Integration Support Engineer

As an Integration Support Engineer, you will drive the efficiency and effectiveness of our integration support function while delighting our clients with your domain expertise and quick response. You will collaborate with Client IT teams, as well as our Customer Success, Data Engineering, Network Operations, and Development teams, to ensure smooth, scalable, and compliant data integrations. Your experience with EMR and RCM integrations (including database extracts, HL7v2, and/or FHIR), process improvement, and client communication will be key to our success as we scale our solutions.

SmarterDx builds clinical AI that empowers hospitals to analyze the complete record of every patient to fully capture the value of care delivered. Founded by physicians in 2020, its proprietary AI platform understands the nuances of clinical reasoning, enabling hospitals to true the patient record for every discharge. By doing so, hospitals can recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers. 

**This role is fully remote within the US**

• →Prioritize a quick response and consistent delivery on SLAs to ensure - and - exceed user satisfaction.
• →Maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture.
• →Support and improve technical support workflows and documentation to set us up for scale and a proactive approach to support. Help to develop repeatable strategies and playbooks. 
• →Improve integration methods by sharing client feedback and new technology trends.
• →Proactively monitor integration health to detect and resolve issues before they impact clients. 
• →Manage and troubleshoot integration errors and downtime events. 
• →Own proactive communication with clients and internal stakeholders regarding platform downtimes, integration defects, integration errors, and other operational issues, demonstrating strong relationship management, transparency, and cross-functional coordination to drive timely resolution and maintain client trust.
• →Act as liaison between the Customer Operations and Engineering- escalating complex issues, building better workflows and identifying product improvements.
• →Triage and assign out incoming requests.
• →Efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values. Communicate with our users via ticketing system and phone.
• →Ensure compliance with industry regulations and data security best practices.
• →Participate in on-call coverage rotation during weekends, holidays, and other maintenance and support events.

• Experience supporting the integration support function, which includes
• Responding to proactive monitoring systems
• Following incident resolution and client communications SOPs 
• Coordinate cross-functional teams to ensure efficient, scalable support and regulatory compliance
• Deliver on SLA performance to drive and exceed user satisfaction
• Help develop SOPs and playbooks when gaps exist, ensuring repeatable and reliable processes
• 2+ years experience in EHR healthcare integration (technical) roles, with hands-on key experience with database extracts, HL7v2 interface support, and/or FHIR (required to have 2+ years experience in at least 2 of these 3 integrations: database extracts, HL7v2 interfaces, and/or FHIR). 
• Demonstrated experience writing and optimizing complex SQL queries, including multi-table joins, data validation, root cause analysis, and troubleshooting of complex data integration issues.
• Demonstrated ability to manage technical challenges with a hands-on approach, whether working independently or collaborating with engineering teams
• Strong communication skills with the capacity to translate complex technical issues for non-technical stakeholders
• A proactive self-starter with an ownership mindset

• Certification in an integration engines (Rhapsody, Mirth Connect, Epic Bridges, etc) or healthcare interoperability standards (HL7v2, FHIR, etc) 
• Knowledge of hospital revenue cycle management (RCM) and clinical charge capture workflows
• Technical proficiency with Cerner CCL or Epic systems, including revenue cycle modules, Clarity, and Chronicles reporting
• Certification in lean six sigma or other process improvement credentials

• AWS, Python, Snowflake, JIRA, Salesforce, Figma, Rhapsody, Hex