Job Description:
• Serve as a technical lead and escalation authority for complex EMR integration issues and enterprise customer escalations.
• Guide analysts in troubleshooting complex cross-system issues involving EMR platforms, HL7 interfaces, LIMS, Salesforce, and other internal systems.
• Coordinate investigation and resolution of high-visibility issues impacting customer integrations, order workflows, and result reporting.
• Support operational governance initiatives including EMR integration audits, historical remediation efforts, and HyperCare programs for strategic accounts.
• Proactively monitor integration health metrics and issue trends to identify systemic risk and recommended improvements.
• Partner with Product, Engineering, Implementation, Customer Success, Sales, and Laboratory Operations to drive resolution of cross-functional integration challenges.
• Assist the EMR Support Manager in prioritizing work streams aligning team resources with organizational priorities.
• Mentor and provide technical guidance to EMR Support analysts to strengthen troubleshooting capabilities and knowledge sharing across the team.
• Develop and maintain documentation of support workflows, escalation procedures, and integration troubleshooting standards.
• Contribute to development of operational dashboards and reporting that provide leadership visibility into EMR integration performance and issue trends.
• Support high-priority or after-hours escalations when required.
• Ensure strict adherence to HIPAA and PHI handling standards.
Requirements:
• Bachelor’s degree in Clinical, Informatics, Computer Science, Information Systems, Business Computer Systems, or commensurate experience.
• Minimum 6+ years of experience in healthcare IT, EMR integrations, or clinical systems support.
• Experience supporting complex healthcare integrations or EMR environments.
• Supervisor experience is preferred, but not required.
• EMR Analyst Certification preferred but not required (training will be provided).
Benefits:
• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
• Free testing in addition to fertility care benefits for employees and their immediate families.
• Pregnancy and baby bonding leave.
• 401k benefits.
• Commuter benefits.
• Employee referral program.