Job Overview
Location
Remote | US
Job Type
Full-time
Category
Data Science
Date Posted
June 13, 2026
Full Job Description
đź“‹ Description
- • Deliver high-quality technical support to customers using Humata Health’s AI-driven prior authorization technology
- • Ensure proper routing and triaging of customer tickets to meet established SLAs for resolution timelines
- • Follow and contribute to escalation procedures and standard operating protocols (SOPs) to maintain consistency across support tiers
- • Support the implementation and optimization of AI-driven support tools such as chatbots, automated routing systems, and predictive analytics to reduce manual workload and enhance customer experience
- • Analyze customer support data to identify recurring issues, systemic pain points, and opportunities for product or process improvements, then communicate findings to leadership
- • Resolve Tier 1 and Tier 2 support tickets autonomously with minimal supervision
- • Track the full lifecycle of open tickets and proactively engage in upward and cross-functional communication to ensure accountability and timely resolution
- • Contribute to a data-driven culture by using metrics and feedback to inform decisions, improve workflows, and elevate customer satisfaction
- • Collaborate with product, engineering, and operations teams to relay customer feedback and prioritize enhancements based on support trends
- • Maintain accurate documentation of solutions, known issues, and troubleshooting steps for internal knowledge base enrichment
- • Participate in continuous learning initiatives to stay current with Humata’s technology stack, healthcare regulations, and support best practices
- • Represent the customer voice within the organization by advocating for usability improvements and operational efficiencies
- • Work within a hybrid or fully remote structure, coordinating with team members across the U.S. to ensure seamless support coverage
- • Maintain compliance with healthcare data privacy standards in all customer interactions and documentation
- • Assist in onboarding and mentoring new support team members to ensure consistent service quality and cultural alignment
- • Contribute to the development of training materials and knowledge resources for internal and external users
- • Monitor ticket volume and resolution patterns to forecast staffing needs and recommend process adjustments
- • Engage in regular performance reviews and feedback sessions to align individual goals with team and company objectives
🎯 Requirements
- • Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience
- • Minimum 3 years experience supporting B2B SaaS products
- • Comfortability in JIRA or other similar ticketing systems
- • Excellent oral and written communication skills
- • Strong analytical thinker who thrives in a fast-paced, start-up environment
🏖️ Benefits
- • Impactful Work: Contribute to innovative solutions that improve healthcare efficiency and patient outcomes
- • Remote Flexibility: Enjoy working remotely while being part of a collaborative team, with access to our new office in Winter Park, FL
- • Competitive Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles
- • Comprehensive Benefits: Full benefits package including unlimited PTO and 401k program with employer match
- • Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development
- • Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Humata Health Inc.
Humata Health provides AI-driven prior authorization automation for healthcare providers and payers. The platform uses machine learning to analyze clinical documentation, predict authorization requirements, and auto-populate payer forms, reducing manual effort and accelerating patient access to care. Integrations with EHRs and payer systems streamline workflows, cut administrative costs, and improve approval turnaround times. Target customers include health systems, hospitals, and specialty practices seeking to offload prior authorization burdens and enhance revenue cycle efficiency.
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