EMR Integration Success Manager

This is a fully remote position, open to applicants in Utah.

📋 Description

• Oversee frontline support for live interfaces, addressing and resolving issues from clinics, EMR vendors, commercial stakeholders, and internal teams via established support channels.

• Monitor the health of interfaces, including message volume, error queues, delivery, and result turnaround, and proactively resolve issues before they are reported by clients.

• Diagnose HL7 and FHIR REST API order and result messages, collaborating with Interface Engineers on mapping, connectivity, and configuration adjustments.

• Perform root cause analysis on recurring issues, implementing permanent solutions that decrease support volume over time.

• Manage modifications to live interfaces, including EMR upgrades, new locations or providers, and the onboarding of new tests or products.

• Collaborate with Interface Project Managers during new implementation builds to provide guidance on interface configurations and workflows, assess build quality, and confirm readiness for go-live.

• Ensure accurate Jira tickets and Confluence documentation for client workflows, configurations, decisions, and known issues are maintained.

• Work cross-functionally with Commercial, Product, and EMR-adjacent teams on strategic initiatives that promote scalable enhancements in interface adoption and utilization across the wider customer base.

• Acquire a comprehensive understanding of clinic experiences across EMR platforms, the interface implementation process, and operational workflows throughout Myriad’s pipeline.

• Assist with special projects and strategic initiatives, including product pilots, new technology developments, and process optimization, under management and/or peer oversight and collaboration.

⛳️ Requirements

• 2–4+ years of experience in healthcare, with firsthand exposure to EMR and/or LIS systems.

• Proven track record of delivering exceptional customer support in a complex operational and technical setting.

• Experience with incident management and de-escalation, including effective communication and coordinated resolution of issues.

• Demonstrated ability to streamline processes, reduce repetitive tasks, and contribute to scalable operational enhancements.

• Capacity to manage multiple commitments, advance long-term initiatives, and respond adeptly to day-to-day demands.

• Exceptional written and verbal communication skills with a focus on customer satisfaction.

• Strong attention to detail when reviewing message data, validating workflows, and documenting configurations.

• Working knowledge of the healthcare landscape.

• Familiarity with interface engines or middleware such as Mirth Connect, Cloverleaf, Corepoint, and Rhapsody.

• Understanding of healthcare interoperability standards and message types, including HL7 ORM/ORU, ADT/SIU, CCD, CDA, and FHIR.

• Experience with CRM, issue-tracking, and documentation tools such as Salesforce, Service Cloud, Jira, and Confluence.

• A bachelor’s degree (B.A. or B.S.) in science, engineering, or a related field.

• Preferred familiarity with genetic testing, precision medicine, and/or pharmacogenomics (PGx).

• Project management experience, ideally with PMP certification.

• Valued familiarity with agile and scrum concepts.

🏝️ Benefits

• Equal opportunity employer with a commitment to inclusion and belonging.

• Reasonable accommodations for religious practices, mental health, or physical disabilities.