EHR Technical Services Analyst

About This Role

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!

Specific job responsibilities include:

• 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 (Mirth) 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.
• Manage iRhythm’s customer integration roll outs and customer integration expansion projects.
• 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 and Revenue Cycle Services 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.

About you:

You are someone who enjoys solving problems as part of a team, and that won’t hesitate to take on new challenges and opportunities that facilitate our customers’ success and happiness with our Zio service. You are an analytical, detail-oriented individual with the ability and desire to work in a fast paced, rapidly changing environment. This team interacts with nearly every division at iRhythm and we’re looking for someone that is excited about continuing to improve our processes, our collaboration with others within iRhythm and the other companies we work with, and the overall value that our customers get out of the comprehensive iRhythm solution.

Our team has ambitious goals to continue growing and positively impacting more customers and more patients each year, and this role will be key to unlocking our ability to scale efficiently and successfully.

In addition to the overview above, here are a few key skills and qualities we’re looking for from you:

• 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 EHR’s (Epic experience preferred).
• Some experience with HL7 integration engine solutions (Mirth preferred, others are ok!), experience or knowledge of coding and transforming messages (ORM, ORU, ADT) is a bonus
• Experience with scripting (we use JavaScript, 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.

Whats In It For You

This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:

• emotional health support for you and your loved ones
• legal / financial / identity theft/ pet and child referral assistance
• paid parental leave, paid holidays, travel assistance for personal trips and PTO!

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more! 

FLSA Status: Exempt

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