Lead Support Analyst - CPA/Charge Services

JOB SUMMARY

The Lead Support Analyst, Oracle Health Charge Services provides day-to-day configuration and troubleshooting support for Charge Services within Oracle Health (Cerner Millennium), while also taking on team-level responsibilities: reviewing and guiding the work of other Charge Services Support Analysts, training new team members, and serving as the first point of escalation for complex or ambiguous charge issues.

This role combines hands-on Charge Services configuration and ticket work with informal team leadership-quality-checking peer resolutions, coaching newer analysts, and helping coordinate ticket workload across the Charge Services support team. It does not carry formal people-management authority (hiring, performance reviews, compensation), but it does carry accountability for team output and consistency.

JOB ROLES AND RESPONSIBILITIES

* Perform advanced configuration and maintenance of Charge Services build components, including charge triggers and charge routing rules, following established build standards and change-control procedures.

* Serve as the first point of escalation for complex, ambiguous, or high-impact charge capture and charge routing tickets that other Support Analysts cannot resolve independently.

* Review and quality-check ticket resolutions completed by other Charge Services Support Analysts, providing feedback and coaching where needed.

* Train new Charge Services Support Analysts on build standards, ticketing procedures, and common troubleshooting approaches.

* Help coordinate day-to-day ticket assignment and workload distribution across the Charge Services support team.

* Log, triage, and resolve tickets related to missing, duplicate, or inaccurate charges and charge routing errors within assigned SLAs.

* Lead or support testing and validation of Charge Services configuration changes, break/fix corrections, and approved enhancements.

* Monitor charge description master (CDM) mapping and related dictionaries for accuracy, flagging and helping resolve discrepancies.

* Pull, organize, and interpret charge reconciliation data, partnering with senior revenue cycle staff on root cause analysis of recurring issues.

* Coordinate with revenue cycle, HIM/coding, and clinical application support teams to confirm ticket resolutions align with billing expectations.

* Escalate charge capture or revenue integrity issues with compliance-sensitive or unclear implications to senior consultants or revenue cycle leadership.

* Coordinate with Core, Lab, and Interface support teams on cross-domain issues affecting charge generation or downstream billing.

* Participate in and help coordinate release testing and regression checks for Oracle Health code updates affecting Charge Services domains.

* Assist with and help lead periodic charge audits and payer-driven configuration changes.

* Maintain and improve documentation for Charge Services build standards, training materials, and support ticket notes.

* Track ticket volume and SLA compliance across the team and report trends and improvement opportunities to Claritev Support Services leadership.

* Take part in and help coordinate on-call or after-hours support rotations for the Charge Services support team.

* Identify recurring charge issues that point to a need for broader process or configuration review and help drive process improvements.

JOB SCOPE

This role combines hands-on Charge Services configuration and ticket resolution with team-level responsibilities, working under general direction. In addition to handling complex tickets directly, the Lead Support Analyst reviews the work of other team members, trains new analysts, and helps coordinate workload and escalations across the Charge Services support team. While this role does not carry formal supervisory authority such as hiring or performance management, it is expected to exercise sound judgment in guiding less experienced analysts and escalating issues with broader revenue integrity or compliance implications to senior consultants or leadership.

JOB REQUIREMENTS (Education, Experience, and Training)

* Associate's or Bachelor's degree in a related field (e.g., Health Information Management, Finance, Business, Health Informatics), or equivalent related experience.

* 5+ years of experience supporting or configuring Oracle Health (Cerner Millennium) Charge Services applications.

* Demonstrated experience training, mentoring, or informally guiding other analysts or support staff.

* Strong working knowledge of charge capture workflows and charge description master (CDM) structures.

* Ability to independently resolve complex or ambiguous charge configuration and ticket issues.

* Solid understanding of revenue cycle concepts such as charge leakage and charge reconciliation.

* Comfort working in a ticketing/ITSM environment (e.g., ServiceNow) with defined SLAs, including experience monitoring ticket queues or workload across a team.

* Strong attention to detail, given the financial and compliance weight of charge-related work.

* Excellent written and verbal communication skills, with the ability to coach others and coordinate across revenue cycle, finance, and technical teams.

* Willingness to participate in and help coordinate on-call or after-hours support rotations.

* Familiarity with HIPAA regulations and applicable billing/coding compliance requirements.

* Comfortable using standard office software and equipment, including MS Office.

COMPENSATION
The salary range for this position is $75,000 to $105,000. Specific offers take into account a candidate's education, experience, and skills, as well as the candidate's work location and internal equity. This position is also eligible for health insurance, a 401 (k), and an annual bonus opportunity.

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Why Claritev?

Healthcare is complex. We help make it clearer.

At Claritev, you'll do work that matters. Together, we're helping make healthcare more transparent and affordable for all through the power of data, technology, and expertise. We offer meaningful opportunities to grow your career, collaborate with talented colleagues, and make an impact on the clients and communities we serve. If you're looking for purpose, growth, and a team that succeeds together, you'll find it here.

What Guides Us

At Claritev, innovation, agility, and a focus on results drive our success. We embrace bold thinking, work as one team, take ownership, and strive for excellence in everything we do - creating meaningful impact for our clients, communities, and each other.