication, audits and ad hoc reports, as well as GCP BigQuery and SQL database querying
Escalate unresolved critical issues to leadership and/or vendors, providing detailed documentation, reproduction steps, and impact assessments
Manage a personal queue of support tickets, adhering to defined service level agreements (SLAs) for response and resolution times
Develop and maintain expert level knowledge of the functionality, architecture, and data flow of the MD Staff and MD Stat products, as well as related data assets
Guide clients through complex workflows, version upgrades, configuration changes, and data migration procedures
Act as a liaison between clients and internal teams as needed to ensure a unified approach to problem solving and product improvement
Contribute to the creation and maintenance of internal knowledge base articles, troubleshooting guides, and client facing documentation
Perform UI and database investigations (primarily ad hoc reports, SQL Server, and GCP BigQuery) to verify data integrity, identify root causes of data related issues, and execute necessary data fixes and change control procedures
Assist with testing fixes, new functionality, and new releases prior to client deployment
Assist with development, implementation, and maintenance of integrations including outbound reports, SFTP, API, and HL7 MFN, and inbound files (MD Stat)
Monitor/analyze system performance and integration points (e.g., SQL DataWarehouse, HL7, APIs, SFTP) to identify potential bottlenecks or failures
Ensure all support activities comply with HIPAA and other relevant regulatory standards regarding Protected Health Information (PHI)
Maintain accurate and thorough records of all customer interactions and technical issues in the support ticketing system
Identify recurring issues and trends, reporting findings to management to drive continuous product and service improvement
Qualification
Preferred
Experience with healthcare Provider Credentialing, Privileging, and/or Payor Enrollment Management, especially MD Staff and/or MD Stat
3+ years of experience in a technical support role, preferably supporting enterprise level credentialing and/or enrollment software applications
Strong proficiency in GCP BigQuery and SQL for querying databases, data manipulation, and troubleshooting application issues
Demonstrated ability to analyze complex technical problems and provide effective, timely solutions
Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non technical audiences
Proven customer service orientation and conflict resolution skills
Familiarity with Google Suite, Microsoft Office, ServiceNow, Jira, GCP Looker, Tableau, REDCap
Experience supporting web based applications, including an understanding of web service technologies (REST/SOAP) and API troubleshooting
Benefits
Medical
Prescription
Dental
Vision
AD&D
Life insurance offerings
Short-term disability
401K plan
Company
Randstad Digital Americas
Randstad Digital is a trusted digital enablement partner that facilitates accelerated transformation for businesses by providing global talent, capacity, and solutions across specialized domains.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Graig Paglieri
CEO, Randstad Digital Americas
Pascal de Hesselle
SVP, Executive Client Partner - Technology, Media & Telecom
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