Smarter Technologies

Bilingual

• Answer a high volume of calls a day using a multi-line phone. (80+ calls/day)
• Schedule appointments for multiple clinical sites according to client-specific protocols.
• Gather & input patient demographic and insurance information into the practice management system.
• Report complex clinical issues to the appropriate supervisor/client partner.
• Document call activity, outcomes, and other notes as needed in the client system.
• Work collaboratively with colleagues to meet the goals and objectives of the department.
• Assist callers and navigate them to the appropriate resources.
• Must meet all attendance and performance standards.

Bilingual Patient Access Specialist

Data Engineer

• Architect the initial dbt project structure and establish modeling patterns for our EHR integration layer.
• Design and build foundational data models that normalize and standardize data from diverse EHR systems (Epic, Cerner, NextGen, etc.).
• Establish data quality frameworks, testing strategies, and observability patterns for the EHR integration layer.
• Create reusable transformation patterns and documentation that enable rapid integration of new EHR data sources.
• Collaborate with product and engineering teams to define data contracts and specifications for the EHR layer.
• Build resilient data pipelines that handle the complexities of healthcare data (HL7, FHIR, proprietary formats).

Staff Data Engineer, EHR Layer

Developer Relations

• Design and implement internal tools, workflows, and infrastructure that improve the developer experience across the company.
• Improve our monorepo tooling, CI/CD pipelines, build systems, and documentation.
• Help evolve our development environment for AI-assisted coding and agentic workflows.
• Act as a developer advocate within the engineering organization. Run internal training, write documentation, and help teams adopt new tools and workflows.
• Work across infrastructure and platform layers, including CI/CD pipelines, build tooling, Kubernetes environments, and infrastructure automation.
• Define and extend your own scope. We move quickly and value engineers who proactively identify problems and build solutions that raise the engineering bar.

Staff Software Engineer, Developer Experience

Director

• Own the full renewal lifecycle for assigned accounts.
• Design renewal and retention processes and strategy.
• Develop proactive retention strategies.
• Lead renewal negotiations and secure multi-year agreements where appropriate.
• Maintain accurate renewal forecasting and pipeline visibility.
• Serve as primary strategic partner for renewal-stage clients.
• Conduct business reviews and value discussions with senior healthcare leaders.
• Align Union’s offerings with evolving client priorities.
• Clearly articulate and quantify membership impact and ROI.
• Prepare executive-ready renewal materials and engagement summaries.
• Identify and pursue upsell, cross-sell, and expansion opportunities.
• Partner with research and leadership to reflect client needs in content and product evolution.
• Contribute to retention strategy, pricing discussions, and growth planning.
• Track and report on retention metrics and revenue performance.

Associate Director – Renewals

Operations

• Define and own the end-to-end CX delivery operating model across all phases: Account Mobilization/Kick-off, Design, Build, Test, Go-live/Hypercare, and Support, working closely with CX Leads and team members.
• Establish and maintain CX standards, delivery methodologies, readiness criteria, and quality phase gates.
• Govern adherence to the operating model while enabling flexibility for client-specific complexity.
• Act as the owner of “how delivery works” across Product & Solutions delivery motions.
• Design, manage, and optimize core CX operational workflows including onboarding, delivery execution, handoffs, escalations, and steady-state operations.
• Ensure operational consistency across delivery pods, teams, and client segments.
• Partner with Delivery Executives and Technical leadership to proactively identify delivery friction, systemic risks, and root causes impacting time-to-value.
• Drive continuous improvement across CX workflows using structured problem-solving and data-backed analysis.
• Own Automation & Operational technology deployments to identify and deploy automation opportunities that improve efficiency, quality, and scalability.
• Champion an automation-first, systems-oriented mindset that reduces cost-to-deliver while increasing delivery confidence.
• Define CX operational KPIs and success metrics aligned to business outcomes, client value, and delivery predictability.
• Own delivery health reporting, dashboards, and executive-level insights.
• Ensure CX Ops moves the organization from anecdotal delivery feedback to consistent, data-driven decision-making.
• Surface early warning signals, trends, and systemic issues with clear recommendations for action.
• Own the CX risk management and escalation framework, including triggers, severity definitions, and mitigation playbooks.
• Serve as a senior escalation point for complex, cross-functional delivery challenges.
• Lead root cause analysis and ensure learnings result in durable fixes to the operating model, not one-off solutions.
• Act as the connective tissue between CX, Product, Engineering, Support, Finance, and Corporate Operations.
• Ensure clean ownership, expectations, and handoffs across teams throughout the client lifecycle.
• Align CX Ops priorities with enterprise initiatives, platform evolution, and organizational change.
• Build, lead, and develop the CX Operations team, including enablement, insights, governance, and operational excellence roles.
• Establish a strong CX Ops operating rhythm that reinforces accountability, learning, and continuous improvement.
• Serve as a trusted partner to executive leadership on delivery health, scale readiness, and operational risk.

