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Role Description

iRhythm is currently seeking a motivated and growth-oriented EHR Technical Services Analyst. This is a remote position that can be located anywhere in the US. This role will be responsible for providing technical support and driving ongoing success for our EHR-integrated customers. Your problem-solving skills and passion for customer success will ensure that these customers get the maximum value from our overall Zio service and continue to see efficiencies gained from our EHR integration.

As part of the EHR Integration team you will work closely with our Technical Project Managers, Customer Care teams, and Revenue Cycle Management teams to quickly diagnose and resolve customer issues, lead customers through expansion and maintenance projects, and drive innovation of our processes and support methods.

Our work environment is fast-paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient experience. We are looking for like-minded individuals to join our team today!

What You Will Be Doing

• Interact with our customers to help them expand their use of Zio Integration to new sites and specialties, or to meet new needs and goals.
• Solve escalated issues from other customer support roles and ensure we deliver timely and effective customer service.
• Troubleshoot customer issues within our interface engine (IRIS by InterSystems) and develop processes to prevent similar issues in the future.
• Analyze customer support trends and present the data and proposed solutions for continuous improvement of our services.
• Work with current integrated customers to understand their business needs and help close any identified gaps in our processes and offerings.
• Work and communicate independently with the client’s implementation team and cross-functionally within iRhythm on a regular basis.
• Align with customers on action plan that achieves success metrics and goals of the EHR integration and accelerates adoption of Zio throughout the health system.
• Post-implementation partnership with iRhythm Customer Care, Revenue Cycle Services, and Commercial Partnerships organizations to provide ongoing support.
• Drive continuous improvement of our processes and value to customers by leading and executing on internal projects, interacting with multiple internal and vendor stakeholders.

Qualifications

• Exceptional customer service orientation with a focus on collaboration and flexibility when working with both external and internal stakeholders.
• At least 1 year of integration experience with EHRs.
• Some experience with HL7 integration engine solutions (IRIS preferred, others are ok!), experience or knowledge of coding and transforming messages (ORM, ORU, ADT) is a bonus.
• Experience with scripting (we use ObjectScript, we’re looking for experience with any language) with regular expressions.
• Ability to multi-task and prioritize business requirements in a dynamic, fast-paced environment.
• Ability and desire to get to the root cause of issues, and put processes in place to prevent issues from happening again.
• Excellent communication and presentation skills.
• Proven success in working with health systems or providers in a strategic capacity, ideally including workflow consultation with customers is preferred.
• Strong understanding of the healthcare landscape is preferred.
• Bachelor’s degree or relevant experience in the healthcare or technology field.
• Ability to travel 10-20% of the time, as needed.

Benefits

• Competitive compensation package.
• Excellent benefits including medical, dental, and vision insurance (all of which start on your first day).
• Paid holidays and PTO.
• 401K (with company match).
• Employee Stock Purchase Plan.
• Paid parental leave.
• Pet insurance discount.
• Cultural Committee/Charity events.
• And so much more!

FLSA Status

Exempt