EMR Integration Success Manager

Interface Success Manager - Clinic Interfaces and EMR (Project Manager II)

Myriad's Clinic Interfaces and EMR Team supports the seamless integration of Myriad products and services into our customers' existing digital systems. The Interface Success Manager helps ensure that these interfaces deliver a high-quality customer experience and achieve their intended operational and business impact. This role supports the onboarding of newly interfaced clinics, monitors interface health and utilization, leads frontline support for live interfaces, and partners across teams to resolve issues and improve workflows.

What You'll Do

• Lead frontline support for live interfaces, triaging and resolving issues from clinics, EMR vendors, commercial stakeholders, and internal teams through defined support channels.
• Monitor interface health, including message volume, error queues, delivery, and result turnaround, and proactively address issues before clients report them.
• Troubleshoot HL7 and FHIR REST API order and result messages and partner with Interface Engineers on mapping, connectivity, and configuration fixes.
• Conduct root cause analysis on recurring issues and drive permanent fixes that reduce support volume over time.
• Manage changes to live interfaces, including EMR upgrades, new locations or providers, and onboarding of new tests or products.
• Partner with Interface Project Managers throughout new implementation builds to advise on interface configurations and workflows, review build quality, and confirm go-live readiness.
• Maintain accurate Jira tickets and Confluence documentation for client workflows, configurations, decisions, and known issues.
• Partner cross-functionally with Commercial, Product, and EMR-adjacent teams on strategic initiatives that drive scalable improvements in interface adoption and utilization across the broader customer base.
• Develop a broad understanding of clinic experiences across EMR platforms, the interface implementation process, and operational workflows throughout Myriad's pipeline.
• Support special projects and strategic initiatives, including product pilots, new technology development, and process optimization, with management and/or peer oversight and collaboration.

About You

Required Qualifications

• 2-4+ years of experience in healthcare, with direct exposure to EMR and/or LIS systems.
• Demonstrated success delivering outstanding customer support in a complex operational and technical environment.
• Experience with incident management and de-escalation, including clear communication and coordinated issue resolution.
• Proven ability to streamline processes, minimize repetitive work, and contribute to scalable operational improvements.
• Ability to balance multiple commitments, advance longer-term initiatives, and respond effectively to emerging day-to-day demands.
• Exceptional written and verbal communication skills with a customer-centric mindset.
• Meticulous attention to detail when reviewing message data, validating workflows, and documenting configurations.
• Working knowledge of the healthcare landscape.
• Experience with interface engines or middleware such as Mirth Connect, Cloverleaf, Corepoint, and Rhapsody.
• Exposure to healthcare interoperability standards and message types, including HL7 ORM/ORU, ADT/SIU, CCD, CDA, and FHIR.
• Experience with CRM, issue-tracking, and documentation tools such as Salesforce, Service Cloud, Jira, and Confluence.
• A bachelor's degree (B.A. or B.S.) in science, engineering, or a related field.

Preferred Qualifications

• Familiarity with genetic testing, precision medicine, and/or pharmacogenomics (PGx).
• Project management experience, preferably with PMP certification.
• Familiarity with agile and scrum concepts highly valued.