Software Delivery Specialist

At IPeople Healthcare we know the importance of patient care, so we build patient-minded software and services for the healthcare industry. That way care providers can focus on working more efficiently to improve the quality of patient care.

Our foundation is an uncompromising dedication to product reliability, service, and support. We are committed to continually improving the quality and efficiency of our customer's experience with their data. After eighteen years we continue to stay at the forefront of the healthcare technology sector, offering Services and Solutions for all user levels with diverse business needs.

In short, IPeople Healthcare is healthcare expertise applied to save lives and improve the quality of patient care literally.

We are unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.

Responsibilities

For us to continue staying on the forefront, we are looking for talented Customer Success personnel to join our fast-paced, growing company. The Customer Success team plays a crucial role in our purpose-driven strategy by being the liaison between the customer and the company, ensuring their success with and adaptability of the software and services they have purchased, and being a primary stakeholder for all of the IPeople product suites.

The Customer Success delivery team member role boasts many responsibilities that directly and positively impact the business’s product and services lines that deliver purpose and value including:

• Analyze: Work with your team, project managers, sales & marketing, and the hospital to successfully deploy the current product and service offerings per the contract. Escalate where necessary in order to promote product usage and adoptability.

• Maintain: From time to time, a customer will change their infrastructure/systems, which will require us to perform maintenance on their products and interfaces. In other cases, new versions of our product could be released that will require us to modernize customer solutions they’ve acquired from IPeople. In either case, you and your team will be responsible for maintaining existing products and interfaces that need fixing/improvements, escalating where necessary, and ensuring the proper documentation has been updated both internally and to the customer.

• Improve: As a first line of contact for the hospital regarding their IPeople product and services suites during the implementation process, you will leave a major impression. This allows you to be a major stakeholder in the development and improvement of the products. You will have a voice and be expected to use it in order to create user stories for the products so that it can be improved to deliver more value, faster.

While the above highlights the primary responsibilities of the Customer Success - delivery team member role, there are certain qualities that we are looking for that indicate how successful team members will be in their role. The following traits are benchmarks for an effective team member:

• Constant Productive Communication: A successful delivery team member is constantly communicating with the right people (their team, product owner, scrum master, project managers, stakeholders and customers) about the items they are working on. Whether it’s asking a team member for help, explaining a roadblock to the project managers or asking for product owner input, the team's success lies in our ability to continually communicate with the right people at the right time.

• Always Respectful and Open: A successful delivery team member respects their team members to be capable, independent people and agree to be open about all their existing work and the challenges with performing the work.

• Focused and Committed: A successful delivery team member focuses on the experience of the customer during the delivery process, the goals of the company, and personally commits to achieving the commitments of the team.

• Purpose Driven: A successful delivery team member can impact people’s lives via the solutions they implement. They must be focused on delivering the highest quality of work, considering all of the company values to meet the hospital's needs so that they can improve the health of those they serve without being bogged down by technical challenges.

Role expectations

• Work committed tickets weekly from the ticket management system (AZURE) to completion.

• Participate in the planning, creation and grooming of project deliverable tickets.

• Deploy contracted software systems according to current standards and processes.

• Escalate tickets, following the proper escalation path, whenever necessary.

• Update documentation, where applicable, on final deployment to production systems.

• Help create documentation where needed to standardize common processes.

• Grow relationships with existing client base, displaying empathy and integrity.

• Provide feedback to internal teams on customer feedback and challenges.

• Participate on weekly status update calls, providing technical expertise into the IPeople delivery process.

Required knowledge, skills & abilities

• Bachelor's degree, preferably in the field of computer science or equivalent 5 years work experience

• Intermediate experience with Visual Basic, VBScript or a similar scripting language

• Intermediate database management experience

• Advanced SQL query building and stored procedure experience

• Working knowledge of Microsoft Office 365 (Word, Excel, Outlook, Teams, etc.)

• Excellent trouble-shooting skills to diagnose the root cause of technical challenges and issues

• Excellent (verbal and written) communication and documentation skills

• Strong organization skills with the ability to deliver with quality and in a timely manner

• Knowledge of Windows operating systems, security and Active Directory

Preferred Skills

• Familiar with Scrum and Agile development methodologies

• Healthcare experience

• Knowledge of data exchange format standards, such as HL7, XML and JSON

• Familiar with hospital information systems

• Working knowledge of Atlassian products (Confluence) and Microsoft Azure

Perks & Benefits

• Discretionary time off
• 7 paid holidays
• Health, Dental and Vision Insurance Benefits
• 401k
• For local employees, hybrid work environment. Three days remote (subject to change based on CEO and Board)

About IPeople

IPeople Healthcare was founded in 2002 by Jenny Blue and Gary Armfield with a vision of providing a new era of expertise to enhance the way sites interact with their MEDITECH system. Today, IPeople continues to stay at the forefront of the healthcare technology sector, offering Services and Solutions for all user levels with diverse business needs.

Our office is located in the Dallas, TX area where all development, support, and general business is centralized in order to provide streamlined communications and services to our customers. We are committed to providing the healthcare industry with tools to promote increased work efficiencies while providing layers of flexibility in our products to assist both the technical and non-technical users alike.

Culture of Customer Delight

At IPeople our mission is to build innovative software and services for the healthcare industry so that care providers can focus on working more efficiently to improve the quality of patient care. We work with determination, resilience, and respect, striving to always delight our customers. From initial consultation to project implementation and beyond, you can trust that our team will: Execute with Excellence, Embrace the Challenge, and be Fiercely Passionate!

Solid Expertise

IPeople is healthcare expertise applied. We are committed to continually improving the quality and efficiency of your experience with your data. Our expertise include:

• Magic and M-AT programming
• NPR, M-AT, and DR report writing
• Bi-directional integration strategies and consulting
• Work-flow and process automation
• SQL development and database administration
• Downtime process and procedures