Careers

OVERVIEW:

Seeking a knowledgeable, customer-focused Support Specialist to join our growing support department. In this role, you will be the first point of contact for both home and business customers – assisting with troubleshooting products and their associated data management and backup solutions.

You will troubleshoot, resolve, and document a wide range of technical issues via phone, email, and remote sessions. This position will help you build skills tailored to the extensive ecosystem, equipping you to deliver effective solutions, communicate clearly, and provide outstanding customer support. You will also have the opportunity to expand your skill-set across the wide range of technologies offered by our products.

Support Specialists have a growth path to the Premium Support Team, where they serve priority enterprise customers and receive higher compensation and bonus opportunities.

RESPONSIBILITIES:

• Respond to support tickets, phone calls, and live chats from customers.
• Troubleshoot and resolve hardware, software, networking, and configuration issues.
• Escalate complex cases appropriately while retaining ownership for follow-up.
• Guide customers through setup, migration, and security best practices.
• Document interactions and solutions accurately in the ticketing system.
• Collaborate with colleagues to share knowledge and improve team processes.
• Stay up to date with the latest Synology products and updates.
• Contribute feedback to help improve support documentation and services.

REQUIREMENTS:

• Four (4) plus years of experience in technical support, IT helpdesk, or a similar role.
• Excellent written and verbal communication skills.
• Ability to clearly explain technical concepts to non-technical users.
• Eagerness to learn new technologies and adapt to evolving products.
• Comfort working in a fast-paced environment and balancing multiple priorities.
• Customer-first attitude and a commitment to high-quality service.
• Basic scripting ability in any language (e.g., Bash, Python) for troubleshooting and automation tasks.

Preferred Additional Qualifications:

• Strong command-line proficiency (Linux/Bash).
• Experience supporting storage (NAS/SAN), cloud, or backup solutions.
• Ability to interpret logs across platforms (Windows Event Viewer, Linux system/kernel logs).
• Familiarity with software RAID (e.g., mdadm) and diagnosing disk I/O or SMART errors.
• Understanding of networking concepts such as reverse proxies, port forwarding, and NGINX.
• IT certifications such as:
  • CompTIA CSIS+, CLNP+.
  • Red Hat RHCSA.
  • LPIC-1/2 or other Linux-focused credentials.

OVERVIEW:

Seeking an entrepreneurial and analytical leader to create and lead a team that supports the overall Digital function across strategy, finance, talent, business operations, and value measurement of Digital activities to the organization. This leader should have proven experience in driving transformational change and leading high-performing teams. The ideal candidate is self-motivated team, collaborative, and proactive with ability to quickly define direction and drive results. This role will work closely with other Digital teams, technology teams, and teams across the business, such as finance, talent, and supply chain.

RESPONSIBILITIES:

Strategy

• Collaborate with technology, operational, and clinical leaders to develop Digital roadmap and tactical operational plan for delivery.
• Define OKRs and specific programmatic metrics to measure and demonstrate value of overall Digital efforts.
• Lead business case development for digital transformation initiatives in collaboration with multiple stakeholders, including finance.

Operations

• Support establishing effective processes for internal Digital program management.
• Create, maintain, and refine standard processes for underlying Digital operations.
• Establish operating model with and act as primary contact across enterprise enabling functions to ensure progress and timely delivery of digital initiatives.
• Collaborate with finance to own and manage Digital team finances and vendors.
• Establish, refine, and measure effective Digital vendor management processes.
• Manage Digital team capacity relative to priorities and constraints.
• Measurement and value realization.
• Establish and maintain standard methods for measuring Digital initiatives.
• Measure and convey the value of Digital investments to multiple audiences.
• Establish consistent ongoing measurement and feedback mechanisms to assess outcomes and identify new opportunities

Leadership

• Build and manage high-performing teams.
• Guide, coach and consistently develop team members through feedback and mentorship.
• Promote a culture of transparency, agility, and continuous improvement.

REQUIREMENTS:

• Ten (10) plus years of demonstrated experience in Operations, Technology and/or Data/Analytics with demonstrated familiarity with digital products, data, and data visualization; minimum of five (5) years in a leadership role.
• Bachelor’s degree in technical or business field.
• Master’s degree preferred.
• Experience in a healthcare setting is required.
• Practical experience with financial management, data and BI tools.
• Ability to translate business needs into technology and operational solutions, rigorous business cases, and defined outcome measures.
• Proven ability to define measurement methods and visualizations.
• Proven financial acumen and effective P&L management.
• Extensive experience working in a matrixed organization.
• Entrepreneurial experience, building teams from their inception.
• Demonstrated comfort with ambiguity and being a proactive self-starter.
• Strong analytical, strategic thinking, and communication skills.
• High empathy and stakeholder management.
• Demonstrated success building and high-performing team with a variety of skill sets.
• Ability to develop strategic relationships with and manage vendors.
• Familiarity with product lifecycle, product deployment, and Agile methodologies.
• Experience working with healthcare data preferred.
• Advanced comfort with Microsoft tools (e.g., Excel, Word, PPT, Project), PowerBI, Jira, Confluence, Visio.
• Client requires employees to be vaccinated including for flu and COVID-19.

