Production Escalations Specialist Position Summary
The Production Escalations Specialist will provide support to customer-facing teams to resolve escalations as assigned or deemed necessary. Must coordinate with various departments and external contacts to document, analyze, and assist in efficient resolution of escalations. This includes working with both in-house and third-party applications impacted in our production environment. In this role, the Production Escalations Specialist will work closely with others to identify, communicate, and document issues and their resolutions in the production ticket tracking system.
What You'll Be Doing As Our Production Escalations Specialist
- Provide secondary support to customer facing teams in escalation and bug resolution.
- Collaborate as needed with other internal teams including, but not limited to: EDI Specialists, Development, Sales, Client Services, Payer Relations, Trading Partners, RCM Tech Support, and Channel Partners.
- Proactively communicate regarding updates, issues, and resolutions.
- Utilize numerous applications to research escalations, including, but not limited to: Partner Support, CustCare, SQL, Notepad ++, SoapUI, and Postman.
- Review and provide feedback on various EDI formats (X12, XML, JSON, etc.).
- Maintain accurate support tickets, documentation, and follow-up.
- Perform tests on production and pre-live applications to troubleshoot issues and UAT fixes related to bugs/RFEs escalated to the Development team.
- Develop and maintain professional relationships with clients, vendors, and other department members.
- Assist as needed with training guides and supporting other team members.
- Live DentalXChange's company values: Actively Care, Try Hard, and Be Humble.
- Other duties as assigned.
What You'll Bring To The Team As Our Production Escalations Specialist
- Some college and 1 year of related experience preferred.
- Ability to quickly gain a solid understanding of DentalXChange processes and applications.
- Basic knowledge of EDI transaction types preferred (X12 837D, 270/271, 835; XML; etc.)
- Ability to effectively manage time and prioritize.
- Strong verbal and written communication and interpersonal skills.
- Proficient in all MS Office applications and use of the internet.
- Ability to successfully multitask with accuracy in a fast-paced environment.
- Working knowledge of technical and procedural aspects and functions.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Pay range is $21.00 to $24.50 per hour DOE
What We Offer
- Challenging and rewarding career opportunities with room for growth as we grow!
- Medical, dental, and vision benefits – eligible first of the month after start date
- Unlimited PTO
- Paid time off for sick, jury duty, bereavement
- 9 company paid holidays
- 401k with company match
- Health Advocate
- Healthcare and dependent care flexible spending accounts
- Friendly co-workers and a positive culture!
EDI Health Group dba DentalXChange understands the importance of privacy and takes seriously the need to protect job applicants' personal information. Applicants should be aware that we collect and use personal information in accordance with the California Consumer Privacy Act (CCPA). For more details on how we handle your information and your rights under the CCPA, please visit our Privacy Policy.
DentalXChange is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates. The more inclusive we are, the better our work will be.
