Production Support Analyst

Production Support Analyst

Matrix Medical Network is the nation's leading independent provider of comprehensive in-home health assessments, serving Medicare Advantage, Managed Medicaid and Commercial patients across all 50 states. With a network of 3,000 + clinicians, we deliver personalized Whole Person Care that includes diagnostic testing, risk identification, medication management and preventive health education, empowering people to better manage acute and chronic conditions. Guided by our mantra- We see you. We hear you. We've got you. - and our core values of Integrity, Accountability, Trust, Respect and Passion, we are committed to creating a culture where both patients and teammates feel valued, supported and heard.

Why Work at Matrix?

• The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.
• A chance to work with great people on exciting projects.
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.

What to expect:

The Production Support Analyst keeps the member scheduling and access platform running reliably. The platform is the front door of the member journey, covering scheduling for in-home health assessments and primary care visits. The analyst monitors platform and integration health, owns Tier 2 incident triage and data fixes, and turns recurring issues into prioritized backlog items.

The role works closely with the Senior Product Owner, the scheduling platform engineering team, the central Data and Quality Assurance (QA) teams, IT Service Desk, and external scheduling and health plan partners.

Responsibilities

• Monitor platform availability, SMS delivery, provider capacity outputs, and health plan, EHR, and scheduling network integration feeds. Tune alerts with engineering.
• Own Tier 2 incident intake, triage, and diagnosis. Escalate to engineering with reproduction steps and impact, and keep business stakeholders updated.
• Resolve scheduling data errors, duplicate or orphaned appointments, and member access cases using SQL and approved tooling, following PHI handling controls.
• Serve as first contact for health plan and scheduling partner integration issues. Track partner SLAs and open items to closure.
• Validate production releases, run smoke tests with QA, and watch for post-release regressions.
• Lead root cause analysis with engineering, recommend process improvements, and submit findings to the Senior Product Owner as prioritized backlog items.
• Maintain runbooks, known-issue lists, and escalation paths so coverage does not depend on one person.
• Report monthly on incidents, root causes, repeat issues, and mean time to detect and resolve.
• Work with the IT Service Desk on assigned items and meet all Service Level Agreements.
• Follow corporate security policies and HIPAA requirements when handling protected health information (PHI).
• Other duties as assigned.

Qualifications

Required Qualifications

• 2+ years of technical support experience in a corporate environment, including operational support for production systems.
• 1+ year writing SQL queries to diagnose and resolve data issues.
• Experience with incident management and an IT service management or ticketing tool.
• Working knowledge of HIPAA and PHI handling, or ability to complete training before receiving production access.
• Understanding of API and system integration concepts sufficient to troubleshoot integration failures.
• Strong troubleshooting, decision-making, and written and verbal communication skills.
• Ability to prioritize and meet deadlines in a fast-paced, changing environment, and to work independently or on a team with good judgment.

Preferred Qualifications

• Experience supporting healthcare scheduling, contact center, or EHR integration technology.
• Experience with monitoring and alerting tools and log analysis.
• Experience with Jira or Azure DevOps.
• Experience with SQL Reporting Services and Internet Information Services (IIS).
• Experience reading or debugging Java or VB/.NET code.

Education

Bachelor's degree preferred, or equivalent experience in an application or production support role with SQL troubleshooting, ideally in healthcare.

Our Culture :

• We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
• We emphasizes innovation and growth, and you will be given the opportunities a