Implementation Analyst / Customer Enablement Specialist

Infinitus Systems • San Francisco, CA

23h • Hybrid

About The Position

Infinitus is AI communications in service of patients. Healthcare is inherently complex and siloed. We’re pioneering agentic communications to connect the entire system — any stakeholder, any channel, inbound and out. The result is intelligent care that reduces patient anxiety, increases speed to treatment, and enables teams to scale impact without stretching resources.
Our system combines industry-leading safety guardrails with the largest dynamic knowledge graph built on millions of real-world interactions. It’s why 44% of the healthcare Fortune 50 trusts Infinitus to turn fragmented touchpoints into seamless care for better patient outcomes.
At Infinitus, our mission is simple: create time for healthcare by making access, adherence, and affordability easier than ever. We’ve automated over 7 million calls and 100M+ minutes of conversation — saving millions of hours for patients and providers.
Backed by over $100M from top investors including Google Ventures, Kleiner Perkins, Andreessen Horowitz, and Coatue, we’re a team that challenges the status quo and moves fast at the intersection of AI and healthcare. Infinitus was recently named to Fast Company's World's Most Innovative Companies and Business Insider’s top startups in healthcare.
As part of our Customer Enablement team, you will contribute to the technical design and delivery of Infinitus solutions for our clients. You will collect and document technical requirements and specifications in collaboration with senior team members. You will then help configure the Infinitus platform, support Quality Assurance (QA) and User Acceptance Testing (UAT), and follow processes to ensure successful technical outcomes. The role is a mix of client-facing consultative work and behind the scenes design, configuration, data analysis, and data manipulation.
This is the right role for you if you are passionate about becoming skilled in four broad areas:
Technology: As part of a market-leading, AI-driven Software as a Service (SaaS) company, you’ll be working with cutting edge technology solutions. A strong interest in technology and being passionate about using it to create value for our clients and their patients is a must.
Client facing skills: A significant amount of day-to-day responsibilities will involve communicating with clients and solving their issues.
Healthcare: To speak confidently and authoritatively to our clients, you must either have or be willing to be trained in healthcare business operations.
Data: Analyzing and understanding client data is an important factor that influences a client's system design; as such, you must be eager to understand data relationships and the interplay between data and business requirements.
Integrations: Integrating clients systems, and internal systems to ensure data flow, data integrity and task completion on time. A majority of the implementations will involve working CSV files, APIs, integrations with Salesforce, and other technologies. Although not mandatory, it would be good to have some experience with standards like Smart on FHIR, X12 EDI standards like 270, 271, 278 etc.
Troubleshooting and Problem solving: You will be comfortable to go in depth to understand system configuration issues, data integration issues and any other technical set up internally or with customer systems.
Cross collaboration: You will work with many internal teams like product, engineering, sales and customer success.

Requirements

• 3 to 5 years of relevant software system implementation or configuration experience.
• Education: BA/BS, with evidence of technical experience or equivalent work experience.
• Customer obsessed, with passion for helping our clients and ultimately, their patients.
• Great problem-solver. Ability to understand, synthesize, and translate between business problems and technical concepts.
• Attention to detail, with an eye for quality and excellence.
• Clear communicator. Strong written and verbal communication skills and experience addressing clients in meetings and over email.
• Lightning-fast learner and desire for continuous learning, proactively driving initiatives for improvement.
• Thrive in a high-growth, fast-paced environment. Ability to work independently on low to medium complexity assignments, prioritizing and managing time effectively.

Nice To Haves

• Knowledge or experience in the healthcare industry.
• Excellent communication (verbal, written, and presentation) and interpersonal skills (outgoing and personable).
• Applied experience with APIs and healthcare integrations is required
• Experience with Salesforce, Mulesoft, FHIR, and X12 Standards is recommended

Responsibilities

• Document client requirements and create and maintain technical specifications (e.g., field mappings for Infinitus API against customer API spec). Analyze client legacy data sets to understand the impact of the data on system design as needed.
• Configure the Infinitus platform in response to requirements with a best-practices mentality. Leverage structured project delivery methodology.
• Establish CSV-based, API-based and other standard-based integrations with client systems like Patient Relationship Management and Electronic Medical Records etc.
• Support QA, client UAT, and launch processes.
• Author Knowledge Graph (KG) and related rules.
• Provide support in client meetings by leveraging in-depth knowledge of our platform capabilities.
• Partner with client and internal teammates to resolve technical issues/inquiries.
• Act as our first line of support, owning resolution and client communication.
• Manage multiple client implementations concurrently

Benefits

• Hybrid work (SF office Mon/Tues/Thurs) + catered lunches (Bay Area Positions only)
• Competitive salary, equity, and 401(k)
• Wellness stipend & great benefits (medical, dental, vision)
• Generous PTO & parental leave
• Bi-annual offsites & a collaborative, mission-driven culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level