[Hiring] Technical Operations Specialist @BetterRX

Role Description

We are a people-obsessed company on a mission to end needless suffering caused by medication delays through innovative software solutions that connect every member of the patient’s care team. Better Care. Lower Costs. As a small but growing team, we value creativity, collaboration, and a passion for technology. We’re looking for a motivated Technical Operations Specialist to join our team and contribute to our ongoing projects.

Ideal Candidate:

• Work closely with clients and partners externally, and with internal teams (e.g., client support, client success, onboarding, and engineering).
• Configure, troubleshoot, and optimize EMR integrations and related services.
• Eager to learn, grow skills, and take on challenges in a collaborative environment.
• Self-motivated, accountable, and poised under pressure.
• Driven by educating and delighting customers and partners.
• Known as a team player, trusted advisor, and master juggler of tickets.
• Gift for clear, concise communication (both written and verbal).

Primary Responsibilities

• Setup and Conversions:
  • Orchestrate successful integration connectivity 2-4 weeks prior to client go-lives.
  • Serve as the primary contact for new clients throughout the integration setup process, leading all education efforts and adoption of integration practices to ensure success.
  • Provide exceptional customer service.
• Debug and Troubleshoot:
  • Identify and resolve data exchange issues between partners and BetterRX.
  • Escalate to partners or Development as appropriate for permanent fixes.
  • Provide Tier 2 support for any inbound client questions or reported issues across all accounts.
• Continuous Learning and Improvement:
  • Stay up-to-date with the latest industry trends and technologies as it relates to integration with our EMR partners.
  • Apply new knowledge to improve existing processes and software.
  • Identify integration process improvement opportunities to continue driving efficiency and scalability.
  • Contribute to meeting and exceeding Support team KPIs.

Qualifications

• Experience troubleshooting API integrations by tracing requests and examining logs across multiple systems.
• Comfortable composing and executing API requests using Postman or similar tools (e.g., Insomnia, curl).
• Ability to read and interpret common data-exchange formats, including JSON, XML, HL7, and FHIR is a plus.
• Familiarity with PHP and/or JavaScript is a plus.
• Experience working directly with external integration partners, communicating clearly and managing expectations with tact.
• Working knowledge of relational databases, including the ability to write basic SQL queries.
• Ability to manage up to 15 integration onboardings (simultaneously) successfully, both independently and in collaboration with other technical operations specialists.
• Energetic, organized, and detail-oriented with meticulous follow-up and excellent communication skills (written and verbal).
• Comfortable speaking in front of clients, easily approachable.
• Technical aptitude to simplify and concisely educate clients about software capabilities, integration capabilities, and practices.
• Professional and calm in working with difficult or upset clients.
• Self-driven and motivated with a desire to succeed in a fast-paced, changing environment.
• Proficient with MS Office (e.g., Word, Excel, PowerPoint, etc.) and CRM (e.g., HubSpot) for documentation and reporting needs.

Personal Attributes

• Intelligence: Strong intellectual curiosity and capacity for learning.
• Analysis Skills: Ability to analyze complex issues and break them down into manageable parts.
• Judgment/Decision Making: Ability to make sound decisions based on available information and judgment.
• Integrity: Demonstrates honesty, ethics, and professionalism in all interactions.
• Resourcefulness/Initiative: Proactive approach to finding solutions and taking on new challenges.
• Stress Management: Ability to work effectively under pressure and manage multiple tasks simultaneously.
• Team Player: Willingness to collaborate and contribute to team success, fostering a positive and productive work environment.

Other Requirements

• Ability to work 100% remote.
• Ability to travel for internal company summits (twice annually).
• 2-4 years client-facing technical support.
• BS Degree or equivalent experience preferred.

Benefits

• 100% Remote Environment.
• Medical, Dental, Vision, Accidental.
• Company paid: Short Term Disability, Long Term Disability, and Life Insurance.
• 401k Match after 1 year of tenure (4%).
• 3 weeks of PTO.
• 5 Wellness Days.
• Closed for 15 Holidays.