Responsibilities
- 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.
Nice to Have
- Supervisor experience is preferred, but not required.
- EMR Analyst Certification preferred but not required EMR (training will be provided)
Additional Information
- Experience in healthcare, diagnostics, or biotech environment preferred
