Technical Account Manager (Remote)

Medically Home (“MH”) is a fast-growing, technology-enabled company that was founded to make a major, positive difference in the way medical care is delivered. MH is leading this shift by providing high-quality, real-time nursing care and services along with all the necessary tools and infrastructure to safely shift advanced, acute medical care from hospitals to the comfort of the patients’ home. We are deeply committed to creating superior patient and family experiences and outcomes.

Job Summary:

Medically Home's Technology Team is responsible for creating and executing the roadmap for Cesia Continuum, the company's core software product offering. As a key member of our product implementation team, you will be on the front lines of bringing Cesia to our large health system customers and shaping the future of the product.

Medically Home Group seeks an experienced Technical Account Manager to lead ongoing support and enablement of the technical components of the Medically Home Virtual Hospital model. In this role, you will usher Medically Home’s clients through optimizations to their hospital-at-home programs, guide upgrades to the software product(s) which support that program, and help them understand how to best operationalize new features into clinical practice. You will ensure peak performance of those programs while helping Medically Home continue to solve one of the most challenging and exciting transitions in modern healthcare, shifting the locus of acute care to the patient’s home environment. This role will report to the Technical Account Management Lead.

Reports To: Technical Account Manager Lead
Location: Remote
Travel: Plan for moderate (25-50%) travel

Key Duties and Responsibilities:

The successful candidate will play a crucial role in maintaining the technical components of clients’ virtual hospital programs, including facilitating updates and enhancements to the Cesia software platform, and supporting optimization and expansion of client hospital-at-home programs. The role includes:

• Managing technical aspects of client relationship for multiple post-launch Medically Home clients, ensuring client satisfaction and program success
• Managing internal and external stakeholders (planning, communication, expectation management)
• Advising clients regarding interoperability of EHR and Cesia, with a focus on orders, clinical documentation, ADT, and other functionality
• Guiding client through regular maintenance and upgrade activities for the Cesia software platform
• Resolving clinical informatics issues utilizing deep knowledge of both the Cesia platform and client implementations
• Gathering customer feedback and providing insights to the product team
• Training clients on Cesia software and demonstrating its use to new and current client stakeholders
• Reviewing and interpreting technical specifications
• Interpreting and mapping HL7 transactions

• Partnering with Virtual Hospital Administrators and Account Leads to ensure that the ongoing technical needs of customers are met
• Spending time on site with customers in their Command Centers, providing support and consultation, and gathering feedback.
• Provide superior customer service
• Ensure Medically Home remains a trusted operational partner for our health system customers after initial implementations are complete
• Employ your knowledge of clinical informatics, operations, and workflows towards supporting the technical components of clients’ virtual hospital and decentralized healthcare delivery programs and enhancing Medically Home’s software product offerings
• Help identify and document common processes in order to standardize technical product support

• Serve as liaison between the client and MHG’s product and engineering teams: Represent clients’ interests to internal product team while presenting the company’s vision for the product and clinical model to the client
• Report lessons learned from ongoing technical client support back to product and engineering teams to inform emerging customer feature requests and road mapping

Requirements and Qualifications:

• 5 or more years of prior experience in technical project management in a clinical healthcare setting
• Familiarity with inpatient clinical workflows, requirements, and terminology, including laboratory diagnostics, imaging, medications, and DME
• Experience working with inpatient electronic health record systems such as Epic, Cerner, Allscripts, or Meditech
• Experience managing multiple clients and projects simultaneously; capable of successful multitasking
• Technical experience with HL7 integrations, including creating, testing, and maintaining interface mappings
• Ability to adopt both a product- and engineering-oriented mindset, while also advocating for client priorities
• Familiarity with SDLC and software development standards and best practices, including version control (Git) and issue management software (Jira or similar)
• Strong critical thinking and problem-solving skills in a healthcare informatics context
• Willingness to say “yes,” tackle interesting and complex problems, and dive in on new, unfamiliar challenges
• Technical & process documentation skills, and experience with continuous process improvement
• Strong written and verbal communication skills
• Strong relationship-building skills
• BA/BS

Consistent with Medically Home’s values of serving our patients, customers and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore, all MH team members are required to be vaccinated against COVID-19 as well as seasonal influenza.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.