Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.
 

Job Summary:

The Senior Product Implementation Engineer ensures the successful implementation and onboarding of Surescripts solutions. They will serve as a technical liaison between the customer and our internal teams, helping to resolve technical issues, provide guidance, and ensure a positive customer experience. As a senior member of the team, the Senior Product Implementation Engineer is expected to independently handle complex implementations, provide mentorship to new staff, and actively contribute to process improvements for efficient onboarding.

#LI-REMOTE

Responsibilities:

• Provide technical support to customers by diagnosing and resolving technical issues, guiding customers through troubleshooting processes, and empowering customers to leverage self-service solutions.

• Act as a subject matter expert (SME) on specific product areas, guiding both customers and internal teams through technical integration and implementation processes. Collaborate with cross-functional teams, including engineering and product management, to address customer needs, resolve technical challenges, and enhance the customer experience.

• Oversee the customer onboarding process, ensuring a seamless, tech-enabled deployment experience that supports faster time-to-value Gather and analyze customer onboarding feedback, using insights to drive continuous product improvement. 

• Create and maintain team technical documentation, self-service guides, and knowledgebase to support efficient customer onboarding and use of solutions.

• If necessary, escalate complex technical issues to the appropriate internal teams and ensure they are resolved promptly.

• Foster knowledge sharing across the implementation team, contributing to the overall growth and skill development of the team.

• Collaborate with customers to support their success plans, identify goals, and track progress through both self-service and guided pathways.

• Represent Implementation in enterprise initiatives focused on key projects aimed at improving the customer onboarding experience.

• Participate in customer related events, as well as industry task-groups, as assigned, to support the company’s strategic goals.

Qualifications:

Basic Requirements:

• Bachelor’s degree related to information systems or healthcare or equivalent experience

• 5+ years of experience in related, progressive roles

• 3+ years of experience managing technical integration projects

• 3+ years of experience in a customer facing role

• 2+ years of EDI experience.

• 2+ years of experience or background in healthcare information systems

Preferred Qualifications:

• Understanding of basic network connectivity (HTTPS, SFTP, MATLS).

• Use one or more of the following standards: NCPDP, ANSI X12, HL7, FHIR, XDR or XML.

• General understanding of Healthcare Industry players (PBMs, EHRs, Aggregators, Pharmacies)

• Knowledge of SalesForce.com and Confluence

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .
 

To be considered for employment, applicants must have a valid U.S. work authorization allowing work without restrictions with Surecripts in the U.S. At this time, we are unable to provide support or provide sponsorship for immigration benefits such as work visas. Additionally, we do not participate in academic training programs or work-study programs through an academic institution that require employer endorsement of F-1/CPT or F-1/STEM.

What You’re Like 

Better care experiences. Improved outcomes. Reduced costs. These are what our customers care about. And you’re ready to step into a key role as part of the solution, innovating unmatched solutions that solve some of the largest challenges in healthcare today, not just for our customers’ benefit, but for patients and the people who care