Lead Integration Support Engineer

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Requirements:

• 5+ years experience in EHR healthcare integration (technical) roles, with strong focus on HL7 v2 support.
• Hands-on-keys experience implementing data integrations via EHRs and 3rd party systems using FHIR, X12 EDI, and API-based interoperability.
• 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 - capable of managing initiatives from conception to resolution.
• In-depth understanding of one or more EHR systems and clinical or coding workflows.
• Experience managing and scaling out the support function by establishing proactive monitoring systems, managing incident resolution and client communications, and coordinating cross-functional teams to ensure efficient, scalable support and regulatory compliance.

Responsibilities:

• 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 Experience and Engineering- escalating complex issues, building better workflows and identifying product improvements.
• Develop and maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture.
• Innovate and improve technical support workflows and documentation to set us up for scale and a proactive approach to support. Develop repeatable strategies and playbooks.
• Ensure we are upholding our SLA and reporting requirements to drive and exceed user satisfaction.
• Improve integration methods by considering client feedback and new technology trends.
• Act as a liaison between Customer Experience and Engineering teams, escalating complex issues and contribution to product improvements.
• Own our technical support queue- 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.