Read, interpret, and act on automated RTE responses tied to coverage and authorization outcomes
Perform root-cause analysis on coverage, eligibility, and business rule issues through resolution
Manage business rule configuration, understanding downstream impact on denials and patients
Collaborate across product, engineering, operations, coverage/eligibility, payer services, PMT, FCC, and tech deployment
Support current book of business and new client implementations
Write user stories with clear acceptance criteria
Use SQL for data analysis and troubleshooting
Create and maintain SOPs and documentation, leveraging AI tools where possible
Monitor production environments and coordinate troubleshooting with vendors and internal IT
Communicate with customers and stakeholders via ticketing systems, email, and meetings

Real-time eligibility (RTE) experience — must be able to interpret automated eligibility responses
Medical insurance knowledge — coverage logic, eligibility, and downstream revenue cycle impact
SQL — querying, joins, tables, basic functions
Ticketing system experience (ServiceNow, ServiceDesk, or comparable)
Strong analytical skills and independent problem-solving ability
Detail-oriented with a quality-first mindset
Effective communicator across technical and non-technical teams

Product Support Analyst II

Key skills