Overview
Responsibilities
Qualifications
Senior Production Support Analyst
(Remote)
About Us:
Matrix Medical Network is the nation’s leading independent provider of comprehensive in-home health assessments, serving Medicare Advantage, Managed Medicaid and Commercial patients across all 50 states. With a network of 3,000 + clinicians, we deliver personalized Whole Person Care that includes diagnostic testing, risk identification, medication management and preventive health education, empowering people to better manage acute and chronic conditions. Guided by our mantra- We see you. We hear you. We’ve got you.- and our core values of Integrity, Accountability, Trust, Respect and Passion, we are committed to creating a culture where both patients and teammates feel valued, supported and heard.
Why Work at Matrix?
- The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.
- A chance to work with great people on exciting projects.
- Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
- Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.
Responsibilities
About the role:
Type: Full Time, Salary
Compensation: $101,000-$151,000; Bonus 10%
Location: Fully Remote, must be in the United States
Hours: Full Time Days
Benefits Offered to include: Medical, Dental, Vision, paid time off, paid holidays, 401K with company matching, voluntary life insurance, short term disability, long term disability, employee assistance program, health savings account, flexible spending accounts, additional voluntary benefits available.
What to expect:
The Senior Production Support Analyst is the senior operational owner for the member scheduling and access platform, the front door of the member journey, covering scheduling for in-home and telehealth assessments, primary care visits, and quality and care-gap closure visits. The analyst leads Tier 2 and Tier 3 incident response, owns root cause and problem management, and sets the monitoring, runbook, and release validation standards for the platform and its integrations.
The role works daily with the Senior Product Owner, the scheduling platform engineering team, the central Data and Quality Assurance (QA) teams, the IT Service Desk, and external scheduling and health plan partners. Because scheduling failures reduce completed visits, the analyst ties incident and defect data to conversion impact so the Senior Product Owner can prioritize fixes on measurable outcomes. The analyst also mentors less experienced support staff.
Systems and Processes Supported
- Core scheduling platform: initial scheduling, in-home and telehealth assessment scheduling, and quality and care-gap closure visit scheduling.
- Provider access and demand-capture scheduling engine: geographic capacity balancing, progressive scheduling windows, and travel versus non-travel service rules.
- Real-time scheduling integrations with health plan partners, and the partner API gateway.
- Self-service channels: SMS self-scheduling, the member self-scheduling portal, and the preference center.
- External integrations with EHR platforms and third-party consumer scheduling networks.
- The platform’s event-driven architecture, and the canonical data standards and test automation practices shared with the central Data and QA teams.
- Agile delivery with the engineering team: sprints, backlog grooming, and release planning.
Responsibilities
- Lead Tier 2 and Tier 3 incident intake, triage, and diagnosis. Act as incident lead on high-severity events, coordinating engineering, partners, and business stakeholders through resolution and post-incident review.
- Monitor platform availability, SMS delivery, the member portal, provider capacity outputs, event processing, and health plan, EHR, and scheduling network integration feeds. Define alert thresholds, service level indicators, and dashboards with engineering.
- Diagnose integration failures by analyzing API requests, responses, logs, and event flows to determine whether a fault sits in the platform, a partner system, or the data.
- Resolve complex scheduling data errors, including duplicate or orphaned appointments, capacity and scheduling window rule errors, and member access cases, using SQL and approved tooling under PHI handling controls. Build repeatable fixes in place of one-off corrections.
- Own problem management. Lead root cause analysis with engineering, track repeat incidents to closure, and submit findings to the Senior Product Owner as prioritized backlog items with defined impact.
- Quantify conversion impact. Use scheduling and outreach analytics to measure how incidents and defects affect scheduling conversion and completed visits, and supply that data to the Senior Product Owner’s conversion optimization work and business cases.
- Serve as first contact and escalation point for health plan, EHR, and scheduling network partners. Track partner SLAs and open items to closure and lead partner troubleshooting.
- Take part in sprint ceremonies, backlog grooming, and release planning. Define production readiness and validation criteria, validate releases, run smoke tests with QA, and watch for post-release regressions. Recommend test automation coverage with the central Data and QA teams.
- Own runbooks, known-issue lists, and escalation paths. Automate recurring support tasks with scripting and AI-enabled productivity tools where appropriate.
- Report monthly to the Senior Product Owner and IT leadership on incidents, root causes, repeat issues, mean time to detect and resolve, and engineering time spent on production issues.
- Mentor and train support staff and the IT Service Desk on platform triage, and document knowledge so coverage does not depend on one person.
- Work with the IT Service Desk on assigned items and meet all Service Level Agreements.
- Follow corporate security policies and HIPAA requirements when handling protected health information (PHI).
- Other duties as assigned.
Qualifications
Required Qualifications
- 8+ years of technical support experience in a corporate environment, including at least 3 years in Tier 2, Tier 3, or production support for business-critical applications.
- 3+ years writing SQL queries, including joins and common table expressions, to diagnose and resolve data issues in production.
- Demonstrated experience leading high-severity incidents and conducting root cause analysis and post-incident reviews.
- Proven ability to identify trends in submitted issues, document them clearly, and present findings to Product Management and Product Engineering teams in a format that supports prioritization decisions.
- Experience with an IT service management or ticketing tool and with incident, problem, and change management practices aligned to ITIL.
- Hands-on experience troubleshooting API and system integrations, including request, response, and log analysis, and working with external partners to resolve failures.
- Experience with monitoring and alerting tools and log analysis.
- Experience working with engineering teams in an Agile or Scrum model, using Jira or Azure DevOps.
- Experience supporting systems that handle PHI, with working knowledge of HIPAA requirements.
- Ability to communicate incident status and business impact to senior leadership, and to write clear runbooks and root cause reports.
- Strong troubleshooting, decision-making, and independent judgment, with the ability to prioritize in a fast-paced, changing environment.
Preferred Qualifications
- Experience supporting healthcare scheduling, contact center, or EHR integration technology.
- Experience supporting event-driven or message-based architectures, including queues and event streams.
- Experience with conversion funnel or outreach analytics, and reporting tools such as SQL Reporting Services.
- Scripting experience (Python or PowerShell) to automate support tasks.
- Experience with generative AI and AI-enabled productivity platforms.
- Experience with Internet Information Services (IIS), and reading or debugging Java or VB/.NET code.
- Experience mentoring or leading less experienced support staff.
Certifications (Preferred)
- ITIL 4 Foundation or higher.
- AI or automation-related certification.
Education
Bachelor’s degree preferred (Information Technology, Computer Science, Health Informatics, or a related field), or equivalent experience in a senior application or production support role with SQL troubleshooting, ideally in healthcare.
Our Culture:
- We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
- We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
- We encourage and celebrate collaboration.
- We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.
Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MatrixHR@matrixhealth.net.
#LI-JH1
8+ years technical support experience including 3+ years in Tier 2/3 or production support; 3+ years SQL; experience leading incidents, root cause analysis, ITIL, API troubleshooting, monitoring tools, Agile/Scrum with Jira or Azure DevOps, and PHI/HIPAA.
Key Responsibilities
- leading incident response
- diagnosing integration failures
- resolving data errors
Skills & Tools
SQL, Jira, Azure DevOps, Python, PowerShell, SQL Reporting Services, Internet Information Services (IIS), Java, VB/.NET
Job Details
- Category: Information Technology
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 101,000 – 151,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About Matrix Medical Network
A leading independent provider of comprehensive in-home health assessments serving Medicare Advantage, Managed Medicaid, and Commercial patients. — Industry: Healthcare