Who We Are

We are Imagine Pediatrics, a devoted and compassionate, multi-disciplinary pediatrician-led medical group that is creating a world where every child with complex medical conditions gets the care and support they deserve. Energized by our mission to reimagine pediatric health care, we are pioneering virtual-first care services that include care coordination and around-the-clock access to complex-care clinicians from home. We don’t replace a child's existing care team. Instead, we collaborate to deliver continuous support to kids, so they can spend less time in the hospital and more time thriving at home and in their communities.  

Every day we boldly challenge old approaches and seek out new and better ways to improve the health and lives of children with medical complexity. In partnership with caregivers, providers, and health plans, we break down the barriers that stand between families and quality care for their children. We know we can’t solve every challenge in the lives of these kids, but we can work tirelessly to give them, their families, and other caregivers the help and relief they need, right when they need it.  We know a better approach to pediatric health care is within reach, and we are committed to seizing it today. 

 
What We Live By 
 
We’re guided by our five core values:

  • Children first. We put the best interests of children above all. We are uncompromising in our commitment to improving the lives of children and families by bringing the best care to them. 
  • Earn trust. We cherish the trusting relationships we build with the children and families we serve, our partners, and each other. We seek first to understand and speak honestly. 
  • Innovate today. We refuse to accept the way things have always been done. Children and families are waiting for our help and their bravery demands that we relentlessly challenge assumptions to develop new approaches.
  • Embrace humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to learn and grow stronger.
  • One team, diverse perspectives. We work alongside families as one team towards a shared purpose. We champion diversity and acknowledge the contributions of others.

What You’ll Do 

As Technical Product Specialist with Imagine Pediatrics, you will join a growing team to work with internal stakeholders on all requests, questions and issues arising from the use of clinical and member-facing products. Key responsibilities and competencies include: 

  • Assist customers with understanding product & EHR functionality.
  • Triage bug reports and feature requests, and collaborate with Product, Engineering and Clinical Informatics on issue resolution and escalation.
  • Create appropriate categorizations, workflows, and analytical reports; continuously improve data quality and process efficiency
  • Diagnose issues by reviewing product and EHR setups and configuration, system settings, data, etc.
  • Escalate suspected software defects to our Technical Team with well-documented notes on troubleshooting performed.
  • Participate in continuous learning, product rollout sessions, and other internal training opportunities.
  • Review and contribute to the product knowledge base, including creating training and documentation
  • Provide thorough and complete case notes and documentation of customer issues.

What You Bring & How You Qualify

First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. You want an active role in building a diverse and values-driven culture. Things change quickly in a startup environment; you accept that and are willing to pivot quickly on priorities. In this role, you will need:

•    5 years of relevant technical product support and experience are required.
•    Proven experience providing exceptional customer service in a fast-paced environment where the customer always comes first.
•    Exceptional verbal and written communication skills, as well as interpersonal skills.
•    Experience in the Athena EHR platform
•    Skilled in triaging customer requests.
•    HIPAA knowledge is preferred.
•    SQL knowledge is a plus
•    Experience working in a remote office setup is preferred


What We Offer (Benefits + Perks)

 When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.
 
We provide these additional benefits and perks:

  • Competitive medical, dental, and vision insurance 
  • Healthcare and Dependent Care FSA; Company-funded HSA
  • 401(k) with 4% match, vested 100% from day one
  • Employer-paid short and long-term disability 
  • Life insurance at 1x annual salary
  • 20 days PTO + 10 Company Holidays & 2 Floating Holidays 
  • Paid new parent leave
  • Additional benefits to be detailed in offer 

We Value Diversity, Equity, Inclusion and Belonging 

We believe that creating a world where every child with complex medical conditions gets the care and support they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.

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