OVERVIEW:

Seeking a Product Operations & Deployment Manager who is excited to enable team operations, lead end-user adoption and change management, and successfully scale Digital solutions across the health system. This role requires collaboration with Digital product teams, clinical, and operations teams to effectively create change. This role will directly contribute to realizing new experiences and journeys for patients, providers, and operators and work to tangibly improve patient access and experience, enable clinicians to focus on delivering care, and provide the tools to allow operational leads to seamlessly conduct their work.

This role is responsible for full operational delivery from planning, stakeholder engagement, and communication to tangible change management and measurement. A critical component of this role is creating sustained behavior change and outcomes.

RESPONSIBILITIES:

Implementation, Adoption and Change Management

• Lead implementation efforts across various Digital products to end-users.
• Develop standardized implementation playbooks tailored to different products, user groups/personas, and for various clinical and business settings.
• Manage deployment timelines, readiness assessments, and go-live plans in coordination with product teams, operations, and clinical partners.
• Work closely with local champions, clinicians, and operational leaders to identify adoption barriers and co-design solutions; determine and prioritize solutions.
• Design and deliver comprehensive change management plans focused on behavior and mindset shifts among users.
• Coordinate post-implementation stabilization and feedback loops to support continuous improvement.
• Determine success metrics, and utilize data to monitor adoption trends, measure success, and identify opportunities for reinforcement and refinement.

Communications & Training

• Support designing and implementation of multi-channel communications strategies to inform, engage, and prepare stakeholders across the enterprise.
• Develop tailored training by user groups/personas for various digital products in close collaboration with training, product, and operations teams.
• Work with Technology Communication teams to provide regular information for broadcasting key product updates.
• Develop and maintain supporting materials for a variety of stakeholders to enable ongoing scalability, reach, and outcomes for different audiences

Stakeholder Management

• Serve as a key connector between the digital team and clinical, operational, and administrative stakeholders.
• Regularly represent Digital team at various business forums across all levels to communicate deployment and adoption plans, set end-user expectations, and garner support and buy-in from key stakeholder groups for Digital products.
• Become an enterprise expert to maintain health system level intelligence around locations, Ops management contacts, provider practice groups, and other important information.
• Proactively engage Operations teams, including front line staff, and leverage data to understand pain points and creatively define solution set.
• Coach end-users to build comfort with digitally enabled operational experiences.

Leadership

• Manage high performing teams who implement products with end users.
• Guide, coach and consistently develop team members through feedback and mentorship.
• Promote a culture of transparency, agility, and continuous improvement.

REQUIREMENTS:

• Five (5) plus years of demonstrated experience in Operations and/or Technology implementation.
• Bachelor’s degree in technical or business field.
• Master’s degree preferred.
• Experience in a healthcare setting is required.
• Experience working with a variety of Digital solutions, ideally in a healthcare setting.
• Success leading complex operational and technology deployments across end-users.
• Exceptional emotional intelligence, empathy, and relationship building.
• Experience working in a matrixed organization.
• Demonstrated comfort with ambiguity and being a proactive self-starter.
• Exceptional communication, problem solving, and collaboration skills.
• High degree of accountability and ability to deliver against deadlines.
• Ability to effectively communicate across roles and levels, from executive leaders to front-line operators and clinicians.
• Familiarity with agile methodologies.
• Knowledge with Jira, Confluence, PowerBI and other tools.
• Advanced comfort with Microsoft tools (e.g., Excel, Word, PPT, Project), PowerBI, Jira, Confluence, Visio.
• Client requires employees to be vaccinated including for flu and COVID-19.

OVERVIEW:

A Product Manager is responsible for the ideation, development, and management of digital products to improve patient and provider experience. The product manager works with cross-functional teams to define product strategies, prioritize features, and ensure the optimal user experience through the successful delivery of digital solutions. This is an opportunity for talented digital product managers to use their skills to save lives, improve health outcomes, and provide choices to an incredibly diverse community.

Current needs include three (3) Digital Product Managers and one (1) to two (2) Senior Product Managers (Senior Product Managers will manage and guide the work of other product managers).

RESPONSIBILITIES:

• Collaborate with executive leadership to define and articulate a clear product strategy aligned with the organization’s overall goals.
• Build an understanding of data, usability studies, research, and market analysis to integrate into product strategies and requirements to enhance user satisfaction within and outside the organization.
• Drive product vision, strategies, and roadmaps in the context of broader organizational strategies and goals.
• Integrate data, usability studies, research, and market analysis into product strategies and requirements to enhance user satisfaction.
• Work closely with cross-functional teams to drive product vision, define product requirements, coordinate resources from other groups, develop roadmaps, and guide the team through key milestones.
• Define success metrics for product features.
• Drive decision-making through analytics.
• Negotiate scope and timelines to achieve KPIs, and leverage data and user research to make product enhancement recommendations.
• Experience at breaking down end user needs.
• Work with designers.
• Write Epic user stories.
• Manage the product backlog.
• Operate in an Agile way.
• Work with businesses, clinicians and operators.

