• Oversee all support cases for technical and troubleshooting accuracy • Take ownership of support tickets and troubleshoot when needed • Manage escalated support cases and work with cross-functional teams to identify and resolve complex issues • Provide timely and accurate status updates on cases, projects, and tasks as needed • Clearly communicate any issues or concerns and raise it to relevant stakeholders • Anticipate and proactively address potential issues before they become problems for clients • Manage customers' expectations and experience in a way that results in high customer satisfaction • Develop and maintain technical documentation for internal and external use • Seek out opportunities to improve the customer experience and increase customer satisfaction • Participate in severity one and on-call rotation for after-hours support as needed • Manage the on-call rotation for the entire team • Collaborate on NeuraFlash Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform • Take thorough and accurate notes during meetings and follow up on any action items assigned • Take the initiative to learn and develop new skills and stay up to date on industry best practices and trends

• Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out. • Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey • Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions. • Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience. • Anticipate Needs: Proactively address customer concerns before they happen • Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve. • Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to our Product team to help build a better Submittable.

• Gain a comprehensive understanding of STAT services and products • Respond to and manage support tickets efficiently • Offer first-line diagnostic troubleshooting for software applications • Collaborate with development teams to relay software bugs and enhance products • Develop and maintain documentation for system troubleshooting and best practices • Diagnose and resolve complex issues with SQL queries and database performance • Implement data quality checks and balances using tools like KNIME, Alteryx, and MS Excel • Assist in the administration and monitoring of Azure cloud services • Support identity and access management tasks • Monitor and respond to security alerts from tools • Train and mentor engineering and cross-functional team members

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. The Coding Support Subject Matter Expert (SME) serves as a vital resource within their respective health systems, offering expert level guidance and clarification on coding-related questions and issues. This role supports both coders and providers, ensuring accurate and compliant clinical documentation and coding practices across the organization. The SME uses their extensive knowledge of coding systems (e.g. ICD-10, CPT, HCPCS), payer requirements, and industry standards to respond to inquiries promptly and thoroughly. Additionally, the SME proactively identifies trends, knowledge gaps, or recurring issues that signal the need for broader education or systemic improvements. This role plays a key part in promoting coding accuracy, compliance, and optimal revenue integrity. This position is full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm. It may be necessary, given the business need, to work occasional overtime. This will be paid on-the-job training. The hours of training will be aligned with your schedule. Primary Responsibilities: - Serve as a liaison between coding teams and providers, delivering expert guidance to resolve inquiries and concerns - Collaborate with Edits and Denials teams to analyze trends and implement educational initiatives or system edits to address recurring issues - Partner with clinical leadership during the introduction of new services to ensure accurate documentation and coding compliance - Participate in specialty and physician group meetings on a quarterly basis to provide targeted coding education and respond to ad hoc inquiries - Deliver comprehensive coding and documentation training for all newly onboarded providers - Provide annual education to providers on code set updates to maintain compliance and accuracy - Conduct annual provider audits to validate charges and supporting documentation, while identifying potential revenue opportunities - Provide targeted education and follow-up audits for providers who do not meet established quality standards - Perform ad hoc audits in response to client requests or identified concerns - Educate coders and providers on audit findings and emerging trends to promote continuous improvement - Assist coders and/or supervisors as needed on rebuttals for tri-annual audits - Other duties / projects assigned Qualifications - High School Diploma / GED OR equivalent years of work experience - AHIMA or AAPC coding credentials (e.g., CCS, CPC, RHIT, RHIA) - Must be 18+ years of age OR older - 5+ years of coding experience in a healthcare setting with evaluation and Management and Anesthesia - Understanding of ICD-10, CPT, HCPCS and official coding guidelines - Experience with researching and interpreting complex coding guidelines and payer policies - Detail oriented with critical thinking and problem-solving skills - Ability to work full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm. - It may be necessary, given the business need, to work occasional overtime Preferred Qualifications - Experience with providing coding support or education - Experience with Professional-fee IP surgery Coding - Familiarity with Cerner and 3M - Knowledge of Medicare and commercial payer reimbursement methodologies - Experience with physician education or clinical documentation improvement (CDI) Telecommuting Requirements - Ability to keep all company sensitive documents secure (if applicable) - Required to have a dedicated work area established that is separated from other living areas and provides information privacy - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service Soft Skills - Exceptional communication skills, both verbal and written Pay and Benefits Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The hourly pay for this role will range from $28.94 - $51.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.