Bill Martinson Email & Phone Number

Minneapolis, Minnesota, United States

Job Summary:The Senior Product Implementation Engineer ensures the successful implementation and onboarding of Surescripts solutions. They will serve as a technical liaison between the customer and our internal teams, helping to resolve technical issues, provide guidance, and ensure a positive customer experience. As a senior member of the team, the Senior Product Implementation Engineer is expected to independently handle complex implementations, provide mentorship to new staff, and actively contribute to process improvements for efficient onboarding.Responsibilities:• Provide technical support to customers by diagnosing and resolving technical issues, guiding customers through troubleshooting processes, and empowering customers to leverage self service solutions.• Act as a subject matter expert (SME) on specific product areas, guiding both customers and internal teams through technical integration and implementation processes. Collaborate with cross-functional teams, including engineering and product management, to address customer needs, resolve technical challenges, and enhance the customer experience.• Oversee the customer onboarding process, ensuring a seamless, tech-enabled deployment experience that supports faster time-to-value Gather and analyze customer onboarding feedback, using insights to drive continuous product improvement. • Create and maintain team technical documentation, self-service guides, and knowledgebase to support efficient customer onboarding and use of solutions.• If necessary, escalate complex technical issues to the appropriate internal teams and ensure they are resolved promptly.• Collaborate with customers to support their success plans, identify goals, and track progressthrough both self-service and guided pathways.Represent Implementation in enterprise initiatives focused on key projects aimed at improving the customer onboarding experience.

Minneapolis, Minnesota, United States

• Develop a deep understanding of the company's products or services, staying up to date with new features and updates, and effectively communicate this knowledge to customers.• Assist in the onboarding process by helping customers set up and configure the product to meet their specific needs and requirements.• Gather and analyze customer onboarding feedback to identify areas for improvement and provide valuable input to product development and agile teams.• Create and maintain customer success technical documentation, guides, and FAQs to assist customers in using the solutions effectively.• If necessary, escalate complex technical issues to the appropriate internal teams and ensure they are resolved promptly.• Collaborate with customers to support success plans, identify goals, and track progress toward achieving those goals.• Provide technical support to customers by diagnosing and resolving technical issues, answering product-related questions, and guiding customers through troubleshooting processes.

United States

To provide quality support, project management, technical assistance and production configuration for a minimum of two Surescripts product families to network customers. This includes an understanding of the Surescripts integration processes as well as direct support for Surescripts customers for assigned products. Individuals in this role may also be asked to participate in project teams for other Surescripts technical and development projects as defined.Responsibilities:• Analyze, setup and configure customer connectivity for a minimum of two Surescripts product families• Assist in troubleshooting customer connectivity for a number of product families• Develop, maintain, and track Integration project plans and schedules as required• Facilitate education, best practices, design-development review, testing and certification meetings for customer projects as assigned; or act as an advisor to other Integration Project Managers• Monitor customer go-live network activities, effectively managing issues to efficient resolution• Contribute to defining integration and certification processes and activities around new product pilots and other new product releases in a limited leadership role• Apply expertise and knowledge of Surescripts product families as input to continuous improvement and development of certification test cases• Provide subject matter expertise for other internal departments related to Surescripts transactions, integration requirements and customer application workflows• Demonstrate instructional accountability through onboarding and mentoring of team members:• Assist in reviewing/auditing the work of other team members as assigned• Work collaboratively with Sales, Product, Account Management, Marketing, and Integration to ensure seamless customer onboarding and deployment.Responsible for key customer success metrics, including adoption and utilization targets, for assigned products/markets.

Minneapolis, Mn

To provide quality, in-depth project management, technical assistance and production deployment for Surescripts products to network participants. This includes a deep understanding of the Surescripts implementation, certification and production deployment processes and products as well as direct support for Surescripts participants. Manage technical integration projects for a minimum of two Surescripts product families• Analyze, setup and configure customer connectivity for a minimum of two Surescripts product families• Develop and maintain a high level of technical expertise for a minimum of two Surescripts product families• Assist in troubleshooting customer connectivity for a small number of product families• Develop, maintain, and track Integration project plans and schedules as required• Facilitate education, best practices, design-development review, testing and certification meetings for customer projects as assigned; or act as an advisor to other Integration Project Managers• Monitor customer go-live network activities, effectively managing issues to efficient resolution• Develop highly effective working relationships with customers and internal Surescripts teams and departments• Apply expertise and knowledge of Surescripts product families as input to continuous improvement and development of certification test cases• Provide subject matter expertise for other internal departments related to Surescripts transactions, integration and certification requirements, and customer application workflows• Demonstrate mentoring of team members:o Assist in reviewing/auditing the work of other team members as assigned• Experience working the following standards: NCPDP, ANSI X12, HL7, XDR or XML• Understanding of basic network connectivity (HTTPS, SFTP, MATLS)•Familiarity working with Six Sigma or other Lean/process improvement methodologies.• Experience with Software Development Lifecycle (SDLC) methodologies or quality assurance testing methodologies.