REQUIREMENTS:

• Demonstrated experience as a Digital Product Manager in a complex enterprise organization.
• Experience in a healthcare setting is required.
• Experience working with outsourced IT developers in a matrix enterprise.
• Experience defining metrics to analyze and measure product success.
• Experience using analytics to drive informed decisions.
• Excellent project management and organizational skills.
• Exceptional communication and collaboration skills.
• Client requires employees to be vaccinated including for flu and COVID.

Strongly preferred:

• Knowledge of health care workflows.

RESPONSIBILITIES:

• Systems architecture development, requirements definition & decomposition, concept of operations, model-based systems engineering (MBSE), validation and verification, development assurance, safety analysis, and systems integration.
• Responsibility also includes project management, use and deployment of tools, technology and manufacturing assessments, and internal and external interactions.
• Plan, execute, and troubleshoot complex systems integration to validate interface definition and system requirements of airplane network systems.
• Perform risk management and trade study analyses.
• Work with other teams to resolve technical issues.
• Provide analytical and problem-solving skills to accomplish optimal system design and integration.
• Compare actual results to baseline plan to assess project performance, efficiencies, productivity, and lessons learned.

REQUIREMENTS:

• Experience with airplane software certification.
• DO-160 &/or DO-178.
• Experience with airplane networks and communication systems.
• Basic knowledge of network protocols, routing table definitions, and network architecture definitions.
• Experience with test procedures, lab testing and troubleshooting.
• Excellent verbal and written communications.

RESPONSIBILITIES:

• Configure the Hospital’s electronic medical record and additional applications.
• Maintain Hospital Billing module to configure trigger/modify charges, benefit engine, and work with external collection agencies. Build, test, and present to end-users and change control, and migrate build to production.
• Support all end users on Epic EMR system, integrate Revenue Cycle processes such as maintaining claim scrubber and payment processor.
• Responsible for system implementations, current system upgrades, and industry standard (transition from X12 4010 to 5010 format, ICD 9 to 10 upgrade, and implement new user workflows).
• Support other IT department initiatives and projects. Use advanced knowledge of assigned Epic System software to collaborate on all aspects of the Epic Systems and HB modules, as well as complimentary software mentioned above.
• Use advanced knowledge of enterprise Electronic Medical Record (EMR) software and serve as a vital liaison between the IT Department, Hospital Billing Office, Finance, billing vendors, collection agencies.
• Conduct regular day-to-day communication, reviewing the software, demonstrating a deeper understanding of business operations, and working with Epic, other software vendors, Operational Representatives/Subject Matter Experts, and end-users to tailor the systems to fit the organization’s needs while maintaining data integrity.
• Perform in-depth analysis of workflows, data collection, report details, and other technical issues, develop and document the internal procedures that will be used in conjunction with Epic and other applications.
• Remain current on Epic technologies and obtain and maintain Epic certifications as warranted.
• Provide on-site support during go-live and system upgrade scenarios.
• Experience and ability to work in a ticket system effectively and efficiently.
• Provide on-call support on a rotating basis
• Identifies opportunities to improve existing processes and gives meaningful feedback to help the customer or team to improve.
• Reviews and assesses the impact of changes and enhancements with each new Epic release and makes recommendations for best course of action.

REQUIREMENTS:

• Bachelor’s Degree.
• Certified in Epic Hospital Billing.
• Must have experience with charge router, workqueue configuration, collection agency workflows, statement processing, benefit engine, and estimates.
• Strong interpersonal relationship skills.
• Demonstrated ability in adherence to process standards around documentation and workflow design.
• Project management skills including, but not limited to the ability to lead meetings, prioritize, resolve conflicts, maintain issues list, and manage project plans.
• Driven to expand on current healthcare IT knowledge and expertise.
• Self-motivated, detail-oriented and pragmatic; a great team player who is analytical and solution-focused.
• Excellent oral and written communication skills; ability to forge and maintain strong professional relationships.
• Proficiency with Microsoft Office including, but not limited to Word, Project, Excel, Visio and PowerPoint.
• Successful candidates will be required to obtain/maintain Epic Certification(s) essential to their job responsibilities.
• Flexibility to work an expanded work schedule, including early mornings, nights and possibly weekends during major implementation and support efforts.

Desired Qualifications:

• Five (5) plus years working in a physician and revenue cycle environment.
• Prior experience implementing, teaching, and supporting users with new applications and/or Epic in an ambulatory or hospital environment is preferred.
• Cross-application integration experience is highly desired.
• Assessment and change management/transformation experience preferred.