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At IMO Health, our Client Services Team is comprised of Implementation Specialists, first-line Customer Support,Client Success, and Technical Support– all dedicated to driving value and high levels of customer satisfaction with IMO Health’s terminology solutions.
Reporting to the Senior Director of Client Services Technical Support, the Technical Implementation Consultant plays a critical role in onboarding and supporting IMO Health’s customers and partners. This individual leads technical implementation efforts—from contract signature to go-live—integrating our products via APIs, SFTPs, and flat files into a variety of Healthcare IT systems.
In this role, you'll work closely with external partners and internal teams—including Product and Engineering—to ensure seamless integration, resolve technical issues, and support ongoing adoption. You’ll have direct impact across a range of health tech partners, including EMR vendors, HIEs, payers, analytics platforms, and NLP/AI companies.
This team sits at the intersection of implementation and technical support, driving high-value outcomes and end-user satisfaction through thoughtful, technically-sound solutions.
IMPACT YOU'LL MAKE:
- Ensure seamless integration of IMO Health terminology solutions into Health IT applications, directly impacting client success.
- Resolve complex customer challenges and contribute to product enhancements for future growth.
- Act as the voice of the customer, providing high-quality support and influencing the development of next-generation healthcare solutions.
- Make a meaningful impact on healthcare delivery worldwide through collaborative problem-solving and continuous product improvements.
WHAT YOU’LL LEARN:
- Gain hands-on experience supporting and integrating advanced clinical terminology solutions into Health IT systems.
- Deepen your understanding of AI-driven solutions and how they enhance decision-making processes in healthcare.
- Collaborate with cross-functional teams to troubleshoot complex technical issues and address client-specific needs.
- Influence product development and understand the lifecycle of health technology solutions.
- Broaden your skills in client relationship management, effectively communicating technical concepts, and creating essential product documentation.
WHAT YOU’LL DO:
- Lead and own the technical implementation of IMO solutions for EHR and non-EHR partners—including HIEs, payers, data aggregators, analytics platforms, and NLP/AI organizations.
- Serve as the primary technical point of contact from contract signature to go-live, managing partner engagement across both operational and executive stakeholders.
- Understand partner goals, technical requirements, and workflows to recommend and implement tailored IMO solutions.
- Deliver high-touch, consultative project management, ensuring smooth integration of IMO APIs, content, and software into diverse partner environments.
- Guide partners on best practices for implementing IMO’s terminology and software—from standard EHR search workflows to complex use cases involving interoperability and data normalization.
- Manage internal cross-functional collaboration to support implementation, including clear communication of technical dependencies and progress.
- Provide tier-two technical support for partner accounts, performing root cause analysis, troubleshooting, and resolution of implementation-related issues.
- Act as the “voice of the customer” within IMO, escalating product feedback, identifying bugs, and surfacing feature requests that align with partner needs.
- Support customer transitions such as product upgrades, service migrations, or changes in technical configurations.
- Maintain and own partner relationships post-implementation, ensuring long-term technical alignment and satisfaction.
- Create and maintain high-quality, client-facing documentation, including user guides, FAQs, issue logs, and communication templates.
- Train and mentor teammates on technical services processes, tools, and best practices.
- Manage partner access to IMO products and content via licensing and provisioning tools.
- Independently manage moderately complex accounts, providing trusted guidance and technical expertise.
- Conduct in-depth analysis to support issue resolution, product improvements, and process efficiency using risk assessments, data analytics, and performance metrics.
WHAT YOU’LL NEED:
- Associate or Bachelor’s Degree or Technical Diploma(s)/Certification(s) in Computer Science, Systems Analysis, Engineering, Health Services or related field, or equivalent work experience
- Superior customer service skills and willingness to go the extra mile
- Strong analytical and problem-solving abilities
- Excellent written and oral communication skills with the ability to document and explain complex technical concepts to non-technical audiences
- Strong team player and ability to collaborate with both internal and external organizational personas
- Hands-on experience with troubleshooting technical issues, especially in customer-facing environments
- Ability to document and explain complex technical concepts in layman’s terms
PREFERRED QUALIFICATIONS:
- Bachelor’s degree in related fields with 2+ years of experience.
- Experienceor familiarity with EHR systems such as Epic, MEDITECH, Cerner, etc.
- Experience with implementing and articulating how to implement APIs and Web Services.
- 2+ years of project management and/or implementation experience.
- 2+ years of relevant Tier 1 or Tier 2 client-facing support experience, Healthcare or Healthcare IT fields.
- Beginner ability and experience with programming code languages such as SQL, C#, Python,JavaScript, JSON/XML, CS/HTML, etc.
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