SmarterDx

• Serve as the primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations • Independently investigate technical issues using product knowledge, system behavior, historical tickets, documentation, internal tooling, and available data before determining the appropriate next step • Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior • Drive investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while maintaining clear ownership of the client experience • Balance urgency with thorough investigation, ensuring issues continue moving forward even when multiple teams are involved • Escalate thoughtfully, bringing well-defined findings, supporting evidence, and clear recommendations rather than unresolved questions • Maintain ownership of tickets from initial intake through final client confirmation and resolution • Prioritize work based on client impact, workflow-blocking status, executive visibility, and operational risk • Ensure all ticket documentation, classifications, routing, labels, linked work items, and client communications are complete and accurate • Identify trends across client issues and recommend improvements to workflows, documentation, tooling, or product functionality • Contribute to the continuous refinement of support processes and operational standards • Lead complex client conversations through email, Zoom, Slack, and phone • Translate technical concepts into language appropriate for clinical and operational audiences • Maintain client confidence by setting realistic expectations through proactive communication, ensuring clients remain informed throughout complex investigations • Communicate investigation findings clearly across technical and non-technical teams • Model excellent troubleshooting, prioritization, documentation, and client communication for the Support team • Coach analysts through investigations by asking thoughtful questions, encouraging independent problem-solving before providing direction and serving as an escalation resource • Review complex client communications and provide constructive feedback, proactively and when appropriate • Partner with Support leadership to identify coaching opportunities and recurring knowledge gaps • Contribute to onboarding, documentation, training materials, and process improvements.

• Manage a portfolio of enterprise health system clients using the SmarterNotes platform, ensuring long-term client success and satisfaction • Build trusted relationships with executive, clinical, and operational stakeholders, serving as the strategic advisor throughout the client lifecycle • Lead executive business reviews, strategic planning sessions, and operational governance meetings to align product performance with client goals • Partner closely with Integration, Implementation, Product, Support, Sales, and Clinical teams to ensure successful onboarding, implementation, and go-live • Drive product adoption by identifying opportunities to improve utilization, workflow integration, and clinician engagement • Monitor client health, adoption metrics, and business outcomes, delivering executive-level reports that demonstrate utilization trends and financial impact • Identify opportunities for account growth and product expansion while partnering with Sales to support renewals and long-term strategic planning • Advocate for clients internally by representing their needs, priorities, and feedback to Product, Engineering, and Leadership teams • Coordinate cross-functional resources to proactively resolve client challenges and ensure timely issue resolution • Define client success metrics, monitor contractual objectives, and ensure successful achievement of implementation and business goals • Deliver actionable insights that help clients maximize the value of AI-powered clinical documentation • Partner with Client Success leadership to continuously improve team processes, playbooks, templates, and operational best practices

• Drive the efficiency of integration support function • Collaborate with Client IT teams and internal stakeholders • Improve integration methods and procedures • Support and improve technical support workflows

• Serve as the central point of contact for Go-To-Market teams • Support deal governance by coordinating review of complex deals • Build and maintain pricing and deal models • Coordinate and support end-to-end RFP responses • Oversee contract generation for agreements • Partner closely with Legal to manage the contract lifecycle

Role Description 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. This role is fully remote within the US What You’ll Do - 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. - 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. - 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. Qualifications - Experience supporting the integration support function, which includes: - Responding to proactive monitoring systems. - Following incident resolution and client communications SOPs. - Coordinating cross-functional teams to ensure efficient, scalable support and regulatory compliance. - Delivering on SLA performance to drive and exceed user satisfaction. - Helping 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. - 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. - SHIFT: Open to working 11am to 8pm ET shift, Monday through Friday and a rotational shift ~every 5-6 weeks for holidays/weekends as needed. Nice To Haves - Certification in 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. Our Tech Stack - AWS - Python - Snowflake - JIRA - Salesforce - Figma - Rhapsody - Hex Compensation $135K-$150K + benefits Benefits - Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan. - Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents. - Remote-First Team – Work from anywhere in the U.S. - Unlimited PTO & 10 Holidays – So you can relax and recharge. - 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match. - Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters. - Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

• Own and drive the product vision and roadmap for the SmarterDenials teams - Appeal Writer, Management, and expansions — prioritizing initiatives that drive measurable clinical and commercial outcomes. • Hire, coach, and develop a team of Product Managers, raising the bar on craft, customer empathy, and execution across the group. • Deeply understand the SmarterDx user and buyer market, including payer behavior, denial patterns, and RCM workflows. • Engage customers to gather feedback, identify friction points, and surface opportunities for high-impact product improvements. • Define, track, and report on key success metrics to measure product performance, adoption, and business impact. • Support PMs leading a cross-functional team of engineers, data scientists, and designers through the full product development lifecycle.