920 2Nd Ave S. Suite 400 Minneapolis, Mn

- Provide quality, in-depth support of Surescripts’ participants through active management of production information systems and activations dealing with prescription benefits, history and routing as well as with member, formulary, ePrescribing reporting, and drug database file loading. - Apply proven communication, analytical and problem-solving skills to help; mentor junior members of the Operations department, identify, communicate and resolve systems issues in order to maximize the benefit of IT systems investments and encourage the adoption of e-prescribing by aggressively pursuing highly successful activations of new participants and cut overs of existing participants.- Manage the processing of certification notification to the Production Implementation Team via Salesforce CRM cases and/or e-mail to ensure courteous, timely, and effective changes/activations of all types of Surescripts Network Participants for all certification types.- Operate Production & refer to Certification/Staging information systems in support of core e-prescribing functions. Examples include managing & configuring participant activations, correcting go-live server or application errors, revising system & solution documentation, software deployment & configuration, monitoring resource utilization for CPU, memory, storage, fax and network bandwidth.- Subject Matter Expertise (SME) in the activation of Surescripts participant set up and change processes, the Surescripts infrastructure, transaction types, transaction processing solutions, file processing solutions, code deployment processes/ technologies, current implementation guides and cross team integration with Certification and Implementation Teams.- Mentor and train new employees and junior staff members in technical areas for which they are a SME.- Provide SME guidance to team members on difficult activations or participant configuration issues/cases, etc.

920 2Nd Ave. S. | Suite 400 | Minneapolis, Mn 55402

- Provide quality, in-depth support of Surescripts' participants through active management of production connectivity and activation information for systems utilizing prescription benefits, history, script routing, and clinical messaging.- Manage participant production implementations of multiple Surescripts products and services.- Coordinate and review production go-live status for participants within a cross department workflow.- Identify, escalate, and resolve participant issues during production implementation & go live events.- Serve as primary contact for participant development and operations staff after implementation/certification through production go-live.- Analyze and revise existing production implementation system documentation and processes as necessary to improve results.- Attain a high level of expertise regarding participant production interfaces to and from Surescripts.- Develop highly effective working relationships with participants and internal stakeholders.- Prepare for and document changes to production implementation tools, processes, and technologies as new products are created or existing products are enhanced.- Use the Surescripts Salesforce CRM/issue tracking tool for both case management as well as participant production implementation management.- Strong technical and processs/procedure focus with a proven track record of delivery excellence.- Demonstrated aptitude for problem solving & analytical thinking from production support both internal and external stakeholders.- Ability to present ideas in user-friendly language to non-technical staff and end users.- Exceptional written, oral, and documentation skills with keen attention to detail.

Golden Valley, Mn 55427

Experience in numerous successful connectivity implemenations across 2000+ accounts.Support numerous connectivity solutions for LTC and Home Care sales force.Interface with a variety of users for program and system design specifications and the resolution of technical and business issues. Adhere to established implementation and resolution procedures; ensure all guidelines comply with customer and vendor expectations in a timely manner. Coordinate testing, development and implementation requirements of EDI and web based application transactions with customers, vendors, internal IT, and partners. Monitor daily activities such as: transmission verification and reconciliation, troubleshooting related system or application errors, and ensuring transmissions are successful as required by business schedules Strong ability to explain technical concepts to non technical audience Strong ability to multitask- technical issues, projects, and customer facing issues. Strong ability to influence others and prioritize issues to get them resolved which causes resources to be shifted to maintain deadlines. Provide clear direction and information so others (internal/external) can follow and understand. Strong analytical, problem-solving, and troubleshooting skills with the ability to exercise judgment when internal and/or external issues arise. Be a liaison between customers and programming department when enhancement requests are made and vice versa for McKesson sales force and programming department. Plans, conducts, and directs the analysis of business problems to solve any issue with automated systems. Partner with customer or software vendor to identify, develop, and evaluate procedures that meet user requirements. Create specifications and/or design details for automated systems to meet business requirements for McKesson, customer, and software vendor.

- Providing phone and email-based technical support for software (operating systems) and hardware (printers, desktops, PDA’s). -Communicating complex technical information to non-technical personnel. - Connecting to customer’s PCs using Windows Remote Desktop or PC Anywhere when needed to resolve technical issues. -- Working logically under pressure in a changing environment while dealing successfully with stressful situations. -Gathering information, analytical thinking, troubleshooting to offer quality solutions. -Supporting web-based applications and mobile handheld devices. -Providing excellent oral and written communication, conflict resolution, teamwork, and competent, patient customer service.

- Ensure customer satisfaction through placing orders and returning product when necessary. -Strong knowledge of medical supplies and the medical industry required. -Ability to multitask when faced with multiple issues, and being able to problem-solve to meet deadlines in a fast paced environment.

- Monitored and ordered inventory.- Evaluated profit/loss statements.- Provided a safe working environment. - Hired and scheduled employees. - Multi-tasked in customer-oriented environment.- Completed tasks in a timely manner and resolved all customer issues in a professional and timely manner.

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