Who is KODE?

Kode Health is a Series B healthtech company looking to change the way coding is done — building a marketplace to connect healthcare companies with certified medical coders in a gig environment and help healthcare leadership to optimize their team’s potential. The company is stable, profitable, and growing rapidly. Our team currently comprises approximately 100 employees and is looking to improve its service and IT operations to support new product development and company growth.

The Products

The KODE team supports multiple products that help revenue cycle teams get work done, including our two-sided marketplace that connects healthcare facilities with certified medical coders, and our workforce management solution that help revenue cycle leaders to better manage and understand the work their teams do. KODE aims to provide a full suite of products that truly create a?World Built Just for Coding. We currently support over 45 healthcare facilities and over 6000 US based medical coders as gig workers on our platform.

Who You Are

• 4+ years of demonstrated tactical or operational Desktop and Application support experience.
• Strong working knowledge of Windows device management and Microsoft business applications (Entra, Intune/Endpoint Manager, Teams, Exchange, SharePoint, etc). Extensive experience debugging Windows issues, knowledge of PowerShell, and familiarity with common Microsoft and third-party debugging, logging and management toolchains. Experience with macOS mobile device management is ideal, but we can provide some on-job training if needed.
• Excellent written and oral communication skills. Endless patience for people but no patience for bad processes or repetitive mundane drudgery. The ability to be empathetic to end-users while not becoming too invested as well as the ability to provide (sometimes uncomfortable) feedback.
• Experience building, maintaining and following defined processes to ensure a consistent user experience and smooth operations.
• Experience managing support operations, defining support standards and metrics, and other generally support experience is a plus
• General knowledge and interest in how AI tooling (e.g. LLMs, RAG, MCP) can improve business operations. Kode’s tech teams use AI tooling extensively to improve velocity and reduce manual work.

What you’ll do

• 30% - Application support (including Microsoft business suite and internally developed applications) to our staff and contract medical coders when AI fails to provide adequate answers (currently 85% of tickets are resolved by AI). Find, develop and curate articles and documentation that serve as a basis of knowledge for our AI support system. Manage and tune our support tools by identifying common user intents, determining the optimal user experience, define internal processes, and implement updates in support tooling, SOPs, workflows and documentation.
• 25% - Desktop Support - Provide tier-1 and tier-2 desktop support for our Windows 11 and macOS fleet of remotely devices. Provide staff with resources to help them more effectively use their devices. Occasionally, interface with customer hospital systems to debug technical issues preventing our staff from accessing their systems.
• 30% - IT operations - Be the primary manager of our fleet of Windows 11 fleet of workstations and Microsoft business applications. Ensuring devices are configured securely, kept up to date, and users can access applications, systems and data they need to perform their roles.
• 15% - Tactical and strategic - Supporting team planning including: gaps and failures in existing processes, identify areas for improvement overall improvement of operations and new technologies that may affect or benefit our company. Aid in establishing quarterly and annual team objectives and KPIs that align with company goals.