Product Configuration Specialist

Memora Health works with leading healthcare organizations to make complex care journeys simple for patients and clinicians so that care is more accessible, actionable, and always-on. Our team is rapidly growing as we expand our programs to reach more health systems and patients, and we are excited to bring on a Product Configuration Specialist. 

Product Configuration Specialists ensure that Memora’s Care Programs and platform instances are configured correctly to meet client requirements - they own the technical integrity of each client’s Memora instance. Product Configuration Specialists have a deep understanding of Memora’s product capabilities and use this knowledge to configure the product to meet the client's requirements while ensuring these configurations are delivered on time and within scope. The role also supports both pre and post go-live client configurations and provides technical and product expertise to internal teams throughout both pre and post go-live timeframes. This role will partner with our Clinical Program Managers, Product Managers, Engineers, Implementation Managers, Client Success, and more to ensure the success of our programs.

We are looking for someone with a passion for technical excellence, continuous improvement, and who has great attention to detail. Ideal candidates will be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare - looking to make a significant impact on healthcare delivery. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems.

Primary Responsibilities:

• Partner with Memora’s Clinical Program Managers to drive the technical design of our Care Programs
• Work with Memora’s Implementation Managers to understand client objectives, clinical workflows, and provide technical recommendations
• Own all configuration and testing of Memora’s products and services to meet client requirements (pre and post go-live)
• Partner with Product and Engineering to scope and oversee the execution of all in-scope development required to support a client’s Care Programs
• Attend internal and client meetings as relevant both during program implementation and to support live program management
• Document product configurations and support client training
• Continually evaluate the configuration and content to improve our live Care Programs and clients’ platform instances
• Monitor the success of AI-triggered message responses to continually improve the patient experience and fine-tune the natural language processing model 
• Own the execution of change requests for live clients
• Support and/or own Issue root cause identification as appropriate
• Own configuration-based Issue resolution; partner with Engineering to see code-based Issues to resolution
• Support Implementation and Client Success teams in providing guidance to clients on how to use Memora’s products and services
• Stay up-to-date on the latest product releases and updates
• Contribute to and/or own internal team-based and cross-functional process improvement efforts

Qualifications (Required):

• Experience and skills:
• 2-4 years of experience as a configuration specialist or in a similar technical services or implementation role
• Excellent analytical and problem-solving skills
• Strong aptitude for process development and improvement
• Ability to handle ambiguity and demonstrate resilience when facing rapid change
• Strong sense of ownership and drive for excellence
• Communication and collaboration:
• Ability to develop collaborative relationships with client stakeholders
• Demonstrated ability to communicate effectively, both verbally and in writing
• Ability to work in a cross-functional team as well as independently
• Technical expertise:
• Self-learner and self-starter, able to become a product expert and client advocate
• Ability to explain technical terms to clients
• The ability and willingness to complete several concurrent tasks with attention to time constraints, quality, and sufficient detail

Qualifications (Strongly Preferred):

• Experience working in healthcare delivery and/or digital health
• Deep understanding of provider and clinical workflows; experience shaping and optimizing patient experience
• Experience working at a fast-growing startup

What You Get:

• An opportunity to work on a rapidly scaling care delivery platform, engaging thousands of patients and care team members and growing 2-3x annually
• Enter a highly collaborative environment and work on the fun challenges of s