Production Support Analyst in Philadelphia, Pennsylvania at Highlight Health

About Highlight Health

If you have spent time in payment integrity, you know the industry's quiet truth: most review happens after the check clears, most findings die in appeals, and the plan sponsor never sees proof of what they actually paid for. Highlight Health was built by people who decided that was not good enough. We review high-dollar claims before they are paid, reprice them with a comprehensive approach, and provide plan sponsors a Documented Record: evidence that every payment decision was right, at a price they can defend to the people they cover. Fiduciary duty has always been the law; we make it provable. As our Production Support Analyst, you will keep the systems behind that proof running, so every Documented Record starts on solid ground.

Position Summary

The Production Support Analyst is the front-line owner for production issues on the HLH Claims Intelligence Platform and our EDI processing. When something breaks, looks wrong, or confuses a user, you are the first to know and the first to act: you triage, investigate, fix what you can, and escalate what you cannot, with everything engineering needs attached. You also keep claims moving through our ingestion and processing workflows, processing them by hand when automation cannot.

This role sits at the intersection of production systems, client communication, and claims data. You will be based at our Philadelphia headquarters, three days a week in the office and two remote, within IT Operations, reporting to the VP of Technology. Production issues always come first. You also work directly with the Claims and Go To Market teams to support our clients and their claims. In this role, our customers are the external clients we serve and the internal users who rely on our systems every day, and you give both the same level of support. You are the first technical voice a customer hears when something looks wrong, and you carry every issue until it is resolved or handed off cleanly.

This is a junior role with real stakes: a critical operations function and an entry point into our technology organization. It is built for someone ambitious. The path runs from production support into Microsoft 365 administration and information security, and you will get exposure to both early.

The Results You Own

• Production issues, owned. You are the front-line owner for production issues on the HLH Claims Intelligence Platform and EDI. You monitor our automated workflows, troubleshoot what stalls, and escalate to Product and Engineering when needed. When something is down, you sound the alarm.
• Support that starts right. You are the first line of technical support for internal and external users of our claims systems, including our partner portal. You triage every issue and resolve the basics directly, such as password resets and authentication errors. For anything more, you gather the details that matter: what the user was doing, what they expected, what happened, and what the logs show.
• Escalations that arrive complete. If the cause is on the user's end, you give them what they need to fix it, or hand internal issues to senior IT Operations staff. If it is in our systems, you document the details and escalate to Product, who triage it and set engineering priorities. You own communication with the reporter until it is resolved, unless Product takes over.
• Data you can trust. You find data quality problems in received records, trace them to their cause, and get back to the client quickly with exactly what is wrong and what is needed, so the problem is fixed at the source.
• Files that are safe. When a received claim file is quarantined for malware, you are the first to see it. You contain it, investigate it, document it, and escalate it fast.
• Claims that flow. Manual claims processing is part of this role today, including paper claims such as UB-04, CMS-1500, and itemized bills. That work decreases as the HLH Claims Intelligence Platform is built out, and later you step in only when automation fails.
• Visibility into the operation. You produce clear, high-level reporting on volumes, status, turnaround, issue trends, and error trends, so leadership always knows where production stands.

How You Will Operate

• Production comes first. When an incident collides with other work, the incident wins, and you make that call with confidence.
• Treat every claim as evidence. Everything we promise a plan sponsor rests on claims data being accurate, complete, and secure. You hold that standard on every file.
• Work the queue, then fix the cause. Clear today's exceptions, then trace the errors that keep coming back to their source and make them stop.
• Communicate like the client is in the room. Clear, polished, and timely, in writing and live.
• Escalate early, with context. You know when to solve it and when to hand it off, and every handoff says what you saw, what you tried, and what is at stake.
• Document as you go. You write the standard operating procedures and runbooks that make the work repeatable, so it does not live in anyone's head.
• Let automation do the repetitive work. You put AI and scripting to work on repetitive steps and spend your hours on judgment, problem-solving, and people.
• Grow on purpose. Microsoft 365 administration and security work come your way as secondary work and give you a look at the whole technology function.

Where This Role Takes You

This role is built to grow, and we want people who are hungry to grow with it. You start as the front-line owner of production support. The main path from here runs into Microsoft 365 administration and then into information security, with hands-on exposure to both from early on. Other paths are open to someone who shows the drive, including development and product roles. Our company-wide continuing education benefit supports your learning along the way.

Qualifications

Required

• Bachelor's degree; information systems, health informatics, data analytics, computer science, or business preferred
• 1–3 years of professional experience in production or technical support, IT support, data operations, or a similar operational role; relevant internships and co-ops count
• Structured troubleshooting: you gather the facts, reproduce the problem, read the logs, find the cause, and document what you found
• Basic SQL and basic Python: able to query, filter, and sanity-check data, and to read and write simple scripts
• Advanced Microsoft Excel skills, including pivot tables, lookups, and working with large files
• Exceptional attention to detail, and the instinct to notice when a record or a number looks wrong
• Excellent written and verbal communication, with the polish to deal directly with clients, including when something has gone wrong
• Ability to manage competing priorities, and to drop what you are doing when a production issue arrives

Preferred

• Familiarity with EDI and healthcare claims, including 837, UB-04, and CMS-1500 formats and basic claims processing concepts; we will teach what you do not already know
• Help-desk or production support experience, including ticketing, escalation, and incident handling
• Experience working in a compliance-driven environment, especially with HIPAA and protected health information
• Exposure to Microsoft 365 administration
• Working knowledge of information security fundamentals; CompTIA Security+ or A+ a plus
• Experience using AI tools to speed up your work
• Experience with OCR or document-processing tools
• Experience with a scripting language such as PowerShell, or with BI tools such as Power BI
• Experience in a startup or small-company environment

What You Bring

• Client-ready polish; you sound credible and calm with a client on the phone
• Troubleshooting instinct; you stay methodical when something is broken and people are waiting
• Attention to detail that holds up across high volume
• Genuine curiosity about why a record or a system is wrong, not just that it is
• Ownership; you see an issue through and do not stop at "it's with someone else"
• Composure when an incident hits and the queue is full
• Drive; you are hungry to learn and want to see where this role can take you
• A bias toward action, and the judgment to know when to escalate
• High integrity and discretion with sensitive health data
• Appetite to learn across IT, security, and data in a growing company where the playbook is evolving

Why Join Highlight Health

It's time for the people writing the checks to know the price is right before they pay it. Behind that promise are production systems and claims data that are reliable, secure, and on time, and as our Production Support Analyst, you are the person who keeps them that way. You will learn healthcare claims from the inside, work directly with clients and with every team in the company, and build real expertise in Microsoft 365 administration and security as we build out our technology. For the right person, this is a launchpad: a place to learn fast, then specialize.