• Serve as the first point of contact for developer inquiries across support channels (tickets, community, Slack, email) • Triage and prioritize inbound issues, ensuring clear ownership and timely responses • Reproduce and validate issues where possible, collecting logs, SDK versions, and environment details • Provide initial troubleshooting or workarounds to unblock customers quickly • Escalate more complex issues to internal teams with crisp summaries and context • Document learnings and contribute to internal and external knowledge bases • Identify trends or recurring issues and collaborate with the team to improve documentation, tooling, and product experience

The Support Coordinator is responsible for assisting the care/case managers with non-clinical activities such as creating cases and events; managing authorizations; providing telephonic outreach to members, providers and community-based organizations; handling member mailings; faxing clinical requests and Individual Health Care Plans on behalf of the care/case managers. The Support Coordinator is assigned to a specific clinical team (such as Care Management, Utilization Management, Behavioral Health, etc.) and may have additional departmental responsibilities. Duties and Responsibilities: - Provides excellent quality customer service to our members and/or providers relating to authorization updates, questions/issues such as coordinating care, DME outreach, scheduling appointments, and screen assessments to identify risk factors which need closer intervention - Handles calls to and from providers regarding authorizations, referrals, visits, tests, and faxed care plans - Manage requests from members, providers, call centers and care management teams regarding initial authorizations, authorization updates and/or corrections - Complete member and provider notification calls - Escalates calls to appropriate departments which may include but is not limited to inbound/outbound calls on behalf of Care Managers - Manages a large volume of tasks and caseloads from multiple queues - Meets/Exceeds all performance, quality and productivity measures - Builds sustainable relationships of trust through open and interactive communication with internal and external customers - Documents accurate member information in compliance with our internal procedures - Follows established policies and procedures to ensure member and provider issues are addressed timely and accurately - Timely communicates member issues or needs and monitors screening of members effectively to improve quality and cost outcomes - Complies with HIPAA requirements and maintains Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information, and adheres to local, state, federal and Healthfirst specific compliance and regulatory guidelines - Additional duties as assigned Minimum Qualifications: - High School diploma or GED from an accredited institution - Prior experience in a customer service environment - Working experience in a fast-paced environment - Proficient in Microsoft Office Suite applications including Excel, Word, and Outlook Preferred Qualifications: - Language preferences - Spanish, Russian, French, Creole, Mandarin, Cantonese. - Knowledge of medical terminology - Experience in managed care or other area of the healthcare industry working in a Call Center environment or Care/Case Management Department - Experience navigating multiple technologies including a Customer Relationship Management System (i.e., locate information, route future actions, notate resolutions, update member information, etc.) - Proven track record of exercising independent thinking, problem solving and achieving goals - Excellent verbal and written communication and the ability to document grammatically correct emails, communications, and presentations WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified. If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services, LLC. Know Your Rights All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process. Hiring Range*: - Greater New York City Area (NY, NJ, CT residents): $40,200 - $54,570 - All Other Locations (within approved locations): $34,900 - $52,000 As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision. In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live. *The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.

• Suporte técnico inicial aos usuários no uso de nossa plataforma de software; • Auxiliar os usuários, atendendo incidentes e respondendo dúvidas; • Realizar atendimento de chamados remotos pelos canais disponíveis (incluindo ligações e reuniões síncronas); • Analisar as solicitações dos clientes e executar procedimentos para resolução de problemas; • Diagnosticar falhas na plataforma Pulsus; • Fazer a abertura, direcionamento e acompanhamento de chamados, conforme os padrões de qualidade/SLA; • Fazer parte do time incrível de Suporte!

Company Overview: Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer many opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries. Position Title: Mid Application Support Engineer Location: Remote (Colombia) What you will be doing: We are seeking a proactive and skilled professional to provide essential, continuous support for our fulfillment systems and processes during off-peak hours. This critical role ensures 24/7 operational stability by serving as the primary on-call resource for monitoring system health, triaging alerts, and executing initial troubleshooting. Responsibilities include performing basic debugging and log analysis to identify root causes, meticulously following predefined operational runbooks to resolve incidents, and verifying the behavior of existing code and APIs using Python and JSON. The position requires querying data with SQL to investigate issues and accurately escalating complex incidents to the onshore management team with a comprehensive summary. This role is fundamental to maintaining system integrity and minimizing disruption to our core fulfillment operations. - Serve as the primary on-call resource during scheduled off-hours, actively monitoring and maintaining the health of the fulfillment operations platform and its integrations. - Identify, triage, and perform basic debugging for system alerts and anomalies by conducting log analysis and initial root cause identification. - Resolve system issues independently by accurately following pre-defined operational runbooks to ensure minimal disruption to fulfillment processes. - Investigate and verify the behavior of existing Python code and APIs to identify and isolate the source of reported issues. - Parse and manipulate JSON data structures to verify API responses and confirm system configurations during troubleshooting. - Execute SQL queries to investigate data-related anomalies and support incident diagnosis within the data warehouse. - Escalate complex or high-severity incidents to the onshore management team, providing a comprehensive summary of the issue, initial diagnosis, and all steps taken, documented within Jira. - Perform routine system maintenance and assist with codebase cleanup tasks as directed by the onshore team to support platform stability. Requirements & Qualifications To excel in this role, you should possess: - Min 2 years of professional experience in a programming and/or system support role. - Intermediate proficiency in Python, specifically for reading and understanding existing code and APIs to verify behavior and identify issues. - Intermediate SQL proficiency for data querying and investigation, with an emphasis on queries that do not require complex multi-table joins or subqueries. - Proficiency in handling JSON data, including parsing and verifying API responses and configuration files. - Demonstrated ability in basic debugging, log analysis, and initial root cause identification to effectively triage system alerts. - Foundational experience with Docker for local investigation and support tasks. - Practical experience utilizing ticketing and documentation platforms such as Jira and Confluence. - Experience with version control systems, particularly GitHub. - Proven ability to accurately follow complex technical documentation and operational runbooks to resolve issues. - Prior experience in a fulfillment or logistics environment is considered a plus. Nice to have: - Familiarity with monitoring and observability platforms such as Datadog, New Relic, or Splunk. - Previous experience working with data platforms, particularly Databricks. - Knowledge of API testing tools like Postman or Insomnia for validating endpoints. - Basic understanding of a major cloud computing environment (e.g., AWS, Azure, or GCP). - Proficiency in shell scripting (e.g., Bash) for system interaction. Soft Skills: - Clear Communication: Ability to communicate complex technical issues clearly and concisely in English, particularly when providing comprehensive summaries for incident escalation. - Analytical Problem-Solving: Demonstrated capacity to proactively identify, triage, and troubleshoot system alerts through basic debugging, log analysis, and initial root cause identification. - Meticulous Attention to Detail: A strong focus on detailed execution, essential for accurately following complex technical documentation and operational runbooks to resolve issues independently. - Autonomy and Proactiveness: Proven ability to work independently and take initiative during off-peak hours, managing on-call responsibilities and ensuring timely responses to maintain system stability. - Procedural Discipline: The capability to apply pre-defined operational procedures methodically to ensure minimal disruption and consistent resolution of system issues. - Strong analytical and problem-solving skills with a proactive approach to identifying potential issues. Why you will love Lean Tech: - Join a powerful tech workforce and help us change the world through technology. - Professional development opportunities with international customers. - Collaborative work environment. - Career path and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will be vital to our continued success. Lean Tech is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.