Product Support Analyst II

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Product Support Analyst II in the United States.

This role sits at the intersection of healthcare operations, application support, and revenue cycle integrity, focusing on real-time eligibility (RTE) and coverage verification workflows that directly influence denials, patient outcomes, and financial performance. The Product Support Analyst II works within a fast-paced, cross-functional environment where technical analysis and healthcare domain knowledge are equally critical. You will investigate eligibility and configuration issues, support automation within front-end applications, and help ensure accurate business rule execution. The role requires close collaboration with engineering, product, operations, payer services, and implementation teams. It is highly analytical and detail-driven, requiring strong problem-solving skills and comfort working with structured data and business rules. This position offers meaningful exposure to both healthcare technology and operational decision-making at scale.

• Interpret and act on real-time eligibility (RTE) responses to determine coverage, authorization outcomes, and downstream impacts on revenue cycle processes.
• Perform root-cause analysis on eligibility, coverage, and business rule issues, driving resolution through structured troubleshooting and cross-team coordination.
• Configure and maintain business rules within systems, ensuring alignment with operational requirements and minimizing negative impacts such as denials or billing errors.
• Collaborate with product, engineering, operations, payer services, and implementation teams to support both existing clients and new deployments.
• Write clear and actionable user stories with defined acceptance criteria to support system improvements and enhancements.
• Use SQL to query, analyze, and validate data in support of issue resolution and system monitoring.
• Monitor production environments, manage tickets through support systems, and coordinate troubleshooting with internal and external stakeholders.
• Develop and maintain SOPs and technical documentation, leveraging automation and AI tools where appropriate.

Requirements:

• Strong hands-on experience interpreting real-time eligibility (RTE) responses within healthcare or insurance environments.
• Solid understanding of medical insurance concepts, including coverage rules, eligibility logic, and revenue cycle implications.
• Proficiency in SQL, including querying, joins, and basic data manipulation for analysis and troubleshooting.
• Experience working with ticketing systems such as ServiceNow or similar platforms.
• Strong analytical and critical thinking skills with the ability to independently diagnose and resolve complex issues.
• Excellent attention to detail and a quality-first mindset in all aspects of work.
• Effective communication skills with the ability to engage both technical and non-technical stakeholders.
• Advanced Excel skills, healthcare application support experience, or exposure to client implementations are strong pluses.

Benefits:

• Competitive annual base salary ranging from $62,466.83 to $78,083.54, depending on experience, skills, and location.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Opportunities for career growth within a dynamic and evolving healthcare technology environment.
• Exposure to cross-functional collaboration across product, engineering, operations, and client-facing teams.
• Flexible and supportive work environment focused on continuous learning and professional development.
• Participation in initiatives that improve patient access, revenue cycle performance, and healthcare outcomes.
• Inclusive workplace committed to equal opportunity and a harassment-free environment.