Product Implementation Specialist

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions - from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.

The Product Implementation Specialist is responsible for supporting successful implementation and onboarding of Surescripts solutions. They will be responsible for empowering customers to utilize our self-service tools through proactive engagement, data-driven insights, and scalable implementation strategies. This role blends technical enablement with customer outreach and internal coordination to ensure clients are fully activated and configured to utilize our products effectively.

Customer Engagement & Activation:

• Guide existing and new customers end-to-end through the implementation process with the use of documentation and certification tools.

• Analyze customers' testing activity to identify stalled or underutilized implementations.

• Execute targeted outreach campaigns (e.g., email, webinars, in-app messaging) to re-engage customers and drive completion of implementation.

• Participate in release planning and readiness meetings to ensure self-service clients are prepared for changes.

Implementation Support:

• Support the intake and onboarding process for self-service clients, ensuring smooth testing, configuration and activation.

• Manage the shared implementation support mailbox. Ensure all customer requests receive a first response within 24 hours. Maintain proper SLAs for all customer cases.

• Partner with Product, Engineering, and Support to escalate issues and share customer insights.

• Maintain and improve self-service enablement tools, including documentation, videos, certification testing, and configuration.

• Serve as a subject matter expert on product workflows and release readiness for the self-service tier.

Implementation Data Analysis & Reporting:

• Monitor customer journey dashboards and flag accounts needing intervention.

• Generate reports on implementation trends, upgrade readiness, and support needs by product and market segment.

• Use Salesforce and other tools to extract and interpret customer data.

• Provide feedback on product usability and documentation based on customer interactions.

Basic Requirements:

• Bachelor's degree or equivalent experience

• 2+ years in implementation, customer success, or technical support

• Experience analyzing customer data and driving engagement strategies

• Strong communication and project coordination skills

Preferred Qualifications:

• Experience in healthcare technology or SaaS environments

• Familiarity with messaging standards (e.g., HL7, X12, XML, FHIR)

• Background in marketing or customer outreach

• Experience with self-service platforms or automation tools

• Proficiency in Salesforce and Excel

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .

To be considered for employment, applicants must have a valid U.S. work authorization allowing work without restrictions with Surecripts in the U.S. At this time, we are unable to provide support or provide sponsorship for immigration benefits such as work visas. Additionally, we do not participate in academic training programs or work-study programs through an academic institution that require employer endorsement of F-1/CPT or F-1/STEM.

Better care experiences. Improved outcomes. Reduced costs. These are what our customers care about. And you're ready to step into a key role as part of the solution, innovating unmatched solutions that solve some of the largest challenges in healthcare today, not just for our customers' benefit, but for patients and the people who care for them across the country.

Ours is a diverse team of leaders who execute customer-obsessed business strategy. If we had to choose just one thing that we all have in common, it's curiosity. Curiosity drives our understanding of health IT as we translate exciting concepts into actionable build requirements. We know what it takes to get new products to market.

This work has far-reaching impact, affecting healthcare nationwide. Through user-centered design philosophy and iterative innovation, we leverage open and trusted relationships with our partners to get at our customers' unmet needs throughout the product life cycle.

Why Wait? Apply Now

We're a midsize company. This means you're not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy, Balancing Work and Life, and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.

Physical and Mental Requirements

While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.