Director of CX Operations

Strategy

• Analyze healthcare industry trends, competitive dynamics, and market forces.
• Generate strategic insights to support healthcare executives in decision-making.
• Synthesize research findings into clear, actionable, data-driven recommendations.
• Help clients navigate complex challenges in the healthcare sector.
• Produce high-quality reports, presentations, and data visualizations.
• Effectively communicate research insights to internal and external stakeholders.
• Present research findings and strategic recommendations to clients virtually or onsite.
• Ensure insights lead to meaningful and actionable outcomes for clients.
• Collaborate with healthcare executives, industry leaders, and internal teams to refine research focus areas.
• Validate insights through engagement with subject matter experts (SMEs).
• Support efforts to sell, renew, and expand client relationships as needed.

Healthcare Research and Strategy Consultant

Product Designer

• Develop & Maintain Our Design System — Build and evolve a component library of reusable, accessible components with documentation that empowers designers and developers alike.
• Champion Accessibility & Performance — Ensure every interface meets WCAG standards. Be the team's advocate for inclusive, high-performance design across all surfaces.
• Connect Design Across the Org — Partner with product, customer success, and engineering to understand real-world needs and shape the right solutions. You're the critical connector between these groups.
• Leverage Modern Tooling — Use AI-assisted tools to research, ideate, design, and prototype faster. Help define best practices for these tools across the team.
• Ship Great Work — Lead explorations from rough concepts to high-fidelity prototypes, partner closely with engineers for pixel-perfect execution, and share work regularly with stakeholders to move fast without losing quality.
• Advocate for Users — Identify pain points, gather feedback, and continuously evolve the product experience. Bring a strategic mindset to tradeoffs, prioritization, and iteration.

Senior Product Designer

Client Partner

• Conduct inbound and outbound patient collections using approved scripts, call flows, and established policies.
• Demonstrate knowledge to address patient questions on balances, payment plans, and insurance coverage.
• Process patient payments within the client system and post transactions accurately to patient ledgers.
• Reprocess declined payments.
• Process insurance balance transfers and manual write-offs as required.
• Perform ledger modifications for pre-due date payments resulting in account credits.
• Manage and rework patient accounts, including adjustments to payment plans, updating insurance information, and processing demographic changes.
• Triage patient inquiries and route to appropriate departments.
• Handle requests for itemized statements.
• Support financial assistance applications and provide relevant guidance.
• Manage patient disputes through established resolution processes.

Artificial Intelligence

• Build financial and operational models to evaluate the impact of AI and automation initiatives, including labor efficiency, throughput, quality, and margin implications
• Own and help define the measurement framework used to assess the real-world performance of AI capabilities deployed within Access Healthcare, serving as a controlled testing environment
• Partner closely with Product and Engineering teams to ensure the right data is being captured and interpreted to support decision-making (without building production systems or models)
• Translate executive and board-level questions into clear analytical requirements and measurable outcomes
• Synthesize complex data, assumptions, and technical concepts into executive-ready insights, scenarios, and recommendations
• Support enterprise financial planning and reporting related to AI-driven initiatives, including ROI analysis and scenario modeling
• Act as a strategic liaison across Product, Engineering, Finance, Customer Success, Legal, and Operations to align AI initiatives with financial and operational objectives

AI Product Strategy and Analytics Associate

• Develop and maintain data pipelines and transformations across the stack. Starting from ingesting transactional data into the data lakehouse to refining data up the medallion data architecture.
• Tune performance, storage layout, and cost-efficiency across our data storage and query engines.
• Help design and implement new data ingestion patterns and improve platform observability and reliability.
• Partner with engineering, product, and operations teams to deliver well-structured, trustworthy data for diverse use cases.
• Help establish and evolve best practices for our data infrastructure, from pipeline design to OpenTofu-managed resource provisioning.
• Help design and implement a data governance strategy to secure our data lakehouse.

