Senior Product Implementation Engineer

Surescripts

1d • Hybrid

About The Position

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. They deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers. The Senior Product Implementation Engineer ensures the successful implementation and onboarding of Surescripts solutions. This role serves as a technical liaison between the customer and 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.

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

Nice To Haves

• 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

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.

Benefits

• opportunities for employee development
• competitive compensation packages
• extensive benefits
• comprehensive healthcare (including infertility coverage)
• generous paid time off including paid childbirth and parental leave and mental health days
• pet insurance
• 401(k) with company match and immediate vesting

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 251-500 employees