Casenet Careers

We help improve the lives of millions of people – every single day. Our mission is simple. We create and deliver a world class, enterprise software platform that enables payers and providers to effectively manage care. If you’re interested in creating technology solutions that solve real-world challenges in the healthcare industry, then you want to work at Casenet. 

Current Open Positions

Systems Engineer

Position Purpose:

Provide operational and technical support to ensure the ongoing stability and performance to the server environments. Contribute to the IT infrastructure design and leading in server implementations.

Responsibilities:

  • Install and deploy Casenet software and solutions.
  • Investigate complex issues and uncover both immediate workarounds and long term solutions
  • Communicate directly with clients and cross-functional teams to implement solutions and resolve issues
  • Work with Hosting Support team to implement/validate infrastructure changes
  • Monitor overall status of services and environments using established monitoring tools.
  • Configure application and permissions at server level
  • Create & update procedures and customer documentation
  • Willingness to participate in after hours on-call rotation coverage

Education/Experience:

  • Bachelor's degree in Computer Science, MIS, related field, or equivalent experience.
  • 3-5 years equivalent experience supporting highly available web-based applications in hosted/virtualized environments.
  • Healthcare or regulated industry experience preferred.

Qualifications:

  • Excellent written and verbal communication skills
  • Strong analytical and problem solving skills
  • Ability to work in a dynamic, challenging, and fast-paced environment
  • Strong organizational skills and attention to detail
  • Fundamental understanding of application administration: installation, patching, deployment standards, monitoring, configuration, troubleshooting, security, automation, and scripting.
  • Understanding of ITIL based Change Control processes and procedures.
  • Working knowledge of the following technical competencies:
    • MS Windows Server including 2012, 2016, and 2019
    • MS SQL Server 2014, 2016, 2019
    • Linux Server
    • MS Windows Desktop platforms including 7 and 10
    • LDAP Platforms including MS Active Directory
    • App/Web server platforms including Tomcat, Apache, and Nginx
    • REST based APIs
    • HTML, CSS, T-SQL, JSON, XML, Powershell, Shell, Batch
    • Virtualization platforms including VMWare
    • TCP/IP Networking (HTTP/s, FTP/s, DNS, SSL, SSH)
    • Load Balancers, Firewalls, and other standard networking appliances.
    • IT security best practices
    • Business Continuity/High Availability/Disaster Recovery best practices
    • Knowledge of AWS and/or Cloud technologies is a plus

To apply for this role, please email USTAGCHAMPS@infinite.com

Principal Client Relationship Executive

Reporting Relationship:

Reports to Director of Client Success at Casenet, LLC

Position Purpose:

To serve as primary contact through entire life cycle for assigned portfolio of accounts with a focus on cultivating and maintaining robust relationships with decision makers and executives across the client organization.  To manage and monitor client satisfaction and deliverables and recommend appropriate strategies, tactics, and operational initiatives to continuously enhance the client experience. To drive value for clients by promoting the benefits of increased profit potential, improved productivity and efficiency by using Casenet services and solutions.  To act as the “Voice of the Client” across the various internal stakeholders.

Knowledge/Experience:

Bachelor’s degree in Business Administration, Healthcare Administration or related field.  7+ years of client/account management experience in healthcare and/or enterprise software development. Demonstrated knowledge of general principles of account planning, budgeting, project management, and negotiation. Demonstrated competency in strategic thinking, planning and leadership. Ability to exercise “risk awareness” and take action to reduce unforeseen circumstances. Ability to share best practices on relationship management, consultative approaches and other client engagement across operations. Excellent written and oral communication skills and the ability to facilitate meetings with cross-functional teams in a confident and credible manner.  The ability to understand and comfortably speak to both clinical and technical concepts is preferred.

Position Responsibilities:

  • Oversee client relationships across assigned portfolio of accounts, ensuring excellence standards in post-sales through solution definition/delivery and ongoing support services.
  • Develop and maintain account plan by leading a joint company/customer planning process that identifies relevant client needs, prioritizes initiatives and company investments, and establishes a clear action plan for success.
  • Establish productive, professional relationships with key client personnel, including C-level executives.
  • Consult with clients on best practices; develop an understanding of client business challenges and objectives and map to Casenet solution features / benefits to address these needs.
  • Identify client retention risk and implement plans to mitigate risk; overall, insure client retention of assigned client portfolio.
  • Identify client dis-satisfiers and insure appropriate resources are solving associated issues.
  • Communicate regularly with internal staff regarding client needs and requests, contractual obligations, projected enrollment levels, business model or work procedure changes, and other elements required for successful utilization of Casenet solutions.
  • Coordinate the involvement of Casenet personnel, including all Client Experience teams and management resources, in order to meet account performance objectives and client expectations.  Ensure that supporting account resources are familiar with their assigned tasks and uphold accountability for timeliness and quality of delivery.
  • Support the Sales, Marketing and Product teams in providing relevant account information to inform Casenet business development or product directions.
  • Facilitate client contract renewals/extensions and same store sales (add-on product tools)
  • Position has the option to operate out of the Casenet corporate office in Bedford, MA or remotely; Travel required, variable up to 25%

This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position.  Employee(s) may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.

