Sr. Product Operations Support Specialist

Sr. Product Operations Support Specialist
Department: Product
Location: Remote
FLSA Status: Exempt
People Leader: No
Travel: Up to 5%

Summary

Company Summary
Accuity partners with hospitals and health systems through a technology-enabled, physician-led model that improves clinical documentation integrity, coding accuracy, reimbursement optimization, and quality outcomes.
Job Summary
The Sr. Product Operations Support Specialist supports Accuity’s product users by troubleshooting complex issues, contributing to product readiness, supporting release and user acceptance testing, and helping improve documentation, workflows, and support processes. Reporting to a Product leader, this role serves as a knowledgeable product resource and partners closely with Product, Engineering, Operations, and other stakeholders to improve user experience, issue resolution, and product performance in a fully remote environment.
Responsibilities
Product Support and Issue Resolution
• Troubleshoot complex product, workflow, and user issues through email, Microsoft Teams, and other designated support channels.
• Respond to user concerns, training gaps, workflow questions, and technical issues with clarity, urgency, and professionalism.
• Investigate product functionality, user behavior, data patterns, and system issues to help identify root causes and recommend solutions.
• Escalate technical issues appropriately to Product, Engineering, or Operational teams and follow through to resolution.
• Maintain a strong understanding of Accuity’s case management tools and related product workflows.
Product Readiness and Testing Support
• Perform QA/testing activities before product launches, releases, or enhancements to help ensure software performs as expected.
• Support user acceptance testing and support-based testing to validate functionality, usability, workflow impact, and issue resolution.
• Identify, document, and communicate defects, workflow gaps, usability issues, and system malfunctions.
• Partner with Product and Engineering teams to validate fixes, clarify requirements, and confirm user impact.
• Provide user-centered feedback to help improve product functionality, adoption, and overall experience.
Documentation and Workflow Support
• Contribute to product support documentation, user guidance, troubleshooting resources, and internal knowledge materials.
• Support improvements to product support workflows, escalation paths, and internal support processes.
• Analyze recurring issues, support trends, and workflow inefficiencies to recommend practical improvements.
• Help scale product support practices as Accuity’s tools, teams, and user base continue to grow.
Cross-Functional Collaboration
• Collaborate with Product, Engineering, Operations, Clinical, CDI, Coding, and other internal stakeholders to resolve user and system issues.
• Translate user feedback and support trends into actionable insights for Product and Engineering teams.
• Serve as a product subject matter resource for internal users and stakeholders.
• Communicate clearly in a remote-first environment, ensuring relevant parties have timely visibility into issue status, risks, and resolution plans.
Other Duties as Assigned
• Perform other duties and responsibilities as assigned based on business needs.
Qualifications
Education and Credentials
• High school diploma or equivalent required.
• Associate’s or bachelor’s degree in healthcare, technology, business, informatics, or a related field preferred.
Experience
• 4–6 years of product support, technical support, application support, product operations, or comparable experience required.
• Experience supporting healthcare applications or healthcare users preferred.
• Experience troubleshooting software, application, workflow, or technical user issues required.
• Experience supporting product releases, QA/testing, user acceptance testing, or defect validation preferred.
• Experience partnering with Product, Engineering, Operations, or other cross-functional teams preferred.
• Exposure to SQL or other data-querying tools preferred.
Core Competencies
• User Focus: Demonstrates empathy for users and works to understand the issue behind each request, not just the stated problem.
• Technical Aptitude: Learns systems quickly and navigates complex tools, workflows, and data sources with confidence.
• Problem Solving: Investigates ambiguous issues, identifies root causes, and recommends practical solutions.
• Communication: Communicates clearly, professionally, and empathetically with technical and non-technical audiences.
• Collaboration: Works effectively across Product, Engineering, Op