Principal Interface Engineer

POSITION FOCUS

The Principal Interface Engineer position focuses on training, resolve common and complex errors, resolves interface web tickets, perform setup for end-users of varying technical knowledge, building, implementing, and supporting software customer workflow components as requested. Working with the Development, QA and Support teams to best serve our customers.

Consistently provide Best in Class customer service utilizing HDI standards.

Adhere to best practices as established within Deliver Health.

Meet and contribute to customer satisfaction goals

Customer-in focus

Collaborate with Internal and external resources

Provide customer Ad hoc training to internal and external customers

The position requires a customer-focused, self-motivated, and detailed-oriented individual

Ability to multi-task in a fast-paced environment

Act as an interface escalation resource for support, implementations and other interface team members

Self-driven learner, open to continuous learning approach

Problem solving/creative thinking mindset

Solution driven thinking

Develop internal and external technical documents

Responsible with team knowledge transfer

Builds upon problem resolution management

Builds, Implements, and supports software customer workflow components

PRINCIPAL DUTIES

• Work with internal and external customers to build and maintain interfaces for all Deliver Health Customers.
• When required, build custom interfaces and custom filters
• Monitors, manages, and documents all actions and solutions into a Deliver Health ticketing system
• Maintains knowledge of current software versions and known issues
• Responsible for monitoring ticketing system and processing customer/internal user submitted emails to that system
• Resolves or directs issue to the correct staff member for resolution, including escalation to management or engaging other departments.
• Responsible for completing all required learning events and training.
• Provides training for partners and end-customers as needed
• Perform other duties or projects as assigned

KNOWLEDGE, SKILLS AND QUALIFICATIONS

Minimum 5+ years’ experience in a technical environment, working in the healthcare industry, customer support role.

Must be proficient in back-end process and workflow for specific platform

Required Skills:

• Effective and professional communications skills
• Strong critical thinking and problem-solving skills
• Dependable and punctual
• Positive attitude
• Work well under pressure
• Good interpersonal skills and exceptional customer service skills
• Detail oriented, understands and works well with varying standards and processes

Must be an expert with and have strong problems solving skills with the following:

• Windows 11 or higher
• Platform-specific knowledge
• Workflow
• Configuration
• Templates
• Reports
• MS Office
• Online Collaboration tools
• Deliver Health ticketing system
• Networking and network topology as implemented within a business or medical environment
• Database Knowledge (SQL/Oracle/Access)
• Middleware/Interfacing systems (EMR Interfaces)

Must be proficient in one or more programming languages as required by platform:

• XML
• SQL Scripting
• RTF
• HTML
• HL7

EDUCATION

Associates College/University degree in Computer Science or a minimum of 5 years’ relevant work experience

Relevant Certifications considered an asset

Originally posted on Himalayas