Location: 

Remote

Are you EPIC?  

Do you have the ability to demonstrate, understand and apply HFD’s core purpose and values in all that you do? At HFD, our mission is to make healthcare more affordable by giving everyone a better way to pay. In order to accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values:   

• Excellence: Always exceeding expectations! 
• Passionate: Executing with boldness! 
• Innovative: Pioneering a better way! 
• Collaborative: Together we win! 

The EPIC Integration Support Analyst we are looking for: 

Are you energized by solving complex technical challenges and ensuring seamless API integrations for enterprise clients? 

As an Integration Support Analyst, you'll be the cornerstone of our enterprise support infrastructure, ensuring our most valuable clients experience uninterrupted service while maintaining our rigorous SLA standards. We're seeking a technical problem-solver who can navigate complex systems, communicate effectively with engineers, and transform integration challenges into opportunities for improvement.  

This role involves both manually configuring accounts and advanced troubleshooting via-apis – thus we seek a detail-oriented person who solves problems with excellence!  

As an Integration Support Analyst, you will:   

• Manually configure and build enterprise accounts with attention to detail, ensuring seamless onboarding experiences 
• Test new configurations and pricing by generating test IDs, validating results, and communicating findings to enterprise partners 
• Serve as the first line of support with internal teams and external partners, translating issues into clear, actionable steps 
• Partner with engineering teams to diagnose, document, and escalate issues when needed 
• Provide white-glove support to enterprise clients within 24-48 hour SLA timeframes 
• Learn and improve troubleshooting processes (automation experience is a plus but not required) 
• Support special projects by building SQL queries, analyzing data, and creating dashboards/reports in Tableau or SSRS to drive insights and process improvements. 

Who You Are:  

• A technical detective who thrives on unraveling complex integration challenges  
• A clear communicator who can explain technical concepts to diverse audiences  
• A person who goes to the lowest level of the work to understand the implication of settings that show up an api result  
• A technical person who prioritizes customer experience first and will be a brand ambassador for our enterprise partners  
• An API expert who understands the intricacies of RESTful services and JSON structures  
• Major plus for experience with monitoring tools, enterprise-level support queues, and SLA management  

Why This Role Matters:  

• You'll be the guardian of our enterprise clients' integration success  
• Your work will directly impact client satisfaction and retention  
• You'll drive improvements that enhance our entire integration ecosystem 

•  Bachelor's degree in Business, Analytics, or any related field (equivalent experience considered) 
• 3-5+ years in support, QA, or analyst roles, ideally with enterprise clients 
• Basic understanding of APIs and data formats (Postman experience is great, we'll teach the rest) 
• Strong analytical and problem-solving skills with excellent attention to detail 
• Experience working within SLA environments and managing client relationships 
• SQL (basic to intermediate) is required for querying and analyzing data. Python or other scripting experience is a plus but not required — we value problem-solving ability over specific tools. 

Benefits:

• Medical, Dental, Vision Insurance
• 401k with 4% company match. 
• Time off: 10 days per year of PTO, 6 days of paid sick time, plus 6 paid holidays and 1 floating holiday.  
• EPIC company culture