• Create high-performing content: Conceive, research, write, and edit content that moves healthcare buyers through the funnel, including white papers, case studies, blog posts, email campaigns, landing pages, sales collateral, campaign assets, and more. • Write for the people who run hospital revenue: Create sharp, credible content for revenue cycle leaders, CFOs, CDI leaders, HIM/coding leaders, and clinical executives, with a strong understanding of what they care about and what makes them act. • Make complex ideas impossible to ignore: Turn healthcare RCM, CDI, AI, and clinical workflow topics into content that is clear, compelling, and actually worth reading. • Bring a “what if we…” mindset: Take a creative, consumer-oriented approach to B2B healthcare content, pushing beyond safe, generic assets to create work that earns attention. • Own the company social calendar: Ideate, write, and manage LinkedIn content that builds brand awareness and establishes SmarterDx as a bold, credible voice in AI, revenue cycle, CDI, and revenue integrity. • Develop presentations with a point of view: Build industry event presentations, abstracts, session descriptions, and talk tracks that help senior executives and SMEs show up as true thought leaders. • Turn SME insight into market-facing stories: Partner with product, sales, customer success, clinical, marketing, and leadership teams to uncover insights, sharpen messages, and translate expertise into strong content. • Support demand generation: Collaborate with the head of content and demand generation manager on promotion plans, sponsored content placements, landing pages, nurture emails, direct mail concepts, and campaign follow-up assets. • Optimize for discoverability and performance: Apply SEO/AEO best practices where relevant, understand how content performs, and use data from tools like GA4, CMS platforms, sales feedback, and campaign results to improve future work. • Stay close to the market: Track healthcare technology, AI, revenue cycle management, CDI, denials, DRGs, payer pressure, hospital finance, and competitive trends so our content is timely, specific, and useful.

• Create high-performing content: Conceive, research, write, and edit content that moves healthcare buyers through the funnel, including white papers, case studies, blog posts, email campaigns, landing pages, sales collateral, campaign assets, and more. • Write for the people who run hospital revenue: Create sharp, credible content for revenue cycle leaders, CFOs, CDI leaders, HIM/coding leaders, and clinical executives, with a strong understanding of what they care about and what makes them act. • Make complex ideas impossible to ignore: Turn healthcare RCM, CDI, AI, and clinical workflow topics into content that is clear, compelling, and actually worth reading. • Bring a “what if we…” mindset: Take a creative, consumer-oriented approach to B2B healthcare content, pushing beyond safe, generic assets to create work that earns attention. • Own the company social calendar: Ideate, write, and manage LinkedIn content that builds brand awareness and establishes SmarterDx as a bold, credible voice in AI, revenue cycle, CDI, and revenue integrity. • Develop presentations with a point of view: Build industry event presentations, abstracts, session descriptions, and talk tracks that help senior executives and SMEs show up as true thought leaders. • Turn SME insight into market-facing stories: Partner with product, sales, customer success, clinical, marketing, and leadership teams to uncover insights, sharpen messages, and translate expertise into strong content. • Support demand generation: Collaborate with the head of content and demand generation manager on promotion plans, sponsored content placements, landing pages, nurture emails, direct mail concepts, and campaign follow-up assets. • Optimize for discoverability and performance: Apply SEO/AEO best practices where relevant, understand how content performs, and use data from tools like GA4, CMS platforms, sales feedback, and campaign results to improve future work. • Stay close to the market: Track healthcare technology, AI, revenue cycle management, CDI, denials, DRGs, payer pressure, hospital finance, and competitive trends so our content is timely, specific, and useful.

• Own and drive the product vision and roadmap for the SmarterDenials teams - Appeal Writer, Management, and expansions — prioritizing initiatives that drive measurable clinical and commercial outcomes. • Hire, coach, and develop a team of Product Managers, raising the bar on craft, customer empathy, and execution across the group. • Deeply understand the SmarterDx user and buyer market, including payer behavior, denial patterns, and RCM workflows. • Engage customers to gather feedback, identify friction points, and surface opportunities for high-impact product improvements. • Define, track, and report on key success metrics to measure product performance, adoption, and business impact. • Support PMs leading a cross-functional team of engineers, data scientists, and designers through the full product development lifecycle.

• Own and improve the sales operating cadence, including forecast calls, pipeline reviews, opportunity inspection, and executive revenue reporting. • Partner with Sales Leadership to drive forecast accuracy, pipeline discipline, deal progression, and accountability across the sales organization. • Develop forecasting models that incorporate stage progression, historical conversion rates, deal inputs, sales cycle timing, and rep-level performance. • Translate commercial performance data into clear narratives for leadership meetings, board materials, and strategic planning discussions. • Define, document, and enforce sales process standards, including opportunity stage definitions, exit criteria, required fields, close date hygiene, and pipeline governance. • Monitor pipeline health by segment, product, seller, source, and stage to identify gaps in coverage, quality, and execution. • Drive cross-functional alignment around lead handoffs, opportunity creation, sales-to-CS transitions, renewals, expansions, and customer lifecycle visibility. • Build and maintain core sales performance reporting, including bookings, pipeline generation, conversion, win rate, sales cycle, average deal size, rep productivity, quota attainment, and pipeline coverage. • Partner with Finance and Commercial Strategy on annual planning, quota setting, capacity modeling, bookings targets, and revenue forecasting. • Create scalable dashboards and reporting packages for sales leaders, individual contributors, and executive stakeholders. • Serve as a business owner for Salesforce sales processes, partnering with GTM Systems to ensure CRM configuration supports the commercial motion. • Define business requirements for Salesforce enhancements, dashboards, automations, data quality controls, approval workflows, and sales productivity tools. • Drive CRM adoption and data hygiene through clear expectations, enablement, reporting, and accountability. • Support territory design, account segmentation, quota modeling, sales capacity planning, and coverage strategy. • Partner with Deal Desk, Finance, Legal, Marketing, Customer Success, and Product to improve end-to-end commercial execution. • Bring structure to ambiguous business problems, drive stakeholder alignment, and translate strategy into scalable operating processes.