Production Support Consultant

The Production Support Consultant is responsible for building strong relationships to manage installed customer accounts. You will serve as the primary liaison between MHK and our customers. The key to this role is establishing a strong relationship with your assigned customer(s) and understanding their specific business needs. You will be a first responder to customer requests ensure reported issues are addressed in a timely manner coordinate configuration deployments and manage minor projects. You will also be mindful of ways to continuously improve your assigned customers processes by using increased MHK software functionality to generate additional revenue for MHK. *This position will support West Coast client(s) and work on 12pm - 8pm ET time.

Responsibilities:

• Represent MHK by acting as a central point of contact for assigned customer(s)
• Build trusting relationships to ensure customer satisfaction
• Maintain a detailed knowledge of the customers business processes and systems
• Effectively communicate CMS compliance changes as issued byMHK Compliance
• Coordinate configuration and/or code deployments as necessary
• Track triage and resolve reported defects and support client configuration questions
• Facilitate weekly client meetings work through priority issues and plan future initiatives
• Schedule and facilitate regular Steering Committee meetings
• Coordinate training of theMHK application
• Assist with the prioritization of initiatives by providing recommendations documenting risks and outlining mitigation strategies
• Review MHK enhancements with clients
• Coordinate the work of both support and development resources when required
• Collaborate to identify changes in scope in accordance with change control procedures
• Allocate and approve resource bookings and manage time in time reporting system
• Collaborate to meet Service Level Agreements for assigned customers
• Travel to client sites as necessary (less than 20% annually)
• Perform other duties as assigned

Education:

• Bachelors Degree preferred; will consider combination of experience and education

Experience/Skills:

• A minimum of 2 years of professional experience in client support specifically assisting in a business-to-business customer setting is required.
• Moderate technical exposure to SQL statements and writing basic SQL queries is preferred
• Experience with Jira or other ticketing tools as well as Microsoft Office suite is preferred
• Excellent presentation communication and customer service skills
• Ability to communicate complex problems in an easily understood manner
• Ability to effectively communicate client business needs to technical staff
• Attention to detail and excellent analytical skills
• Managed Care knowledge/experience is strongly preferred
• Health insurance industry experience/knowledge is strongly preferred
• Well organized with the ability to prioritize and handle multiple assignments
• Demonstrable aptitude to become proficient as a user in MHK software modules
• Project management / implementation support experience is preferred
• Previous experience with the MHK application or similar software is a plus.
• Ability to support West Coast hours 9-5pm PST / 12pm - 8pm ET

At MHK we help health plans and pharmacy benefit managers deliver optimal care management across every members health journey. We do this through state-of-the-art technology that provides critical insights from member enrollment and maintenance through every stage of care and compliance.

Benefits Snapshot:

• Medical vision and dental plans for full time employees
• 401(k) offered with a generous match
• Benefits begin on first day of the month following employment
• Exercise/Health Club reimbursement opportunity
• Monthly dependent care reimbursementopportunity
• Short Term and Long Term disability
• Basic Term Life and AD&D Insurance

Paid Time Off

• 18 days Paid Time Off
• 15 Company Paid Holidays

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