    To apply for this role, please email USTAGCHAMPS@infinite.com

    Technical Product Manager

    Position Purpose:

    Oversee the development and management of various technology driven areas within the company products. Drive ongoing definition, integration, and enhancement of selected company products and assess the performance of existing products to ensure market expectations are met.

    Education/Experience:

    Bachelor’s degree in Computer Science, or equivalent work experience. 5+ years of product management, or system architecture, or system validation in an enterprise solutions environment. Experience developing and delivering complex solutions and agile development methodology preferred. Healthcare industry experience is a plus.

    Job Description:

    • Responsible for strategic and tactical planning activities related to development and deployment of system features/enhancements related to technical aspects of company product, such as:
      • ETL processes, including healthcare industry standard formats (HL7 FHIR, X12 278, and others)
      • REST API layer
      • Installation and Upgrade processes
      • Business Rules and Workflow engines
      • Integrations to 3rd party vendors and development libraries
    • Capture business and technical needs and define requirements including concept, use cases, feature functions, acceptance criteria and high level technical analysis. Interface with customers and internal customer facing groups on product requirements and design
    • Leads grooming sessions and participates in scrum team meetings as needed to ensure the team understands requested functionality, collaborate with engineering teams to devise the best technical solutions for complex problems related to the above product areas
    • Collaborate with internal customer facing departments to understand client short and long term technological roadmaps and IT strategic initiatives, provider input into overall product strategy, roadmap, and priorities
    • Identify and understand market needs and  trends as related to IT and infrastructure support of customers in their use of company products and identify growth opportunities
    • Monitor the status of specific development projects supporting new features
    • Promote product benefits, capabilities, and value propositions through a relationship with key internal and external customers
    • Conduct verification and market testing of new features, gather and analyze feedback from internal and external stakeholders and recommend potential  changes

      Expectations:

      • Internal/external stakeholder relationships and interactions include requirements gathering, initial technical analysis, presentations describing new features / functionality, training and documentation review
      • Documentation of feature / functionality
        • Applicable release documents (Guides, product preview, release notes)
      • Presentation and training to internal /external stakeholders of new features
      • Close collaboration with technical experts and engineering teams.

      To apply for this role, please email USTAGCHAMPS@infinite.com

      Senior Technical Writer

      At Casenet, we create population health technology solutions that enable payers and providers to coordinate care. Our population health technology unites disparate data sources to provide a 360-degree longitudinal view of each member, making it easy to identify opportunities to coordinate and improve care.

      As a Senior Technical Writer, you will be responsible for developing technical documentation in support of our highly configurable population health management platform. The ideal candidate will have experience in creating easy-to-follow documentation, is highly skilled in content management and authoring tools and has a focus on excellence.

      Responsibilities:

      Responsibilities for this role include but are not limited to:

      • Research available product information from requirements, specifications, and user stories
      • Interact with software and QA engineers, product managers, subject matter experts, and others to gather necessary information
      • Quickly grasp and interpret technical and functional information shared by product team members
      • Work independently to develop, publish, and maintain end-user documentation for upcoming releases and features within release timelines
      • Able to learn quickly on the job through direct hands-on interaction with the TruCare product and regular dialogue with cross functional teams
      • Able to cover several projects simultaneously with flexibility and willingness to move between projects on short notice.
      • Proactively review assigned product documentation for continuous improvement
      • Provide technical and peer reviews of documentation for others on the team
      • Identify the gaps in existing content and propose remediation plans
      • Stay current on industry trends related to product documentation and propose adjustments to current content to align to trends observed
      • Communicate with globally distributed employees
      • Abide by company, department and team policies, procedures and standards, including templates, style guides, and processes

      Requirements:

      • Bachelor’s or Master’s degree in Computer Science, Technical Writing, English or equivalent experience
      • 5+ years of experience as a technical writer
      • Familiarity with:
        • DITA and XML
        • XML authoring tools (Oxygen preferred)
        • Source code management (Git preferred)
        • JIRA and Confluence
        • Agile and Scrum

      To apply for this role, please email USTAGCHAMPS@infinite.com

      Senior Clinical Trainer

      Casenet’s rapid growth and continued success has created a need for an experienced trainer to join our Professional Services team.   The Senior Health Information System Trainer is responsible for designing, developing, and delivering training content in eLearning or live/webinar capacity for Casenet’s enterprise healthcare IT application.  

      The successful candidate will be passionate about creating and delivering training programs incorporating a variety of presentation methods and applications to accommodate adult learning styles.  

