Client Support Engineer

Job Description Job Description Description The Indiana Health Information Exchange (IHIE) is one of the nation’s largest health information exchange organizations. IHIE has been around for over a decade, with its roots dating back 30 years. As a not-for-profit HIE, we enable hospitals, physicians, laboratories, payers, and other health service providers to avoid redundancy and deliver faster, more efficient, higher quality healthcare to patients in Indiana. Today, by making information available to approximately 50,000 healthcare providers in Indiana and neighboring states, we deliver services that make a real difference in health and healthcare.

We are seeking a Client Support Engineer to lead IHIE to excel in three key areas: product knowledge, technical scoping, and customer engagement and support. If you are talented, driven, and collaborative, IHIE is a great place to grow.

Summary: The Client Support Engineer is responsible for orienting new and existing clients regarding IHIE products and services. They will reconcile customer requirements with those of IHIE’s products to plan for the successful implementation and adoption of services. The Client Support Engineer will apply these same skills with existing customers who are planning a change where existing service(s) will need to be changed to accommodate. Additionally, this role works directly with product, support, business development, and implementation teams to effectively streamline onboarding and adoption of IHIE services.

Job Function Risk Level 2 - General user access with intentional access to PHI and access to sensitive data
Essential Functions: Essential functions include the following. Other duties may be assigned.

Product Knowledge Provide expert level knowledge of onboarding and ongoing usage requirements for all IHIE products/services.
Create and maintain customer facing onboarding documentation for all IHIE products/services.
Create and maintain onboarding and change request questionnaires to effectively scope project requirements.
Identify best practices to promote the adoption of IHIE products and services.
Technical Scoping Ability to explain product features and benefits, demonstrating how they meet customer requirements through presentations and product demonstrations.
Discover special circumstances or exceptions that will be required to successfully onboard a customer and identify a planned resolution prior to initiating their project.
Provide technical scoping with current customers who have submitted a change request.
Assist customers in resolving technical issues related to product usage and recommend improvements.
Customer Engagement & Support Establish a successful handoff process from the Business Development team with signed SOW to the Project Management and Implementation Teams.
Review onboarding requirements with customers prior to their project starting.
Identify and address any requirement inconsistencies between IHIE and customer.
Help manage scope changes or expectation setting with customers during active implementation projects.
Advocate customer needs internally and work collaboratively with the sales, product, and support teams to achieve customer success goals and contribute to overall company objectives.

Requirements: IHIE Attributes: Adaptability and flexibility in a rapidly changing environment
Self-starter and self-motivated
Ambitious spirit – brings fresh ideas to the table and finds creative solutions to problems
Positive attitude with outstanding communication and listening skills
Education: Bachelor’s Degree in a related healthcare, technical, or business discipline field
Experience: 10+ years of experience in customer support, product management, or business analyst functions
5+ years’ experience in healthcare information technology or health information exchange

Skills/Characteristics: Able to translate functional requirements from customers to technical requirements for engineers
Ability to persuasively communicate complex concepts at all levels of business including c-level
Ability to act as an engaging leader, advisor, mentor and coach
Demonstrated ability to assess and comprehend multiple, often conflicting, interests and articulate clear plans to reach a given objective
Competent and conversant in information technology
Excellent problem-solving skills
Ability to influence others to achieve results
Demonstrated ability to develop a collaborative team environment
Resilient and flexible approach to work
Ability to work in a fast-paced environment
Excellent written and verbal communication skills including presentation and facilitation skills
Preferred: Healthcare experience

Benefits: We offer an excellent benefits package including medical/dental/vision, 401(k) matching, 20 days PTO your first year plus 9 company paid holidays, Summer hours, student loan repayment/529 account save-up programs, a very casual work environment and dress code, and a dynamic, fun-loving company culture!

IHIE is one of the nation’s largest and most advanced health information exchanges, helping to ensure health information is where it needs to be, when it needs to be there to improve care coordination and patient outcomes. IHIE was formed in 2004 and currently serves 120+ hospitals representing 38 health systems, nearly 19,000 practices and over 50,000 providers, and has processed more than 16 billion clinical data transactions. Learn more at