PatientPop is the leader in practice growth with the only all-in-one solution that empowers healthcare providers to improve every digital touchpoint of the patient journey. As experts in the healthcare technology space, PatientPop makes it easy for providers to promote their practices online, attract patients, and retain them for life.

We've grown from a small, scrappy team to a workforce of 400+ driven individuals who are committed to scaling smarter. As we move into our next phase of growth, we're looking for passionate and dedicated people to focus on innovative solutions while ensuring that we maintain a superb customer experience. That, in part, means finding highly qualified candidates who want to invest their energy to align with our company's long-term goals.

Are you ready to really dig into a new role? We're looking for you.

Why you're important to us:

Integrations is a primary focus at PatientPop and the Technical Operations team holds a key role in maintaining the health of our integrated practices through troubleshooting. When a practice has its online schedule integrated with an EMR/EHR/PMS, it improves key performance indicators, decreases churn, increases their average lifetime value, and provides enhanced benefits for the patients that find them online. The Technical Operations team supports internal and external teams through a deep understanding of the integrations logic -- this is necessary to troubleshoot and provide solutions for both the practices and the company.

How you will contribute:

Troubleshoot integrations

• Serve as a primary point of contact and assignee for escalated cases from TechOps Specialists, which includes:
• Working with the PatientPop Engineering team in JIRA, as needed, and providing consistent follow-up and communication to the customer and internal teams
• Submission of external support tickets with our partner vendors.

• Respond to and resolve technical cases throughout various stages of the customer lifecycle within 5 days or less.

• Using advanced tools such as:
• AWS Athena
• API Debug Logger/Kibana
• Postman
• Writing intermediate to advanced queries in AWS Redshift
• Handle escalated cases from the leadership team.
• Provide supplemental coverage for TechOps case queue.

Collaborate and share best practices

• Serve as a subject matter expert for our integrations to both internal and external stakeholders.
• Help train/onboard new Integration Specialists (Activations & TechOps).
• Prepare information for bi-weekly TechOps/Engineering Retro.
• Help track/collaborate on various projects and initiatives that improve company efficiency, improve client satisfaction and reduce client churn.
• Contribute to the development of new tools and workflows to increase departmental performance and mitigate risk.

• Document integration-related processes, FAQs and departmental training guides.

 Be a detective and product expert 

• Support internal and external teams with technical integration issues and/or questions
• On escalated cases, partner with TechOps specialists to understand various types of integrations and optimal workflows that are specific to each practice 
• Uncover which integrations PatientPop supports and make suggestions that compliment both the practice and PatientPop solution
• Provide product specific feedback and suggestions to our engineering and product teams
• Be a teacher by sharing and instructing best practices so that internal customer-facing teams develop an understanding of how a practice should be using their integrations

Provide excellent customer service

• Work on completing various high-level investigation cases at a time
• Private practices are busy and can be unresponsive. You will need to take ownership of every case and reach out every 2-3 days to internal and external stakeholders to ensure you’re providing the support they need
• Focus on resolving cases to the customers’ satisfaction. Receive 90% or higher on the customer feedback survey and a 4.8+ CSAT score.

You will stand out with:

• Salesforce, Jira/Confluence
• SQL knowledge
• Knowledge/Experience with various EMRs, EHRs, or Practice Management Systems
• AWS Athena
• API Debug Logger/Kibana
• Postman
• Writing intermediate to advanced queries in AWS Redshift

PatientPop has one simple mission: help healthcare practices thrive. Our solution is the leading all-in-one practice growth platform that's HIPAA-compliant and helps providers promote their practice online, attract patients, and retain them for life.  Learn more at patientpop.com

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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