Teams at Berkeley Research Group

Provide chat, email, and phone support for healthcare software users, including inquiry triage, issue prioritization, escalation, case follow-up, and resolution. Serve as a subject matter expert on software workflows and pharmaceutical manufacturer policies, while maintaining SLAs and documentation standards. Contribute to incident response reviews, knowledge base development, process improvement, client launches, and onboarding materials.

Oversee pharmaceutical chargeback payment operations, including bank account registration, SAP and Beacon reconciliations, payment creation, rejection resolution, contract and pricing maintenance, and master data validation. Collaborate with manufacturers, covered entities, and internal teams to resolve variances and support financial processes. Maintain SOC 1 controls, assist with SOC 1 and SOC 2 audits, and monitor EDI transactions. Drive payment accuracy, risk reduction, and customer service quality.

Design, build, and maintain highly available cloud-native systems. Improve reliability through automation, CI/CD, Kubernetes, observability, and incident management. Collaborate with developers, security, and product teams to define SLOs, implement self-healing, debug production issues, and ensure secure deployments.