Note: The job is a remote job and is open to candidates in USA. Claritev is a healthcare technology and services company focused on making healthcare more transparent and affordable through data, technology, and expertise. The Lead Support Analyst provides advanced configuration, troubleshooting, escalation support, quality review, training, and workload coordination for Oracle Health Charge Services while supporting charge integrity and revenue cycle operations.
Responsibilities
- Perform advanced configuration and maintenance of Charge Services build components, including charge triggers and charge routing rules, following established build standards and change-control procedures
- Serve as the first point of escalation for complex, ambiguous, or high-impact charge capture and charge routing tickets that other Support Analysts cannot resolve independently
- Review and quality-check ticket resolutions completed by other Charge Services Support Analysts, providing feedback and coaching where needed
- Train new Charge Services Support Analysts on build standards, ticketing procedures, and common troubleshooting approaches
- Help coordinate day-to-day ticket assignment and workload distribution across the Charge Services support team
- Log, triage, and resolve tickets related to missing, duplicate, or inaccurate charges and charge routing errors within assigned SLAs
- Lead or support testing and validation of Charge Services configuration changes, break/fix corrections, and approved enhancements
- Monitor charge description master (CDM) mapping and related dictionaries for accuracy, flagging and helping resolve discrepancies
- Pull, organize, and interpret charge reconciliation data, partnering with senior revenue cycle staff on root cause analysis of recurring issues
- Coordinate with revenue cycle, HIM/coding, and clinical application support teams to confirm ticket resolutions align with billing expectations
- Escalate charge capture or revenue integrity issues with compliance-sensitive or unclear implications to senior consultants or revenue cycle leadership
- Coordinate with Core, Lab, and Interface support teams on cross-domain issues affecting charge generation or downstream billing
- Participate in and help coordinate release testing and regression checks for Oracle Health code updates affecting Charge Services domains
- Assist with and help lead periodic charge audits and payer-driven configuration changes
- Maintain and improve documentation for Charge Services build standards, training materials, and support ticket notes
- Track ticket volume and SLA compliance across the team and report trends and improvement opportunities to Claritev Support Services leadership
- Take part in and help coordinate on-call or after-hours support rotations for the Charge Services support team
- Identify recurring charge issues that point to a need for broader process or configuration review and help drive process improvements
Skills
- Associate's or Bachelor's degree in a related field (e.g., Health Information Management, Finance, Business, Health Informatics), or equivalent related experience
- 5+ years of experience supporting or configuring Oracle Health (Cerner Millennium) Charge Services applications
- Demonstrated experience training, mentoring, or informally guiding other analysts or support staff
- Strong working knowledge of charge capture workflows and charge description master (CDM) structures
- Ability to independently resolve complex or ambiguous charge configuration and ticket issues
- Solid understanding of revenue cycle concepts such as charge leakage and charge reconciliation
- Comfort working in a ticketing/ITSM environment (e.g., ServiceNow) with defined SLAs, including experience monitoring ticket queues or workload across a team
- Strong attention to detail, given the financial and compliance weight of charge-related work
- Excellent written and verbal communication skills, with the ability to coach others and coordinate across revenue cycle, finance, and technical teams
- Willingness to participate in and help coordinate on-call or after-hours support rotations
- Familiarity with HIPAA regulations and applicable billing/coding compliance requirements
- Comfortable using standard office software and equipment, including MS Office
Benefits
- Remote work arrangement
- Health insurance
- 401(k)
- Annual bonus opportunity
- Medical, dental, and vision coverage
- Life and disability coverage
- 401(k) with company match
- Employee stock purchase plan
- Flexible spending accounts and health savings accounts
- Paid time off and company holidays
- Paid parental leave
- Mental health resources
- Tuition reimbursement
- Financial planning resources
- Professional development opportunities
Company Overview