Software Platform Specialist and Customer Experience Liaison

Job Title: Software Platform Specialist and Customer Experience Liaison

Salary: $90,000 – $110,000

Type: Full-time 

Location:  Remote

About DocGo:

DocGo is leading the proactive healthcare revolution with an innovative care delivery platform that includes mobile health services, population health, remote patient monitoring, and ambulance services. DocGo disrupts the traditional four-wall healthcare system by providing high quality, highly affordable care to patients where and when they need it. DocGo's proprietary, AI-powered technology, logistics network, and dedicated field staff of over 5,000 certified health professionals elevate the quality of patient care and drive efficiencies for municipalities, hospital networks, and health insurance providers. With Mobile Health, DocGo empowers the full promise and potential of telehealth by facilitating healthcare treatment, in tandem with a remote physician, in the comfort of a patient's home or workplace. Together with DocGo's integrated Ambulnz medical transport services, DocGo is bridging the gap between physical and virtual care.   

Position Overview:
We are seeking a dynamic individual to serve as a Software Platform Specialist and Customer Experience Liaison. This hybrid role will focus on cultivating strong relationships with our clinic partners while also leveraging deep technical knowledge to manage and optimize the platforms we rely on. The ideal candidate will be someone who excels in building networks and social media promotion, has strong interpersonal skills, and possesses a technical background that enables them to bridge the gap between our team and the various platform providers.

This position is integral to improving our partnerships with key platform providers, particularly in the context of the ongoing relationship with CIED software platforms and CRMS. The successful candidate will be an in-house subject matter expert (SME) on these platforms, ensuring seamless integration and utilization while also being the primary point of contact for the various platform vendors to improve communication and collaboration. Presence at industry-level health conferences will be required for networking.

Key Responsibilities:

• Clinic Liaison:

  • Develop and maintain strong relationships when adapting to new software systems and software integrations. Lead all EMR integrations from a Cardiac RMS perspective as the customer advocate.

  • Act as a trusted advisor for clinics, assisting with technical issues, onboarding, training, and overall platform utilization.

  • Work closely with clinic leadership to understand their needs and ensure the platform is being used to its full potential to improve patient care and operational efficiency.

  • Manage change within partner clinics during platform updates or transitions, ensuring smooth adoption of new features or processes.

  • Develop and deliver comprehensive training programs to ensure clinic staff are proficient in platform usage.

  • Gather and analyze customer feedback to drive continuous improvement of our platforms and services.

  • Serve as the primary liaison between clinics, our internal staff, and our software partners to facilitate effective communication and collaboration.

• Platform Expertise:

  • Become the in-house Subject Matter Expert (SME) on our platforms, ensuring the team is well-informed and efficient in platform usage.

  • Stay up-to-date with the latest platform features, updates, and best practices, and share this knowledge with internal teams and clinics.

  • Identify opportunities to improve platform performance and integration within our ecosystem.

  • Utilize data analytics to track platform performance metrics and generate insights for continuous improvement.

  • Ensure platform compliance with healthcare regulations, including HIPAA, and maintain data security protocols.

  • Lead the resolution of critical platform issues, minimizing disruption to clinic operations.

  • Support the onboarding process and ongoing training initiatives to maximize platform adoption and utilization.

• Relationship Management:

  • Foster positive working relationships with platform vendors, particularly Murj, Implicity, and Heart+, to improve collaboration and address any existing challenges.

  • Attend national and local conferences to network and identify industry thought leaders. Collaborate with these leaders to create content such as podcasts and videos, positioning Cardiac RMS as a thought leader in remote monitoring services.

  • Participate in social media promotion and subject matter content. Write blogs and create content for the company's website and develop materials for distribution through email lists, internal communications, and external promotional channels.

  • Act as the primary liaison between the company and platform representatives, ensuring timely resolution of issues and smooth communication channels.

  • Work proactively with platform companies to negotiate better terms, resolve issues, and facilitate product improvements or customizations when necessary.

  • Engage in industry-level discussions to stay informed on trends and innovations while identifying opportunities for collaboration.

  • Build strategic partnerships with healthcare organizations and technology providers to enhance service offerings and drive innovation.

• Cross-Functional Collaboration:

  • Work closely with internal teams (technical, customer support, etc.) to ensure seamless coordination and communication between clinics and platform vendors.

  • Collaborate with product and development teams to provide insights and feedback from the clinic and platform user perspective, driving improvements in both the platform and our service offerings.

Required Skills and Experience:

• Proven experience in a clinic liaison or customer success role, with a strong background in managing relationships in a healthcare or tech-driven environment.

• Strong technical background with a solid understanding of the platforms and technologies used in our operations.

• Exceptional communication and interpersonal skills, with the ability to effectively interact with both technical and non-technical stakeholders.

• Experience in managing or improving relationships with external platform providers

• Problem-solving mindset with the ability to address complex issues and drive solutions across multiple teams.

• Strong organizational skills, attention to detail, and the ability to manage multiple tasks and priorities simultaneously.

Preferred Qualifications:

• Technical certifications and experience related to platform management, healthcare IT, or similar fields.

• Healthcare background

• Software Engineer experience

• Experience in troubleshooting or providing technical support for healthcare platforms or systems.

• Prior experience working with Murj, CRMS, or similar healthcare-related software platforms is a plus.

EEO/AAP Statement:  DocGo is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences.  DocGo is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the applicant a general sense of the responsibilities and expectations of this position.  As the nature of business demands change so, too, may the essential functions of the position.