Technical Support Partner

Summary

As a Technical Support Partner (TSP) you will wear a number of hats, combining aspects of project management, analytics, and technical coordination. You will be a critical link between Qventus and the customer and our internal product and delivery teams. The Technical Support Partner will support the end-to-end delivery of technical features and functions after a go-live and will be accountable for the responsibilities described below. They will also serve as the overall support owner after go-live. The Technical Support Partner will develop deep technical knowledge of the Qventus Periop and Inpatient products to successfully support them and drive value for our customers.

Responsibilities

• • Tier 2 technical level support to clients, or triaging/escalating issues to appropriate technical teams.
• • Provide technical project leadership to manage the full deployment of key post go-live product solutions by prioritizing tasks, identifying dependencies, and ensuring deliverables are met.
• • Work with functions like Data Integration Specialists, Data Engineers, Clinical Operation Consultants, and Product Specialists after each deployment to identify and implement solutions that deliver client value.
• • Collaborate with external client teams to understand evolving requirements/needs and communicate potential approaches to address them.
• • Understand Qventus Periop and Inpatient solutions to create and sustain buy-in from core users, executives, and surgeons around workflows and tool adoption
• • Identify and mitigate risks and advise Delivery team leaders on project opportunities and risks, driving any issues to resolution.
• • Identify process improvement opportunities and create structured approaches to close gaps.
• • Creates a customer base who is excited about Qventus and serves as a reference for prospective customers.

Qualifications

• What We’re Looking For:

  • • An understanding of the technical capabilities needed for enterprise-wide project management.
  • • Experience in SQL and ETL / Python / BI support
  • • Experience working cross-functionally with multiple teams, both internally and externally, to manage end-to-end project lifecycles and to drive project milestones to completion.
  • • Knowledge of inpatient and perioperative metrics, processes, challenges, and solutions.
  • • A track record of applying strong quantitative and analytical skills in prior roles.
  • • Prior experience supporting projects for hospital systems (e.g. EHR implementations)
  • • Skilled at understanding, documenting, and analyzing data using a variety of tools (Data validation dashboards, interpreting JAVA/SQL code, complex Excel functions, etc.)
  • • Experience with support processes (SLAs, OLAs, Product or application support)
  • • Maintaining appropriate versioning of documentation to support the Qventus solution.
  • • Excellent communication skill - Written and verbal.

• It’s a Plus if You Have…:

  • • Experience with Epic/Cerner EHR systems.
  • • Experience with analytics tools (Looker).
  • • Experience working with clinical and/or process consultants.
  • • 1+ years of professional experience working at a top healthcare consulting firm, digital health company, or health system.

Additional Information and Instructions

• To be a good fit for the company, candidates should have these intangibles:

  • • You find pleasure in defining a method to the madness. People call on you to organize messy situations at work.
  • • An assertive, confident attitude and approach towards challenging situations. You run towards the challenge head-on instead of waiting for it to come to you.
  • • You’re comfortable with ambiguity and can make ‘gut’ decisions without all the information, course correcting and maintaining momentum with team members to keep going.
  • • You want to contribute at any level to drive a task to completion. There’s nothing ‘beneath’ you, as long as you’re helping out.

Candidates must be located in Brazil, Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay.

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