Position Summary:

The Manager of EMR Integration serves as the primary point of contact for assigned customer accounts, ensuring a seamless experience in integrating products into the EMR physician workflow, from initial design through ongoing deploymentt, quantifying and demonstrating the value of Allymar services, to support interoperability and revenue growth. You will collaborate with internal teams to provide solutions that meet customer needs, enhance satisfaction, and drive business success.

Key Responsibilities:

• Value Realization
• Develop an approach for measuring and tracking ongoing value for the customer, leveraging internal teams as needed.
• Develop a “laser focus” on value generation for the customer (including, but not limited to: cost reduction, revenue growth, improved physician/patient experience, improved clinical outcomes; identify hypotheses for new value levers and work with internal teams to execute in a cost effective, feasible manner
• Ensure client appreciates and understands the value of Allymar services, hosting a recurring value realization session with customer as needed
• Operations
• Coordinate among Allymar vendors to ensure on-time and successful delivery of services that bring quality and ease of use
• Work with customer technologists and physicians to address questions and root-cause potential issues
• Account Management:
• Act as the primary liaison between customers and the company, ensuring timely and efficient communication.
• Develop and maintain strong, long-term relationships with assigned clients, serving as their trusted advisor for integration issues.
• Oversee the day-to-day management of customer accounts, ensuring that all needs are met and expectations exceeded.
• Monitor account performance and customer satisfaction, proactively identifying opportunities for improvement.
• Own (prepare for, host) customer operations calls, anticipated to be 1x/week during integration and post-deployment time frames
• Work with internal teams (finance) to ensure invoice schedule is properly executed
• Customer Support & Problem Resolution:
• Address customer inquiries, concerns, and issues in a prompt and professional manner.
• Work with internal teams (sales, product, technical support) to resolve customer issues and deliver optimal solutions.
• Coordinate escalations as necessary, ensuring swift and effective resolution of customer challenges.
• Sales and Revenue Growth:
• Identify opportunities for upselling or cross-selling additional products or services to existing customers.
• Manage renewals, ensuring timely contract renewals and identifying opportunities to expand services or product offerings.
• Onboarding & Training:
• Assist in the onboarding process for new customers, ensuring they understand the company’s products/services and how to maximize their value.
• Conduct product demonstrations and training sessions as needed to ensure customer success.
• Reporting and Documentation:
• Maintain accurate records of customer interactions, transactions, and feedback.
• Provide regular updates to the management team on account status, customer feedback, and any issues that may impact satisfaction or business performance.
• Prepare and present reports on customer trends, opportunities, and key performance metrics.
• Collaboration:
• Collaborate with Growth and Product teams to ensure customer needs are met and aligned with company capabilities.
• Participate in regular meetings to discuss customer feedback, challenges, and product or service improvements.

Qualifications & Requirements:

• Education:
• Bachelor’s degree in Computer Science , Medical Informatics or Biomedical Engineering or a combination of education and experience
• Experience:
• 5+ years of experience in EMR integration of external applications, technical issue resolution, and physician interaction to address product roll out
• 5+ years of experience in Epic EMR API integration, including retrospective and prospective reviews, FHIR API integration and security assessment
• Demonstrated ability to manage complex customer accounts and build strong relationships.
• Skills and Competencies:
• Excellent communication (verbal and written) and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Proficiency and knowledge of SMART on FHIR integration, medical terminologies, internal and Epic FHIR APIs, CDS Hooks
• Proven track record of achieving delivery of SMART on FHIR applications
• Additional Requirements:
• Ability to travel as needed (if applicable).
• Self-motivated with the ability to work independently and as part of a team.
• Strong negotiation skills and attention to detail
• A “do whatever it takes” attitude, including working beyond normal work hours (e.g., nights, weekends).
• Comfortable with a scrappy, startup environment.
• Occasional travel for client meetings or industry events (if applicable).

Why Join Us?

At Allymar Health, we pride ourselves on fostering a collaborative and innovative work environment. As a Manager of Customer Value, you will have the opportunity to shape lasting relationships with our valued clients while contributing to the company’s growth and success. We offer competitive compensation, comprehensive benefits, and opportunities for professional development.