Technical Success Manager

Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:

• Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation​

• Analytics: deliver analytic applications & services that generate insight on how to measurably improve​

• Expertise: provide clinical, financial & operational experts who enable & accelerate improvement​

• Engagement: attract, develop and retain world-class team members by being a best place to work​

Job Title: Technical Success Manager

Team: Embedded Refills

Location: US Remote

Travel: none anticipated

**This position is currently not eligible for visa sponsorship**

The Health Catalyst Embedded Refills™ application provides embedded medication renewal decision support directly in the EHR workflow, allowing providers and their staff to streamline prescription renewal workflows. The combination of technology, protocol content, and workflow optimization enable health systems to deliver a better, safer patient experience.

Job Summary

The Technical Success Manager is responsible for technical support of Embedded Refills' enterprise customers during the implementation and maintenance of Embedded Refills' products. They guide the customer IT team through configuration of the integration between Embedded Refills and the customer’s EMR.

What you'll own:

• Technical project management from post-sale through optimization
• Ongoing technical support for live customers, serving as technical liaison for the customer
• Technical troubleshooting and determination of whether system is working as designed, has a bug or needs an enhancement request
• Partner with Customer Success, Engineering, and Product teams
• Creation and maintenance of technical support documentation

Who you are:

• Deep knowledge of the world of electronic medical record systems, specifically Cerner and Epic Systems
• Ability to maintain a project plan with customers to ensure tasks are completed in a timely manner
• Capable of managing and keeping pace with multiple implementation and  timelines
• Ability to mentor customer through EMR build, imports, and exports
• Willingness to create and maintain test scripts
• Familiarity with ambulatory clinical workflows and challenges, especially those related to medications, labs, and task lists
• Understanding of the interfaces, healthcare standards, and APIs involved in EMR integrations
• Ability to guide customer IT staff through EMR, API, and interface build and testing
• Skilled with customer communication and relationship management
• Experience with troubleshooting technical issues
• Ability to write clear and concise technical documentation
• Cross-functional collaborator and/or technical liaison
• Familiarity with the Agile Development and Product Management framework
• Experience with SQL and at least one RDBMS, or ability to learn
• Working knowledge of one or more programming languages, or ability to learn

Information Security and Compliance Responsibilities    

• Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy and HIPAA Privacy and Security. 

• Adhere to and comply with the organization’s Acceptable Use Policy. 

• Safeguard information system assets by identifying and reporting potential and actual security events to the organizations Security and Compliance Officers. 

The above statements describe the general nature and level of work being performed in this job function.  They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.

Studies show that candidates from underrepresented groups are less likely to apply for roles if t