About the RoleThis is not a conventional support or project management role. You'll serve as the operational owner for Ambient EHR integrations across our enterprise health system portfolio, acting as the connective tissue between Engineering, Implementation Consultants, Customer Success, and client IT teams. When an integration breaks, stalls, or behaves unexpectedly, you're the person who diagnoses what's actually happening, routes it to the right owner with the right context, and drives it to a fast, defensible resolution.
What You'll DoYou'll own integration launch coordination end-to-end for new enterprise deployments, from kickoff and technical validation through go-live and stabilization, across a portfolio of 10+ EHRs. This includes account configuration and validation, provider and site setup verification, sync health monitoring, and coordinating client-side dependencies like network access, API credentials, and template builds.
You'll be the triage engine for integration issues in production: reproducing and scoping problems, distinguishing product bugs from configuration issues from client-environment problems, and holding the line on triage SLAs. You'll work directly in internal tooling, tracking issues in Linear, and you'll build the dashboards and health metrics that give leadership visibility into enterprise sync rates and error trends.
Across all of it, you'll be the process architect: codifying integration triage, launch, and escalation workflows into documented runbooks and playbooks that survive personnel changes, and establishing operating cadence through weekly status reporting to executive audiences, SLA reviews, and cross-functional syncs.
What You HaveRequired:- 8-10 years in operations, ideally in healthcare technology with demonstrated experience owning cross-functional workflows requiring triage, judgment, and stakeholder alignment
- Proven triage and escalation ownership: you can reproduce an issue, isolate root cause across product, configuration, and client environment, and route it with enough context that engineering doesn't have to re-investigate
- Strong documentation instincts: you think in systems, write runbooks that others can execute without you, and keep them current
- Strong written communication, equally fluent in executive status updates, internal escalation summaries, and client-facing emails to health system IT and clinical stakeholders
- A systems thinker and low-ego operator who builds trust through consistent follow-through, and who can deliver a clear, documented "no" when a request falls outside supported scope
Nice to Have:- Direct experience with ambient AI clinical documentation workflows or point-of-care technology deployments
- Hands-on experience with at least one major EHR platform (Epic, Meditech Expanse, Athena, Cerner, eClinicalWorks, or oncology EMRs)
- Working knowledge of EHR integration fundamentals: HL7, FHIR, REST APIs, token-based authentication, and the practical failure modes of each (auth errors, network/firewall blocks, data routing issues)
- Experience coordinating launches with enterprise health system IT teams, including navigating network access, SSID/firewall constraints, credentialing, and third-party template vendors
- Obsessively organized but adaptable: you hold a complex multi-client portfolio without losing the thread when priorities shift, and you manage upward proactively without being asked
