Product is extraordinarily complicated, and there is no path forward that leads to a simpler, easier to use and support product. In order to meet the needs of customers, the product does need a high level of customizability. However it is clear that the product has been built by layering feature additions at the request of customers, and minimal thought has gone into configuring and supporting the product later on. Only a small number of customers have the technical capability to fully use the product on their own and troubleshoot basic issues. For the rest, they reach out to Healthedge support for everything, including basic tasks and troubleshooting that *should* be able to be handled by the customer's admin user(s).
Unfortunately there is (or was) very low team morale. I think part of it comes from how siloed each team/department is - there is lots of product feedback the support team (and partner teams) could provide to help improve the experience internally and externally. During my time there it became clear that everyone just got used to the status quo. There was almost always a deep backlog of tickets and no time to work on other projects. Punch in, work your tickets, punch out kind-of-thing. It works for some people but not for me.
There were other contributing factors as well, such as the introduction of an on-call rotation without any increase in salary, overtime pay, or other benefit. That is on top of a raise freeze that lasted over 2 years, and ended with abysmal salary increases and a promise of (we'll try again next year). It was blamed on the acquisition by Blackstone, but ultimately it is up to the management to take care of their employees.
