Configure, onboard, troubleshoot, and optimize EMR integrations for clients and partners. The role provides Tier 2 technical support, investigates API and data exchange issues, coordinates escalations, educates clients, manages multiple integration implementations, and identifies process improvements. It requires strong communication, customer service, API troubleshooting, database, and technical documentation skills in a fully remote environment.
We are a people-obsessed company on a mission to end needless suffering caused by medication delays through innovative software solutions that connect every member of the patient’s care team. Better Care. Lower Costs. As a small but growing team, we value creativity, collaboration, and a passion for technology. We’re looking for a motivated Technical Operations Specialist to join our team and contribute to our ongoing projects.
Ideal Candidate
You will work closely with clients and partners externally, and with internal teams (e.g., client support, client success, onboarding, and engineering), to configure, troubleshoot, and optimize EMR integrations and related services. This role is ideal for a candidate who is eager to learn, grow their skills, and take on challenges in a collaborative environment. You are self-motivated, accountable, poised under pressure and driven by educating and delighting (even the most difficult) customers and partners. You are known as a team player, trusted advisor and master juggler… of tickets, that is. You have a gift for clear, concise communication (both written and verbal).
Primary Responsibilities
Setup and Conversions:
Debug and Troubleshoot:
Continuous Learning and Improvement:
Required Qualifications
Personal Attributes
Other Requirements
Ideal Candidate
You will work closely with clients and partners externally, and with internal teams (e.g., client support, client success, onboarding, and engineering), to configure, troubleshoot, and optimize EMR integrations and related services. This role is ideal for a candidate who is eager to learn, grow their skills, and take on challenges in a collaborative environment. You are self-motivated, accountable, poised under pressure and driven by educating and delighting (even the most difficult) customers and partners. You are known as a team player, trusted advisor and master juggler… of tickets, that is. You have a gift for clear, concise communication (both written and verbal).
Primary Responsibilities
Setup and Conversions:
- Orchestrate successful integration connectivity 2-4 weeks prior to client go-lives.
- Serve as the primary contact for new clients throughout the integration setup process, leading all education efforts and adoption of integration practices to ensure success.
- Provide exceptional customer service
Debug and Troubleshoot:
- Identify and resolve data exchange issues between partners and BetterRX.
- Escalate to partners or Development as appropriate for permanent fixes
- Provide Tier 2 support for any inbound client questions or reported issues across all accounts.
Continuous Learning and Improvement:
- Stay up-to-date with the latest industry trends and technologies as it relates to integration with our EMR partners. Apply new knowledge to improve existing processes and software.
- Identify integration process improvement opportunities to continue driving efficiency and scalability.
- Contribute to meeting and exceeding Support team KPIs.
Required Qualifications
- Experience troubleshooting API integrations by tracing requests and examining logs across multiple systems.
- Comfortable composing and executing API requests using Postman or similar tools (e.g., Insomnia, curl).
- Ability to read and interpret common data-exchange formats, including JSON, XML, HL7, and FHIR is a plus.
- Familiarity with PHP and/or JavaScript is a plus.
- Experience working directly with external integration partners, communicating clearly and managing expectations with tact.
- Working knowledge of relational databases, including the ability to write basic SQL queries.
- Ability to manage up to 15 integration onboardings (simultaneously) successfully, both independently and in collaboration with other technical operations specialists.
- Energetic, organized, and detail-oriented with meticulous follow-up and excellent communication skills (written and verbal)
- Comfortable speaking in front of clients, easily approachable
- Technical aptitude to simplify and concisely educate clients about software capabilities, integration capabilities and practices.
- Professional and calm in working with difficult or upset clients.
- Self-driven and motivated with a desire to succeed in a fast-paced, changing environment.
- Proficient with MS Office (e.g., Word, Excel, PowerPoint, etc.) and CRM (e.g., HubSpot) for documentation and reporting needs.
Personal Attributes
- Intelligence: Strong intellectual curiosity and capacity for learning.
- Analysis Skills: Ability to analyze complex issues and break them down into manageable parts.
- Judgment/Decision Making: Ability to make sound decisions based on available information and judgment.
- Integrity: Demonstrates honesty, ethics, and professionalism in all interactions.
- Resourcefulness/Initiative: Proactive approach to finding solutions and taking on new challenges.
- Stress Management: Ability to work effectively under pressure and manage multiple tasks simultaneously.
- Team Player: Willingness to collaborate and contribute to team success, fostering a positive and productive work environment.
Other Requirements
- Ability to work 100% remote
- Ability to work M-F 10 am - 7 pm ET or 11 am - 8 pm ET
- Ability to travel for internal company summits (twice annually)
- 2-4 years client-facing technical support
- BS Degree or equivalent experience preferred
- 100% Remote Environment
- Medical, Dental, Vision, Accidental
- Company paid: Short Term Disability, Long Term Disability and Life Insurance
- 401k Match after 1 year of tenure (4%)
- 3 weeks of PTO
- 5 Wellness Days
- Closed for 15 Holidays
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