Note: The job is a remote job and is open to candidates in USA. BetterRX is a people-focused company developing software solutions that connect members of a patient’s care team and reduce medication delays. The Technical Operations Specialist will configure, troubleshoot, and optimize EMR integrations and related services while supporting clients, partners, and internal teams. The role also involves integration onboarding, Tier 2 support, issue escalation, process improvement, and customer education.
Responsibilities
- 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
- 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
- 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
Skills
- You are self-motivated, accountable, poised under pressure and driven by educating and delighting (even the most difficult) customers and partners
- You are known as a team player, trusted advisor and master juggler… of tickets, that is
- You have a gift for clear, concise communication (both written and verbal)
- 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)
- 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 15integration 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
- 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
- 2-4 years client-facing technical support
- Ability to read and interpret common data-exchange formats, including JSON, XML, HL7, and FHIR
- Familiarity with PHP and/or JavaScript
- BS Degree or equivalent experience
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
Company Overview