Inovalon

Support Engineer

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools
• Contact and interface for customers regarding support, troubleshooting and problem resolution
• Resolve technical support issues for Inovalon supported products within identified timeframes with a focus on first call resolution
• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process
• Ability to deescalate customer’s and resolve customer technical escalations
• Create knowledge articles to assist department in resolving known customer issues
• Document all activities with customers in CRM per defined process and procedures
• Resolve open cases within specified guidelines
• Elevate issues following escalation procedure timely and as appropriate
• Other duties as assigned
• Maintain compliance with Inovalon’s policies, procedures and mission statement
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of Employer.

Customer Product Support Analyst I

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication;
• Ability to handle medium to high escalated technical issues without assistance;
• Contact and interface for customers regarding support, customer setup, troubleshooting and problem resolution;
• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;
• Resolve technical support issues for Inovalon supported products within identified timeframes;
• Document all activities with customers in CRM per defined process and procedures;
• Resolve open cases within specified guidelines;
• Participate in functional testing of product releases;
• Identifies and suggests necessary solutions or process changes to improve efficiency;
• Elevate issues following procedures timely and as appropriate, ensuring that all communications to customer and internally are completed;
• Must be able to organize and manage workload efficiently and prioritize projects;
• Provide assistance to team members as needed;
• Ability to deescalate enterprise customers and resolve customer technical escalations;
• Create knowledge articles to assist department in resolving known customer issues;
• Serve as mentor to new hires within technical support;
• Other duties as requested and/or determined;
• Maintain compliance with Inovalon’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Technical Product Support Analyst III

Product Manager

• Own the Acute Care Management prioritized backlog, drive sprint planning, backlog refinement, reviews, and retrospectives in partnership with engineering
• Develop features for acute care products and workflows, including regulatory compliance and operational processes
• Drive strong collaboration across internal stakeholders including product, engineering, corporate development, and marketing to ensure timely execution and delivery of our products to market
• Analyze the current system or application, conceptualize and define operational problems, model and present recommended enhancements and modifications, and walk enhancements or modifications through the development process

Product Owner – Acute Care Management

Sales

• Support the Business Development and Sales philosophy and strategy with a high level of professionalism, enthusiasm, and integrity in your assigned specific United States territory;
• Create demand and awareness of the Inovalon’s products through communications with prospects and foster existing relationships through face to face contact, web, and telephone;
• Support the sales process through the utilization of Sales Force software to document, trigger marketing information, and set follow up action activities;
• Manage individual accounts in partnership with the Business Development team;
• Work closely with assigned Sales team and other team members in your territory to qualify prospect accounts, ensure web demonstrations are completed in a timely and thorough manner, and all sales opportunities are properly gathered with Marketing, Sales, and Business Development departments;
• Partner with Marketing and Business Development team to share market and competitive information critical to building strategic and tactical plans to drive sales;
• Develop a full understanding of the available market for your assigned geographic territory in order to create a strategic sales plan for growing revenues;
• Identify net new business opportunities in conjunction with Business Development for the territory;
• Understand the products and position our sales solution to meet the needs of the prospective or existing clients, using the current platform as well as market dynamics;
• Collaborate with assigned Sales Representatives, Marketing, and Business Development leaders to synergize sales efforts, follow up activities and support each other with identified new business opportunities and clients;
• Travel to meet with new and existing clients;

Healthcare Software Sales

Recruitment

• Research, identify and develop relationships with prospective technology and engineering candidates for active and pipeline searches through targeted company research, passive outreach, industry networking and internal sources;
• Partner with business leaders, hiring manager and the HR team to include initial in-take, on-going updates and integrity of our applicant tracking system;
• Act as a technical talent advisor to technology leadership and educate hiring managers about the external technical talent demographic;
• Manage requisition activity and proactively share data-centric updates with internal stakeholders;
• Utilize a wide variety of talent generation sources, including but not limited to: Social Media Recruiting, Internet Job Boards and company proprietary databases;
• Identify and implement new methods for sourcing technical and engineering candidates and generating new leads;
• Manage the interview process utilizing our corporate applicant tracking system, from scheduling to day-of coordination, ensuring clear internal communication, as well as a smooth and positive candidate experience;
• Applies expertise toward recommending process improvement of the overall staffing strategy, focusing on quality, cost effectiveness and timeliness of fulfilling staffing needs; and
• Consistently perform above established quantitative and qualitative standards.

Senior Technical Talent Acquisition Partner

Solutions Engineer

• Lead the operational execution of the Solution Architecture function, ensuring high‑quality feasibility assessments and solution designs.
• Execute and oversee presale feasibility analyses, including:
• Running RWD cohort counts across internal and external data sources.
• Translating clinical and business criteria into computable logic.
• Validating feasibility outputs and communicating methodological considerations.
• Apply deep expertise in healthcare data (claims, EHR, registry, lab, specialty, linked datasets) and analytic methods to design scalable, high‑value customer solutions.
• Co‑sell alongside Sales by:
• Engaging directly with prospects to understand scientific, clinical, and business needs.
• Translating those needs into technically feasible solution constructs.
• Articulating Inovalon’s unique value propositions and data differentiation.
• Supporting value‑based storytelling through feasibility insights and technical demonstrations.
• Serve as the primary technical advisor during presale engagements, ensuring solution designs are feasible and aligned with platform capabilities.
• Collaborate with subject matter experts, data scientists, engineers, and product leaders to architect custom solutions.
• Develop technical proposals, feasibility summaries, solution design documents, and customer‑facing presentations.
• Provide post‑sale technical guidance to ensure continuity between presale design and delivery.
• Lead, mentor, and grow the Solution Architecture team; support hiring, training, and development.
• Contribute to process improvements, documentation standards, and best practices for feasibility and solution design.
• Represent Inovalon externally with data partners and collaborators as needed.
• Maintain compliance with Inovalon policies, confidentiality requirements, and HIPAA standards.

Customer Product Support Analyst I

Technical Product Support Analyst III

Product Owner – Acute Care Management

Healthcare Software Sales

Senior Technical Talent Acquisition Partner

Senior Director, Commercial Solutions Engineering – Pre-sales