Client Technical Operations I

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DentalXChange

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Healthcare Insurance • Fintech • SaaS

DentalXChange is a comprehensive revenue cycle management (RCM) platform tailored for the dental industry. It streamlines the entire workflow of dental practices by connecting providers, partners, and payers, ensuring that claims are processed efficiently and payments are collected swiftly. The platform supports a variety of services, including eligibility verification, claims filing, and billing services, enhancing operational efficiency for independent dental practitioners and larger organizations alike.

51 - 200 employees

Founded 1989

⚕️ Healthcare Insurance

💳 Fintech

☁️ SaaS

📋 Description

• Intake, triage, and perform Level 1 technical troubleshooting for production support cases submitted via Salesforce queues. • Provide frontline technical support for Tier 2, VIP Support, Sales Implementation, Client Services, Trading Partners, and Payer Relations as needed. • Accurately document all findings, steps taken, reproduction details, and relevant information within the ticketing system. • Utilize internal and external tools for investigation and triage, including but not limited to: Partner Support, CustCare, SQL, Notepad++, SoapUI, Postman, and internal monitoring/log sources. • Review and interpret EDI formats (X12, XML, JSON, etc.) to identify issues at the transaction level. • Maintain ownership of tickets throughout lifecycle while ensuring timely updates until resolution or clean handoff to Client Technical Operations II. • Escalate complex issues to Client Technical Operations II when deeper troubleshooting, UAT validation, feature/bug analysis, or client meeting ownership is required. • Collaborate cross-functionally with Development, QA, Client Services, Payer Relations, and other internal departments as needed to progress resolution. • Provide proactive communication regarding ticket status, trends, and common blockers to supervisor and peers. • Assist with documentation updates, training guides, and supporting new Client Technical Operations I team member onboarding. • Consistently meet company and department policies and expectations including those surrounding attendance. • Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble, and Feedback in a Gift. • Other duties as assigned.

🎯 Requirements

• Bachelor's degree preferred. • 2 or more years of experience in dental RCM and EDI. • Strong verbal and written communication and interpersonal skills. • Proficient in all MS Office applications and use of the internet. • Ability to successfully multitask with accuracy in a fast-paced environment. • Working knowledge of technical and procedural aspects and functions. • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

🏖️ Benefits

• Medical, dental, and vision benefits – eligible first of the month after start date • Unlimited PTO • Paid time off for sick, jury duty, bereavement • 10 company paid holidays • 401k with company match • Health Advocate • Healthcare and dependent care flexible spending accounts • Friendly co-workers and a positive culture!