Senior Product Implementation Engineer

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.
 

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.

• 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.

• 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

• 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.

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 for them across the country.
 

Ours is a diverse team of leaders who execute customer-obsessed business strategy. If we had to choose just one thing that we all have in common, it’s curiosity. Curiosity drives our understanding of health IT as we translate exciting concepts into actionable build requirements. We know what it takes to get new products to market.
 

This work has far-reaching impact, affecting healthcare nationwide. Through user-centered design philosophy and iterative innovation, we leverage open and trusted relationships with our partners to get at our customers’ unmet needs throughout the product life cycle.
 

Why Wait? Apply Now

We’re a midsize company. This means you’re not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.
 

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy, Balancing Work and Life, and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.
 

While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.