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At MCG, we lead the healthcare community to deliver patient-focused care. We have a mission-driven team of talented physicians and technical experts developing our evidence-based content and innovating our products to accelerate improvements in healthcare. If you are driven to enhance the US healthcare system, MCG is eager to have you join our team. We cultivate a work environment that nurtures personal and professional growth, and this is a thrilling time to become a part of our organization. With dynamic roles that offer meaningful impact, you'll be able to fully realize your potential. Plus, you'll enjoy world-class benefits and the security, stability, and resources of our parent company, Hearst, with over 100 years of experience.

The Implementation Analyst I serves as the primary MCG product expert and point of contact for technical and product issues during client implementations. They coordinate resources to support technical implementation, resolve issues satisfactorily for customers and the MCG Project Team, and collaborate with project managers. Additionally, they document customer workflow experiences, identify recurring issues, and share results with Product Owners to drive short-and long-term resolutions. The Implementation Analyst also communicates customer use cases and issues to subject matter experts across the Technical Support Services Group.

You will:

• Acts as the primary technical point of contact and oversees technical aspects of client implementations, serving as the liaison between clients and the implementation project team to coordinate all technical activities.
• Supports the MCG Suite of solutions including but not limited to Indicia, CareWebQI, Cite for Guideline Transparency, Indicia for Effective Focus, Indicia for Admission Documentation, and Guideline Analytics.
• Update and document MCG technical processes, configurations, customizations, technical specifications, and implementation documentation to support the deployment and use of technical solutions.
• Maintain clear and consistent communication with clients, internal teams, and stakeholders throughout the implementation process to address technical concerns, provide updates, and manage expectations.
• Investigate and resolve technical issues and system errors that arise during implementation and post-deployment.
• Collect and document relevant information for each customer's technical issue in Salesforce by established guidelines. * Gather client feedback to identify improvement areas in the product or the implementation process and communicate this feedback to relevant teams.
• Work as the Technical Engagement lead for assigned implementations, ensuring seamless coordination of all technical tasks with the assigned Account Manager.
• Coordinate and facilitate certification calls between MCG's Product and SAP teams and vendor partners to ensure integration meets MCG's best-practice workflow and functionality standards.
• Support clients that utilize APIs, HL7, Smart on FHIR interoperability, SAML, and other solutions to integrate with our applications understanding underlying platform technology and interfaces.
• Develop a deep understanding of MCG API documentation, including the types of API calls supported, associated errors, and troubleshooting methodologies.
• Utilize various tools such as Taskray, Salesforce, Jira, Confluence, and Teams for documentation needs.
• Utilize tools such as HL7 Iguana, and Datadog for basic monitoring and Analytics, and other internal tools for technical troubleshooting.
• Assist the client with testing and validation of the configured MCG solutions to ensure they met requirements and adhere to MCG quality standards.
• Work closely with cross functional teams both internally and externally including developers, project managers, business analyst and IT support to ensure successful implementation and integration of technical solutions
• Communicate technical plans and status across all relevant internal and external teams
• Identify opportunities for process improvement and optimization to enhance the efficiency and effectiveness of technical implementations
• Collaborate with the client to establish connectivity with the MCG suite of Application, whether it involves integration with a partner, stand alone setup or implementation of single sign-on functionality.
• Support a culture that reflects all virtues of the Ideal Team Player
• Support the MCG culture which values inclusion, collaboration and support, empowerment, ownership, excellence and passion.

What we're looking for:

• An Associate's degree in Computer Science, Information Technology, Business Administration, or a closely related field, or equivalent experience.
• At least 3 years of experience in software implementation, technical support, or configuration.
• Experience using Taskray, Salesforce, Datadog, Iguana, or similar tools.
• Strong proficiency in client-facing communication, including exceptional skills in articulating complex ideas and adeptly managing client issues.
• Excellent communication and problem-solving skills, with the ability to articulate complex technical ideas clearly and manage client issues effectively.
• Ablity to muti-task, meet deadlines and adapt constructively to change.
• Ability to travel up to 15% of the time to client sites and MCG-sponsored events.

Other Qualifications:

• Prior experience in healthcare IT, with a strong understanding of healthcare data standards (such as HL7 and FHIR) and regulations (HIPAA compliance), is preferred.
• A solid grasp of clinical workflows in hospital settings or case management processes in health plans, with the ability to translate these operational needs into technical solutions, is preferred.
• Ability to clearly explain complex technical concepts to non-technical stakeholders, including clients, internal teams, and during cross-functional projects.
• Strong analytical skills with a proven ability to troubleshoot complex software issues, analyze root causes, and implement effective solutions.
• Proven success in a collaborative team environment, working closely with developers, project managers, and client representatives to achieve project objectives.
• Strong technical documentation and ability to create effective reports and presentations.

Base Pay Range: $69,000 - $103,000

Other compensation: Bonus Eligible

Perks & Benefits:

Remote work / Hybrid work(Position Dependent)

Medical, dental, vision, life, and disability insurance

401K retirement plan; flexible spending and health savings account

15 days of paid time off + additional front-loaded personal days

14 company-recognized holidays+ paid volunteer days

8 weeks of paid parental leave + 10 weeks of paid bonding leave

LGBTQ+ Health Services

Pet insurance

Check out more of our benefits here:

All roles at MCG are expected to engage in occasional travel to participate in team or company-sponsored events for the purposes of connection and collaboration.

MCG is a leading healthcare organization dedicated to patient-focused care. We value our employees' unique differences and are an Equal Employment Opportunity (EEO) employer. Our diverse workforce helps us achieve our goal of providing the right care to everyone. We welcome all qualified applicants without regard to race, religion, nationality, gender, sexual orientation, gender identity, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, or political affiliation. We are committed to improving equity in healthcare and believe that a diverse workplace fosters curiosity, innovation, and business success. We are happy to provide accommodations for individuals. Please let us know if you require any support.