JanusHealth

Role Description The Janus Support Specialist delivers high-quality support for both customers and internal teams. This role is ideal for someone who is investigative, detail-oriented, and comfortable working across technical systems, workflows, and data. As a Support Specialist, you will own issues from intake through resolution—partnering closely with Product, Engineering, and Customer teams to diagnose problems, validate findings, and drive accurate outcomes. You will balance strong customer communication with hands-on troubleshooting, including reviewing data, reproducing issues, and identifying root causes. Location: Remote (preference for Mountain or Pacific Time Zone) Key Responsibilities - Investigate and troubleshoot issues across workflows, system behavior, integrations, and underlying data - Own support tickets end-to-end, including triage, prioritization, investigation, and resolution - Communicate clearly and professionally with customers and internal stakeholders, providing timely updates and context - Gather details, reproduce issues when possible, and document findings to support root cause analysis - Use SQL, reporting tools, or system data to validate behavior and support investigations - Partner with Product, Engineering, Implementation, and Customer teams to escalate issues and drive resolution - Support internal teams by investigating product questions, unexpected behaviors, and operational issues - Maintain high-quality ticket management, including documentation, follow-through, and SLA adherence - Identify patterns or recurring issues and recommend process, documentation, or product improvements - Contribute to internal documentation and knowledge base content Qualifications - 2+ years of experience in customer support, technical support, or operational support roles - Experience in healthcare revenue cycle management (e.g., claims, eligibility, prior authorizations, billing workflows) preferred - Strong investigative and problem-solving skills, with the ability to connect issues across systems, workflows, and data - Experience working in a ticketing system such as Zendesk, Jira, Salesforce, or similar - Exposure to SQL or the ability to use basic queries for troubleshooting and validation - Strong written and verbal communication skills, including explaining technical findings to non-technical audiences - Highly organized with strong attention to detail and ability to manage multiple priorities - Comfortable working cross-functionally in a fast-paced environment

Summary The Adoption Program Lead is a collaborative leader focused on driving client adoption, delivering impactful training, and maximizing customer value. As a trusted partner to both clients and internal teams, this role leads strategic training efforts, ensures consistent onboarding and education, and champions the optimization of Janus solutions. Working closely with the Customer Engagement team, the Program Lead supports client relationships by maintaining a unified approach to training, reporting deliverables, and conducting on-site customer visits. Key Responsibilities Training & Adoption - Lead customer advisory and training programs, including post-implementation education, and onsite training visits. - Lead and manage customer office hours and ad-hoc training sessions, ensuring consistent, high-quality delivery across all accounts. - Develop and maintain reusable training materials, best practice guides, and video content to continuously support client adoption. - Design and lead internal training for new hires, as well as quarterly refresh programs, to ensure ongoing expertise. Customer Value & Optimization - Advise customers on strategies to achieve the full value of Janus Operational Intelligence and Automation solutions. This includes being a subject matter expert on revenue cycle best practices and helping clients achieve business goals. - Analyze and present data on product utilization and performance, identifying areas for optimization/value achievement and suggesting actionable interventions. - Develop impactful client meeting materials, clearly articulate optimization and value realization opportunities, and ensure timely follow-up to drive results and strengthen client partnerships. - Track, trend, and report on usage patterns and ROI across customers, including cross-customer comparisons and executive summaries. - Maintain current knowledge of industry trends and benchmarks to provide informed guidance (e.g., HFMA MAP Keys). Cross-Team Collaboration & Leadership - Act as a key partner to Customer Engagement, assisting with customer-facing conversations to ensure successful adoption and value delivery. - Coordinate client requests for process improvement and track cross-functional priorities, activities, and deliverables with Product, Engineering, Marketing, Support, Data Analytics and Growth teams. - Provide structured feedback to internal teams on customer needs, customer support questions, solution enhancements, and product roadmap priorities. - Partner with leadership to share customer success stories, support go-to-market proof points (case studies, webinars, press releases, etc.) and prepare impactful deliverables that drive satisfaction and retention. Please note that this job description is not intended to be an exhaustive list of all responsibilities, expected outcomes or qualifications associated with the role. Janus reserves the right to make changes and/or assign additional responsibilities of a role within reason at any time with or without notice. Qualifications - Bachelor’s degree in business or related field; or equivalent work experience. - 3+ years of experience in technology, consulting, or analyst role. - 2+ years of experience in healthcare revenue cycle. · Enthusiastic about technology and improving the lives of our customers’ employees.

