• Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. • Support methods include telephone, e-mail, and online customer meetings. • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams. • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents. • Manage and track customer inquiries to ensure timely resolution. • Provide regular reports on case status and trends to management.

• Guidehouse is seeking a MHS GENESIS Application Support Analyst to support the Defense Health Agency (DHA) by developing, maintaining, and delivering advanced analytics across Health Data Intelligence (HDI) and Oracle analytics platforms. • This role focuses on back-end revenue cycle data extracts, financial and compliance reporting, and uncovering data-driven insights that support Revenue Cycle Modernization and Innovation (RCMI) initiatives. • Investigate, triage, and help resolve application/data issues impacting revenue cycle, registration, patient access, and scheduling workflows. • Develop, maintain, and optimize CCL/Discern queries and reusable extracts to support analytics and operational reporting within MHS GENESIS systems. • Conduct back-end configuration reviews and diagnostics to identify root causes affecting billing, claims, or encounter workflows and coordinate durable remediation. • Use CCL, SQL, Tableau, Power BI, Python, SAP BO, and other analytics tools to extract, analyze, and interpret financial and operational data across MHS data platforms. • Develop, optimize, and maintain Vertica SQL queries, view, and reusable datasets supporting revenue cycle analytics (billing, collections, denials, A/R). • Monitor and support the development of KPIs across Revenue Cycle Initiatives. • Partner with clinical, coding, billing, IT, and finance teams to ensure integrated revenue cycle operations. • Collaborate with system administrators to ensure the EHR supports required business processes. • Serve as a liaison between Guidehouse, DHA, and MTF operational stakeholders. • Produce professional deliverables: analytic readouts, executive summaries, methodology documentation, and data dictionaries for cross-DHA collaborations. • Perform data validation, lineage analysis, and quality checks across federal data sources to ensure analytical accuracy and audit readiness. • Participate in support testing and validation for analytic releases. • Investigate and help resolve user-reported issues related to charge capture, billing edits, registration errors, or data discrepancies. • Conduct system impact assessments and work with Oracle Health/Cerner, CDAO, and RCMI technical teams to implement fixes. • Support upgrades, interface changes, testing, and release validations; communicate operational impacts to stakeholders. • Participate in ITSM processes (incident, problem, change management).

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies • Provide technical support to customers via calls, tickets, and other channels in Spanish and English • Troubleshoot software, networking, and system-level issues with a strong focus on customer experience • Participate in continuous testing of software and integrations to support quality assurance efforts • Support customers as part of an after-hours on-call rotation, contributing to 24/7/365 support coverage • Maintain accurate documentation and records within support and ticketing systems • Continuously build technical and product expertise to improve issue resolution and customer outcomes

• Provide advanced technical support to customers via phone, online, chat, virtual meetings and email • Verify issues before involving development teams • Work closely with the Product and Development teams to address clients' needs • Respond to all tasks in designated service level agreements and provide appropriate resolutions • Attend product sprint reviews and trainings • Review relevant updates on new and existing products • Provide root cause correction and ensure all facets of problems are evaluated to eliminate recurrence • Provide training to colleagues in real time and develop training materials