Interwell Health Benefits Overview

Provides phone, email, and chat support for application software, IT, connectivity, and EHR or practice-management issues. Documents, prioritizes, troubleshoots, escalates, and tracks support tickets while meeting SLA/SLO targets. Acts as a liaison between users, clinics, IT, and Epic teams; trains users, creates reports, tests applications, maintains knowledge resources, and guides junior staff. The role is fully remote with a one-week on-call rotation and limited annual travel.

Lead architecture and hands-on engineering to design, scale, and govern a cloud-native lakehouse using Databricks and Microsoft Fabric. Build batch/streaming pipelines, ensure HIPAA-compliant PHI handling, produce analytics-ready datasets, mentor engineers, and drive platform strategy, governance, and reliability.

Leads a frontline customer support team serving users of Interwell Acumen and related healthcare programs. Responsibilities include coaching Support Analysts, managing schedules and ticket queues, monitoring SLAs and performance metrics, coordinating escalations, maintaining documentation and SOPs, improving workflows, overseeing quality reviews, and handling complex customer issues. The manager partners with Epic Applications, Product, Development, Training, Customer Success Operations, and Account Management to improve support delivery, team readiness, and customer experience.