Senior Application Support Analyst

COMPANY OVERVIEW:

HealthAxis is a prominent provider of core administrative processing system (CAPS) technology, business process as a service (BPaaS), and business process outsourcing (BPO) capabilities to healthcare payers, risk-bearing providers, and third-party administrators. We are transforming the way healthcare is administered by providing innovative technology and services that uniquely solve critical healthcare payer challenges negatively impacting member and provider experiences.

We live and work with purpose, care about others, act with integrity, communicate with transparency, and don’t take ourselves too seriously.

We're not just about business – we're about people. Our commitment to a people-first approach shapes everything we do, from collaborating as a team to serving our valued clients. We believe that creating a vibrant and human-centric environment can inspire engagement, empower our team members, and ignite a sense of purpose in all that we accomplish.

PURPOSE AND SCOPE:

As an Application Solution Analyst, you will play a key role in helping healthcare organizations realize the full value of our SaaS platform. You’ll partner with new customers to demonstrate product capabilities, design tailored solutions, configure the application to meet their operational needs, and support onboarding and interoperability integrations.

This role sits at the intersection of healthcare operations, technology, and customer success — ideal for someone who loves solving problems, engaging directly with clients, and making healthcare systems work smarter.

PRINCIPLE RESPONSIBILITIES AND DUTIES:

• Lead engaging product demonstrations and solution presentations for prospective and new customers.

• Collaborate with clients to gather and analyze business and functional requirements.

• Design and document requirements to configure the SaaS application to support customer-specific workflows for claims, authorizations, eligibility, and member management.

• Support customer onboarding, testing, and go-live activities.

• Work with interoperability teams to establish data integrations via APIs, HL7/FHIR, or X12 transactions.

• Troubleshoot configuration, data, and performance issues, providing resolution and documentation.

• Develop and maintain solution documentation, configuration guides, and client-specific reference materials.

• Partner closely with Product Management, Engineering, and Customer Success teams to ensure a seamless implementation experience.

• Contribute to continuous improvement of solution templates, configuration standards, and onboarding processes.

• Act as a trusted advisor to clients, helping them align system capabilities with operational best practices.

• Perform deep technical tasks related to HealthAxis applications, diagnostic/fix skills.

• Diagnose and troubleshoot technical issues, including account setup, configuration, & on-going support.

• Build knowledgebase by managing the creation of documentation that describes technical solutions.

• SLA Management and Enforcement with consistent delivery of excellent customer service.

• Validate interface transmissions and the execution of various batch processes.

• Research and identify solutions to software issues, utilizing internal and external resources.

• Provide prompt and accurate feedback to customers.

• Maintain a current level of knowledge and expertise on supported HealthAxis systems.

EDUCATION, EXPERIENCE, AND REQUIRED SKILLS:

• A minimum of 5 years' experience as a technical support, software engineering, application support or solutions analyst in a healthcare IT or BPO services organization.

• Strong knowledge of healthcare payer operations — claims, authorizations, eligibility, utilization management, or TPA processes.

• Familiarity with Medicare and Medicaid program rules and CMS requirements.

• Experience configuring or supporting SaaS applications in healthcare or a similar enterprise environment.

• Understanding of data integration and interoperability (REST APIs, HL7/FHIR, X12, ODBC/JDBC).

• Ability to translate business workflows into technical configuration requirements.

• Competence in data analysis and SQL or reporting tools (Power BI, Tableau, etc.).

• Excellent written, verbal, and presentation communication skills.

• Experience supporting software implementations or onboarding projects.

• Ability to manage multiple customers, priorities, and timelines simultaneously.

• Strong problem-solving, critical thinking, and documentation skills.