The Production Support Consultant is responsible for building strong relationships to manage installed customer accounts. You will serve as the primary liaison between MHK and our customers. The key to this role is establishing a strong relationship with your assigned customer(s) and understanding their specific business needs. You will be a first responder to customer requests, ensure reported issues are addressed in a timely manner, coordinate configuration deployments, and manage minor projects. You will also be mindful of ways to continuously improve your assigned customers’ processes by using increased MHK software functionality to generate additional revenue for MHK. 

Responsibilities:

Represent  MHK by acting as a central point of contact for assigned customer(s) Build trusting relationships to ensure customer satisfaction Maintain a detailed knowledge of the customer’s business processes and systems  Effectively communicate CMS compliance changes as issued by MHK Compliance Coordinate configuration and/or code deployments as necessary Track, triage and resolve reported defects and support client configuration questions Facilitate weekly client meetings, work through priority issues, and plan future initiatives  Schedule and facilitate regular Steering Committee meetings Coordinate training of the MHK application Assist with the prioritization of initiatives by providing recommendations, documenting risks, and outlining mitigation strategies Review  MHK enhancements with clients Coordinate the work of both support and development resources when required Collaborate to identify changes in scope in accordance with change control procedures Allocate, and approve resource bookings and manage time in time reporting system Collaborate to meet Service Level Agreements for assigned customers Travel to client sites as necessary (less than 20% annually) Perform other duties as assigned

Education:

Bachelor’s Degree preferred; will consider combination of experience and education

Experience/Skills:

A minimum of 2 years of professional experience in client support, specifically assisting in a business-to-business customer setting, is required. Moderate technical exposure to SQL statements and writing basic SQL queries is preferred Experience with Jira or other ticketing tools, as well as Microsoft Office suite is preferred Excellent presentation, communication, and customer service skills  Ability to communicate complex problems in an easily understood manner  Ability to effectively communicate client business needs to technical staff Attention to detail and excellent analytical skills Managed Care knowledge/experience is strongly preferred Health insurance industry experience/knowledge is strongly preferred Well organized with the ability to prioritize and handle multiple assignments Demonstrable aptitude to become proficient as a user in MHK software modules Project management / implementation support experience is preferred Previous experience with the MHK application or similar software is a plus.

At MHK we help health plans and pharmacy benefit managers deliver optimal care management across every member’s health journey.  We do this through state-of-the-art technology that provides critical insights from member enrollment and maintenance through every stage of care and compliance. 

Benefits Snapshot:

Medical, vision, and dental plans for full time employees 401(k) offered with a generous match Benefits begin on first day of the month following employment    Exercise/Health Club reimbursement opportunity  Monthly dependent care reimbursement opportunity  Short Term and Long Term disability  Basic Term Life and AD&D Insurance 

Paid Time Off

18 days Paid Time Off  15 Company Paid Holidays 

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