Integration Support Engineer

Role

As an Integration Support Engineer, you will drive the efficiency and effectiveness of our integration support function while delighting our clients with your domain expertise and quick response. You will collaborate with Client IT teams, as well as our Customer Success, Data Engineering, Network Operations, and Development teams, to ensure smooth, scalable, and compliant data integrations. Your experience with EMR and RCM integrations (including database extracts, HL7v2, and/or FHIR), process improvement, and client communication will be key to our success as we scale our solutions.

**This role is fully remote within the US**

What You'll Do

• Prioritize a quick response and consistent delivery on SLAs to ensure - and - exceed user satisfaction.
• Maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture.
• Support and improve technical support workflows and documentation to set us up for scale and a proactive approach to support. Help to develop repeatable strategies and playbooks. 
• Improve integration methods by sharing client feedback and new technology trends.
• Proactively monitor integration health to detect and resolve issues before they impact clients. 
• Manage and troubleshoot integration errors and downtime events. 
• Manage client communication on downtimes, integration defects and integration errors
• Act as liaison between the Customer Operations and Engineering- escalating complex issues, building better workflows and identifying product improvements.
• Triage and assign out incoming requests.
• Efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values. Communicate with our users via ticketing system and phone.
• Ensure compliance with industry regulations and data security best practices.

What You Bring

• Experience supporting the integration support function, which includes
  • Responding to proactive monitoring systems
  • Following incident resolution and client communications SOPs 
  • Coordinate cross-functional teams to ensure efficient, scalable support and regulatory compliance
  • Deliver on SLA performance to drive and exceed user satisfaction
  • Help develop SOPs and playbooks when gaps exist, ensuring repeatable and reliable processes
• 3+ years experience in EHR healthcare integration (technical) roles, with hands-on keys experience with database extracts, HL7v2 interface support, and/or FHIR (required to have 3+ years experience in at least 2 of these 3 integrations: database extracts, HL7v2 interfaces, and/or FHIR). 
• Hands-on experience with SQL and troubleshooting complex data integration issues
• Demonstrated ability to manage technical challenges with a hands-on approach, whether working independently or collaborating with engineering teams
• Strong communication skills with the capacity to translate complex technical issues for non-technical stakeholders
• A proactive self-starter with an ownership mindset

Nice To Haves

• Certification in an integration engines (Mirth Connect, Epic Bridges, etc) or healthcare interoperability standards (HL7v2, FHIR, etc) 
• Experience with Epic revenue cycle modules, Epic Clarity, Epic Chronicles reporting, or Cerner CCL
• Familiarity with hospital revenue cycle management (RCM) and clinical charge capture processes

Our stack

• AWS, Python, Snowflake, JIRA, Salesforce, Figma

Compensation

• $133K to $140K salary

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