Implementation Analyst

MCG Health - Seattle, WA

Implementation Analyst

at MCG Health

Seattle, WA

We are a company of passionate individuals striving to improve healthcare and patient experiences. Our evidence-based medical content and software tools empower both payers and providers to make the best decisions for patients. Our work makes a difference in the quality of care that hundreds of thousands of patients receive each day and we’re proud of our positive impact.

We have an opening for an Analyst on our Implementation team to help our customers with all technical aspects of getting their MCG solutions up and running. Our Analysts help our clients set up integrations and users, prep for onsite training, and making sure that technical integrations are up to spec. In this role you’ll be responsible for coordinating all necessary MCG resources to resolve issues with a high level of customer satisfaction, with occasional travel to customer sites in order to directly manage escalated issues. If you have strong technical aptitude in healthcare IT support and a passion for customer service, this could be a great fit for you!

In this role you will:

  • Act as the point of contact and owner for product and technical issues for client implementations
  • Manage resolution of all product and technical implementation issues by coordinating both internal and external resources
  • Work as part of the Implementation team coordinating all work with the assigned Project Manager
  • Communicate plans and status across all relevant internal and external teams
  • Be an expert user of all MCG products, understanding underlying platform technology, interfaces, and product functionality
  • Collect and document accurate data on each case and product issue in Salesforce in accordance with established standards
  • Provide feedback and suggestions on improvement for MCG Products
  • Construct / destruct various test environments to isolate problems with various versions of our MCG products

We’d love to hear from you if:

  • You have a Bachelor’s degree or equivalent work experience and 3+ years progressive client-facing support or operations experience
  • You’re a strong communicator in person, in writing, and on the phone with both internal and external clients
  • You have strong analytical / troubleshooting skills and have proven your ability to properly handle customer issue escalations
  • You’re a self-starter, capable of and motivated to perform tasks without continuous supervision
  • You enjoy working on a team and take a collaborative approach to internal customer and peer relationships
  • You have strong technical documentation skills and can create effective reports and presentations for peers, management, and clients
  • You are able to multi-task and meet deadlines despite multiple and conflicting priorities and constructively adapt to change
  • You take a professional approach to assignments: responsible, effective, efficient, and ethical
  • Bonus points if you know your way around health plans and/or hospital operations and understand healthcare IT processes


We embrace diversity and equal opportunity, and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. It is only with diverse thoughts and ideas that we'll be able to create the change we want in healthcare. The more inclusive we are, the better our work will be for it.

Posted On: Monday, October 14, 2019

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