Lead Integration Support Engineer

Summary

Join SmarterDx as a Lead Integration Support Engineer and drive the evolution of our integration support function. You will collaborate with various teams to ensure smooth data integrations. Your expertise in HL7 operations, process improvement, and client communication is crucial. This fully remote US-based role involves proactively monitoring integration health, managing errors, and communicating with clients. You will also develop documentation, innovate workflows, ensure SLA compliance, and improve integration methods. Become a Smartian and help optimize healthcare!

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

Preferred Qualifications

• 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

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan
• One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan
• Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption
• Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend
• Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you
• Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower