Client Technical Operations I at DentalXChange

<div class="content-intro"><p style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif;"><span style="font-size: 18.6667px;">&nbsp;</span></span></p></div><p><span style="font-size: 14pt; color: rgb(0, 0, 0);"><strong><u>Client Technical Operations I Position Summary&nbsp;</u></strong></span></p> <p><span style="font-size: 14pt; color: rgb(0, 0, 0);">The Client Technical Operations I serves as the primary intake and Level 1 technical triage function for all Client Technical Operations support cases. The Client Technical Operations I is responsible for investigating, documenting, and resolving issues within scope and escalating unresolved items to Client Technical Operations, II with complete and accurate context. This role works closely with both internal teams and third-party stakeholders to ensure efficient and timely identification, troubleshooting, and escalation of production issues impacting our applications and clients. The Client Technical Operations I plays a critical role in maintaining case velocity, accuracy of documentation, and delivering a frictionless support experience.</span></p> <p><span style="font-size: 14pt; color: rgb(0, 0, 0);"><strong><u>What You'll Be Doing As Our Client Technical Operations I</u></strong></span></p> <ul> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Intake, triage, and perform Level 1 technical troubleshooting for production support cases submitted via Salesforce queues.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Provide frontline technical support for Tier 2, VIP Support, Sales Implementation, Client Services, Trading Partners, and Payer Relations as needed.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Accurately document all findings, steps taken, reproduction details, and relevant information within the ticketing system.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">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.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Review and interpret EDI formats (X12, XML, JSON, etc.) to identify issues at the transaction level.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Maintain ownership of tickets throughout lifecycle while ensuring timely updates until resolution or clean handoff to Client Technical Operations II.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Escalate complex issues to Client Technical Operations II when deeper troubleshooting, UAT validation, feature/bug analysis, or client meeting ownership is required.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Collaborate cross-functionally with Development, QA, Client Services, Payer Relations, and other internal departments as needed to progress resolution.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Provide proactive communication regarding ticket status, trends, and common blockers to supervisor and peers.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Assist with documentation updates, training guides, and supporting new Client Technical Operations I team member onboarding.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Consistently meet company and department policies and expectations including those surrounding attendance.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble, and Feedback in a Gift.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Other duties as assigned.</span></li> </ul> <p><span style="font-size: 14pt; color: rgb(0, 0, 0);"><strong><u>What You'll Bring To the Team As Our Client Technical Operations I</u></strong></span></p> <ul> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Bachelor's degree preferred.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">2 or more years of experience in dental RCM and EDI.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Strong verbal and written communication and interpersonal skills.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Proficient in all MS Office applications and use of the internet.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Ability to successfully multitask with accuracy in a fast-paced environment.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Working knowledge of technical and procedural aspects and functions.</span></li> <li style="font-size: 14pt; color: rgb(0, 0, 0);"><span style="font-size: 14pt; color: rgb(0, 0, 0);">Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.</span></li> </ul> <p><span style="font-size: 14pt; color: rgb(0, 0, 0);">Pay range is $21.00 to $24.50 per hour DOE</span></p> <p>&nbsp;</p><div class="content-conclusion"><p style="line-height: 1.2;"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><strong>What We Offer</strong></span></p> <ul> <li style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Challenging and rewarding career opportunities with room for growth as we grow!</span></li> <li style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Medical, dental, and vision benefits – eligible first of the month after start date</span></li> <li style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Unlimited PTO</span></li> <li style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Paid time off for sick, jury duty, bereavement</span></li> <li style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">10 company paid holidays</span></li> <li style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">401k with company match&nbsp;</span></li> <li style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Health Advocate</span></li> <li style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Healthcare and dependent care flexible spending accounts</span></li> <li style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">Friendly co-workers and a positive culture!</span></li> </ul> <p style="line-height: 1.2;"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><span style="color: rgb(0, 0, 0);">EDI Health Group dba DentalXChange understands the importance of privacy and takes seriously the need to protect job applicants’ personal information. Applicants should be aware that we collect and use personal information in accordance with the California Consumer Privacy Act (CCPA). For more details on how we handle your information and your rights under the CCPA, please visit our</span> <a href="https://www.dentalxchange.com/privacy" target="_blank">Privacy Policy</a>. &nbsp;</span></p> <p style="line-height: 1.2;"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0);">DentalXChange is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates. The more inclusive we are, the better our work will be.</span></p> <p style="line-height: 1.2;">&nbsp;</p></div>