IT Production Support Specialist II

Job Posting Closing Date: Open until Filled

Where do you belong?

Your career is more than just a job, it's part of your life. Whether you’re a clinician, or non-clinical professional,  at USACS you'll feel a sense of connection working with clinicians and office staff who share your interests and values. We want you to love coming to work each day because you believe in what you do and the people with whom you work. We care about your success.

USACS also understands that location is important. We offer  career opportunities for clinicians and non-clinical support staff from New York to Hawaii and numerous points in between. Our supportive culture,  outstanding benefits and competitive compensation package is best in class.

Job Description

The IT Production Support Specialist II provides operational and technical support to the Revenue Cycle Management (RCM) organization. Responsible for managing, maintaining, and governing access to health insurance payer web portals used for enrollment, eligibility, claims, remittance, authorizations, fee schedules, and provider communications. This role ensures secure, compliant, and efficient portal access while supporting organizational operations through standardized workflows, ticket systems, and performance metrics.

Location: Remote

ESSENTIAL JOB FUNCTIONS:

• Provide day-to-day support to users across the RCM organization
• Serve as administrator for health insurance web portals; administer access to Medicare, Medicaid and commercial payer web portals
• Complete portal access requests, ensuring appropriate prioritization, response time, aging management, timely follow-up, and resolution
• Monitor work queues and operational reports to identify portal utilization, bottlenecks, and opportunities for improvement 
• Maintain role-based access and enforce least privileged standards
• Manage multi-factor authentication and password reset requests
• Create and maintain standard operating procedures (SOPs), job aids, process documentation [including portal requirements, user credentials, access levels and assigned users]
• Ensure compliance with payer requirements, organizational policies and regulatory guidelines
• Escalate critical production issues to internal leadership and third-party support vendors while driving resolution to minimize operational impact
• Monitor and manage third-party support vendor work queues to ensure appropriate prioritization, timely response, progress & resolution
• Track third-party support vendor performance against established service level agreements (SLAs), identifying overdue items and escalating risks as needed
• Foster collaborative relationships with third-party support vendors to improve communication, accountability and operational outcomes
• Troubleshoot portal access issues and coordinate with payer help desks as needed
• Monitor portal changes, outages, updates and communicate impacts to stakeholders
• Partner with leadership to evaluate third-party portal management tools or solutions
• Train new and existing staff on workflows and best practices
• Performs and assists with other department duties as needed.

KNOWLEDGE, SKILLS AND ABILITIES:

• Word, Access and Outlook
• Excellent customer service and strong documentation, organizational and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Displays an eagerness and capacity to learn when faced with new situations and problems
• Ability to accept constructive feedback and resilient
• Ability to take the initiative and work independently and within a team; support will be available
• Attention to detail and risk awareness
• Ability to manage confidential information securely
• Strong problem solving and troubleshooting skills
• Process-oriented with continuous improvement mindset
• Ability to work cross-functionally with internal teams and third-party vendors

EDUCATION AND EXPERIENCE: 

• High school diploma or equivalent
• 2-5 years of experience in medical billing, revenue cycle or healthcare operations
• 1-3 years of experience in portal or application administration
• Identity & access management (SSO, MFA)
• Ticketing Systems (SDP, TrackIt, ServiceNow, etc.)
• Strong understanding and experience with payer portals (Medicare, Medicaid, Commercial) and payer portal compliance requirements and credential security
• Experience supporting multi-entity billing environments

PHYSICAL DIMENSIONS:

• While performing the duties of this job, the employee is regularly required to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds. 
• Required to have close visual acuity to perform the job.

Hourly Rate: $21.59-$39.94

USACS offers a comprehensive and competitive benefits package designed to support the health, well-being, and financial security of our employees.

Benefits may vary based on role, location, and employment status, but generally include:

• Medical, dental, and vision insurance options

• Health savings accounts (HSA) and flexible spending accounts (FSA)

• 401(k) employee and employer contributions

• Paid time off, including vacation, sick leave, and company holidays

• Paid parental leave & family support benefits

• Short-term and long-term disability insurance

• Life and accidental death & dismemberment (AD&D) insurance

• Employee assistance programs & wellness resources

 

Additional compensation may include bonus eligibility, equity, or other incentive programs, depending on the role.

Specific benefit offerings and eligibility will be provided during the hiring process and may be subject to change in accordance with applicable laws and company policies.