[Remote] Technical Service Analyst

Note: The job is a remote job and is open to candidates in USA. iRhythm Technologies, Inc. is a leading digital healthcare company focused on improving cardiac health solutions. The EHR Technical Services Analyst will provide technical support for EHR-integrated customers, troubleshoot issues, and drive innovation in customer service processes, ensuring maximum value from the Zio service.

Responsibilities

• 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

Skills

• 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
• 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
• Proven success in working with health systems or providers in a strategic capacity, ideally including workflow consultation with customers
• Strong understanding of the healthcare landscape

Benefits

• Medical, dental and vision insurance (all of which start on your first day)
• Paid holidays
• PTO
• 401K (with company match)
• Employee Stock Purchase Plan
• Paid parental leave
• Pet insurance discount
• Cultural Committee/Charity events

Company Overview

Company H1B Sponsorship