Summary We are seeking a Product Manager with deep expertise in Prior Authorization (PA) and Admission Notification (NOA) processes to lead the vision, strategy, and execution of our PA and NOA products within our healthcare technology platform. In this role, you will drive product innovation and help streamline revenue cycle operations for our customers by owning the complete product lifecycle—from vision to delivery—while ensuring alignment with customer needs and market trends. You will partner across the organization to ensure our products meet and exceed customer expectations. The ideal candidate will have hands-on experience in healthcare revenue cycle management, particularly in prior authorization and notice of admission workflows and related datasets (patient encounters, 278, 835/837, etc.), along with experience in FHIR APIs. A strong technical background, customer-first mindset, and ability to collaborate cross-functionally are critical for success in this role. Responsibilities • Serve as subject matter expert on prior authorizations and admission notification requirements from both payers and the business, enabling seamless prior authorization management between providers and payers • Define and execute product strategy by developing and maintaining product roadmap, setting quarterly priorities aligned with business objectives, and communicating progress to stakeholders • Own product outcomes by tracking key metrics (adoption, customer satisfaction, revenue impact) and making data-driven decisions on feature prioritization • Lead cross-functional execution with engineering, sales, and implementation teams to deliver features on time and ensure successful customer adoption • Translate customer and market needs into business cases, value propositions, and prioritization frameworks • Engage directly with provider organizations, payers, and internal stakeholders to deeply understand user workflows, pain points, and opportunities for optimization • Drive innovation and continuous improvement through competitive analysis, market research, and awareness of regulatory and payer policy changes affecting revenue cycle operations • Support go-to-market activities by collaborating with product marketing and sales on positioning, messaging, and launch strategy • Maintain stakeholder alignment through regular internal and external communications about roadmap initiatives and progress • Mentor and develop Business Analysts by setting clear priorities, providing feedback, and supporting their professional growth Please note that this job description is not intended to be an exhaustive list of all responsibilities, expected outcomes or qualifications associated with the role. Janus reserves the right to make changes and/or assign additional responsibilities of a role within reason at any time with or without notice. Qualifications • 3-5 years of product management experience in healthcare technology or revenue cycle management • 3-5 years of experience working with prior authorization and admission notification processes on the provider and payer sides • Experience working with provider organizations, EHR systems, and RCM platforms; familiarity with EPIC is a plus • Hands-on experience with AI, Payer Guidelines, and Clinical Documentation initiatives • Knowledge of Da Vinci FHIR and ability to become a Da Vinci FHIR subject matter expert • Proven ability to define and deliver high-quality software products in collaboration with engineering teams • Strong critical thinking skills to address complex healthcare business challenges • Strong data analytical skills, advanced SQL and Excel proficiency preferred • Comfortable creating and using process diagrams and flowcharts (MS Visio, Draw IO, etc.) • Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences • Strategic thinker with strong execution skills and attention to measurable outcomes • Ability to thrive in a fast-paced, dynamic environment with shifting priorities • Knowledge of healthcare EDI transactions including 278 X215/216/217, 837, 835, 276/277, and 270/271 EDI transactions • Must be located in the United States; no sponsorship is available at this time Travel Requirements This role does occasionally require domestic travel. These travel expectations will be communicated by the department manager or executive. Janus is committed to providing as much flexibility and advanced notice as possible related to scheduling travel.

