Product Help Desk Specialist

PRODUCT HELP DESK – NOVUS SUPPORT SPECIALIST

Position Summary

MediTrans, as current Non-Emergency Medication Transportation (NEMT) broker for all five (5) Louisiana Medicaid health plans (MCOs) seeks a dynamic, data and process-centric individual to support MediTrans’ core product – the Novus NEMT system – with critical thinking, curiosity, and patience in supporting our internal (staff) and external (transportation providers, MCOs, and the Louisiana Department of Health) users with troubleshooting, training, and development.

Compensation

• Salary: $50,000 – $60,000

• Pay Type: Exempt / Salaried

• Benefits: Eligible for company-sponsored benefits in accordance with organizational policy (if applicable)

• Travel: Business-related travel expenses reimbursed per company policy

Essential Functions

• Serve as in-house support specialist for the enterprise billing / operations / data analytics platform, NovusMed, including all related products (NovusMed Driver App, NovusMed Simpli App, Trip Offer Platform, etc.), as well as any adjacent / API-integrated products (dispatch software).

• Utilize ticketing management system to keep track of nature and volume of issues, stakeholders involved and log all relevant systemic / engineering / architectural issues for prioritization with the vendor and/or internal teams.

• Define consistent / relevant user-cause issues into an educational / training workplan and facilitate educational / training sessions with relevant users / stakeholders.

• Attend all vendor meetings, keeping informed of all system upgrades, product changes, etc. and become the in-house “super-user” / user expert in MediTrans products.

• This role reports to the Chief Product Officer with strong alignment with the CTO.

Minimum Required Education and Qualifications

• Bachelor’s degree in computer science, data engineering / analytics, or related field from an accredited college or university.

• Help desk, customer service, and specific healthcare data systems (EMR) experience preferred.

• Customer service-centric, solution oriented, and diplomatic.

• Knowledge of Medicaid programs, Non-Emergency Medical Transportation (NEMT), and/or other healthcare industry specialty preferred.

• Be comfortable in a collaborative, high-production, meaningful-impact environment.

Travel Requirements

• Minimal travel requirements

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person