Staff Data Engineer

Full-stack Engineer

• Plan and execute projects and initiatives involving multiple stakeholders and complex requirements, applying strategic prioritization.
• Consistently deliver code that sets the standard for quality and maintainability. Maintain awareness of industry trends and tools.
• Equip team members with DevEx tools and processes to resolve challenges independently.
• Offer consistent, high-level guidance to engineers across all levels, sharing expertise in software engineering best practices.

Staff Software Engineer – Platform

Machine Learning Engineer

• Innovate: Stay at the forefront of AI/ML advancements, continuously exploring new techniques, models, and tools. Your insights will help drive innovation and keep our platform at the cutting edge of technology.
• Collaborate: Work closely with core platform and automation engineers, as well as other stakeholders, to identify and address business needs through Machine Learning solutions. You will play a key role in bridging the gap between AI research and practical application.
• Integrate: Utilize APIs, pre-trained models, and other tools to implement AI-driven features across our platform. You will focus on integrating these capabilities into production systems, enhancing the functionality and performance of our solutions.
• Optimize: Fine-tune and optimize existing solutions for specific product requirements, ensuring that AI integrations are efficient, scalable, and reliable.

Staff Software Engineer, Machine Learning

• Lead End-to-End Builds.
• Own projects across the full development lifecycle - from greenfield prototypes to scaling out mature systems. You’ll take loosely defined problems and return well-architected, production-ready solutions.
• Design for Clarity and Change.
• Build backend services and user interfaces that are modular, testable, and ready to evolve. You prioritize simplicity, knowing where abstraction helps - and where it just adds noise.
• Drive Pragmatic Scalability.
• Design for growth without overengineering. You’ll apply best practices in schema design, API modeling, and state management with a clear sense of tradeoffs and long-term maintainability.
• Collaborate Closely.
• Partner with product, design, and other stakeholders to understand real-world needs and shape the right technical solutions. You'll operate autonomously but never in isolation.
• Continuously Level Up.
• Bring curiosity and humility. We’re a senior team that shares learnings freely and pushes each other to do our best work.

Senior Software Engineer, Full Stack

Engineer

• Partner with customers to understand their workflows, systems, and pain points to customize our solutions effectively in close collaboration with Technical Product Managers (TPMs), Platform Engineers and the Customer Experience (CX) team.
• Engineer and own the software solutions that are deployed to customers. Write code to improve products and scale our capabilities to more customers and use cases.
• Lead the implementation and integration of our platform into customer environments, ensuring seamless operation with existing systems.
• Provide hands-on technical support during deployment, troubleshooting issues, and optimizing performance.

Forward Deployed Engineer

Technical Program Manager

• Lead Problem Discovery: Deeply investigate and define customer challenges, gathering insights to inform the strategic direction of AI Agent deployment
• Drive Data-Driven Decision Making: Use data analysis and customer research to prioritize product features and improvements, ensuring each roadmap decision aligns with customer needs and operational goals
• Exemplify Impeccable Project Management: Drive seamless project execution through meticulous planning, clear communication, and proactive issue resolution, ensuring timely delivery of high-impact initiatives aligned with customer and business objectives
• Serve as the Voice of Truth: Act as a trusted advisor to stakeholders, transparently communicating insights and findings about any current technical limitations or challenges encountered
• Evaluate Business Impact: Assess how different technical approaches influence business outcomes, supporting data-backed prioritization of product roadmaps
• Optimize Discovery and Delivery Processes: Collaborate on developing efficient processes and playbooks that streamline problem discovery and roadmap planning to ensure high-quality, scalable deployments
• Inform Product Design with Data Insights: Collaborate with the product and platform engineering teams, using findings from customer discovery to shape the design of products that align with emerging needs
• Lead Cross-Functional Collaboration: Guide and mentor a cross-functional team, including program managers and engineers, to ensure effective problem exploration and alignment across product initiatives