Summary Our Implementation team is committed to creating lasting value for our customers. They advise and guide a wide variety of customers, ensuring each customer launches our platform successfully, adopts it widely and optimizes the value through our hands-on implementation. The Implementation team works closely with our customers to understand their business and structure deployments to maximize their return on investment. They are the voice of the customer internally and partner with all stakeholders to ensure customer success. Responsibilities - Act as a trusted advisor to key customer stakeholders including supervisors, managers, and directors; puts the customer first, always. - Ensure customer satisfaction, product utilization, and proactively course correct to ensure contractual commitments are delivered on time. - Use deep product and RCM domain expertise to drive customer revenue and cost opportunities. - Independently lead and work with high profile customers to create successful and attainable project plans. - Assist in new hire process including but not limited to interviews, on-boarding, training, shadowing sessions - Advise customers through design, build, testing, training, and Go-Live phases of an implementation. - Help internal and external teams understand key deliverables and proactively mitigate risks to ensure project success. - Manage and guide cross-functional team meetings to ensure implementation and ongoing successes; lead product training and product demos. - Prepare materials for customer meetings and presentations to demonstrate results and opportunities and track next steps and to-dos. - Oversee and participate in testing/QA activities for Janus products. - Maintain implementation methodology (documentation, tools, etc.) for products. - Partner with Marketing and Product to relay customer feedback relative to our capabilities and messaging. - Actively inspire and energize project teams; mentor and manage teams supporting the delivery function. Please note that this job description is not intended to be an exhaustive list of all responsibilities, expected outcomes or qualifications associated with the role. Janus reserves the right to make changes and/or assign additional responsibilities of a role within reason at any time with or without notice. Qualifications - Bachelor’s degree in Business or related field or equivalent work experience. - 5+ years of work experience in a customer-facing implementation, customer success, consulting, or account management role. - Demonstrated track record of success leveraging product and industry expertise to create measurable outcomes for customers. - Independently leads and works with high profile customers to create successful and attainable project plans. - Comfortable managing cross-functional teams and creating and presenting executive level presentations. - Self-motivated, persuasive, and proactive team player with innovative ideas to inspire team members and customers. - Excellent organizational, verbal and written communication skills to be able to work with customers; proven experience building strong internal and external relationships. - Strong analytical and problem-solving skills; does not make excuses. - Flexibility and comfort working in a dynamic and constantly changing environment. - Has fun, celebrates success, and contributes to a positive culture! - Experience working at health system or healthcare technology company preferred. - Experience working at a software as a service (SaaS) company preferred. - Experience working in a high growth environment preferred. Travel Requirements This role does require domestic travel. These travel expectations will be communicated by the department manager or executive. Janus is committed to providing as much flexibility and advanced notice as possible related to scheduling travel. Physical Demands This job operated in a professional remote or in-office environment. This job uses standard office equipment. This job is largely a sedentary role; however, the employee has the flexibility to move as needed. Constantly operates a computer, phone, keyboard, mouse, and other office equipment. The employee frequently communicates with internal and/or external people. Must be able to exchange accurate information in a timely manner. Must be able to recognize objects from short and long distances. Janus is an Equal Opportunity Employer.

The Support Engineer t is responsible for delivering exceptional support to our live customers through effective issue triage, prioritization, cross‑functional coordination, and clear communication. This role requires a proactive, detail‑oriented individual who is comfortable managing multiple priorities, following established processes, and engaging directly with customers in a professional, solutions‑oriented manner. Responsibilities - Perform initial triage and investigation of customer‑submitted support tickets, ensuring accurate assessment, prioritization, and routing. - Apply a strong understanding of triage processes, including SLAs, issue ownership guidelines, and escalation paths. - Actively use and contribute to the Knowledge Base to support efficient ticket resolution. - Participate in the creation, maintenance, and interpretation of support reporting, monitoring tools, and utilization metrics. - Collaborate closely with customers and internal Delivery, Product, and Engineering teams to support the customer needs. - Demonstrate strong judgment in assigning issues to the appropriate owners or departments with speed and accuracy. - Develop and maintain a strong working knowledge of our products, systems, and workflows. - Identify opportunities to enhance the support function, including processes, tooling, and customer experience improvements. - Contribute to a positive, team‑oriented culture by sharing knowledge, celebrating successes, and supporting continuous improvement initiatives. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Janus may modify or assign additional responsibilities as needed to support business needs. Qualifications - Associate or Bachelor’s degree in information systems, computer science, or equivalent experience preferred. - Relevant experience in customer support, technical support, business analysis, IT operations, or similar roles (typically 2+ years). - Experience with support tools including Zendesk, Confluence, JIRA, and Teams, strongly preferred. - Demonstrated experience contributing to or improving support workflows and operational processes. - Strong analytical skills, including prioritization, logical reasoning, and problem‑solving abilities. - Ability to operate effectively in a fast‑paced, high‑growth environment and navigate ambiguity with confidence. - Motivated self‑starter with a strong sense of ownership and commitment to team success. - Excellent communication skills, both verbal and written, with the ability to convey complex information clearly. - Flexibility and adaptability in a dynamic, startup‑like environment. - Positive attitude with a focus on collaboration, learning, and celebrating team achievements. - Experience working in a health system, healthcare technology environment, or SaaS company preferred. - Experience in rapid‑growth or scaling organizations is a plus.