      In addition, the trainer will serve as a subject matter expert and resource for training course development and delivery and will provide consultative guidance to customers. The incumbent will help ensure leaners receive appropriate and effective training so they may fulfill their job responsibilities. Special emphasis on maximizing the benefits of the software capabilities is mandatory. Systems Training experience related to a wide variety of computer software programs, preferably in a health care setting, are required.

      Job Responsibilities:

      • Content Creation
        • Partner and consult with internal organizations such as product development and services teams to create and execute training plans
        • Develop training materials and supporting documentation for both internal and external users
        • Enhance product documentation to create customer facing guides to facilitate adoption of application features and functionality
        • Design Customer Specific workflow participant guides, job aids, training curriculum and other required coursework that is clear, concise and accurate
        • Create exercises, instructional activities and training assessments that reinforce learning
      • Delivery
        • Conduct unique customized training courses for customers and internal staff, both in a training classroom environment and/or webinar capacity
        • If providing training as external billable event, manage the project budget (dollars or hours) against project delivery schedule to ensure completion below or within acceptable margin
        • Ensure that time tracking entries for all assigned projects are submitted in a timely and detailed manner; seek to ensure all billable hours are appropriately captured
      • Communication
        • Anticipate training development or delivery challenges and work with Account Management to identify mitigation strategies
        • Support the Sales, Marketing and Product teams in providing feedback to inform Casenet business development or product directions
        • Develop surveys and survey strategy to evaluate training delivery, measure results and incorporate as best practices program changes
      • Customer Satisfaction
        • Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Experience standards
        • Effectively manage customer expectations with respect to product capabilities and optimal utilization while complying with Customers’ unique and individual needs

      Skills/Qualifications/Requirements:

      • 5+ years’ experience in an Information Systems/Training capacity as an instructor and in developing content
      • Demonstrated training expertise in the application of technology, project management, and business skills
      • Healthcare industry experience required
      • Demonstrated knowledge of instructional design models and approaches and selecting the correct pedagogy
      • Strong skills in adult training, blended learning, instructional design, and course administration
      • Ability to master or become a product expert on quickly evolving software enterprise class software
      • Ability to communicate with audience of all levels and ability to understand and interpret for other parties technical information
      • Demonstrated strength in communication, presentation, and documentation
      • Strong organizational, planning, project management, facilitation, and influencing skills required
      • Ability to troubleshoot training issues in a service-oriented environment
      • Highly proficient with Microsoft Office software (Word, PowerPoint, Excel, Visio)
      • Proficient in flow charts and workflow interpretation with the ability to express complex technical concepts in terms that is understandable to learners
      • Bachelor’s degree in instructional systems design, teaching, communications, computer software or related field, or equivalent work experience and a Licensed Registered Nurse (RN).
      • Travel to client locations for onsite delivery is required variably, estimated at 10-15%

      To apply for this role, please email USTAGCHAMPS@infinite.com

      Strategic Solutions Consultant

      Position Purpose:

      Serve as an escalation point for internal and external strategic customers, providing advanced technical support. Provide guidance to customers on the deployment of TruCare features, products and usage patterns. Responsible for advocacy on behalf of the customers’ needs and experience with the TruCare product in front of the Product Development organization.

      Education/Experience:

      Bachelor’s Degree in related field or equivalent experience. 5+ years’ experience providing technical support for enterprise business or equivalent applications. API/Web Services, Windows Server, Desktop, SQL Server, enterprise network technologies, system topologies, n-tier web applications and infrastructure experience required. Experience writing and troubleshooting intermediate SQL queries and navigating large domain models required. Experience with stored procedures and performance/deadlock tuning preferred. Experience designing customer-focused solutions of varying complexity. Customer service and leadership experience preferred. Health care or insurance industry experience preferred.

      Responsibilities:

      • Provide client support and technical issue resolutions
      • Manage incidents to closure, including necessary escalations and leading internal task forces.
      • Build rapport and elicit problem details from non-technical or technical customers
      • Communicate regular status and progress for both internal and external stakeholders.
      • Deploy the Casenet product suite for test, demonstration or educational purposes.
      • Assist in testing new software functionality prior to release.
      • Assist in generating training materials and customer facing documentation based on customer need and experience with existing materials.
      • In conjunction with the Account Management and Customer Success teams, guide customers regarding their use of existing and upcoming TruCare features.
      • Design and manage development of solutions in support of customer objectives.
      • Provide detailed feedback to the Product Development organization regarding planned features and customer experience with releases in the field.
      • Serve as an advisor and educator for the Services team in order to improve issue resolution
      • Provide on-call support to strategic customers on a rotational basis

      To apply for this role, please email USTAGCHAMPS@infinite.com

      Casenet Company Benefits

      Top rated medical dental and vision plans

      Top-rated medical, dental and vision plans

      Paid Holidays

      Paid Holidays

      401 K Retirement Savings Program

      401(k) retirement savings program

      On-site fitness center

      Free on-site fitness center

      Employee Events

      Employee summer and winter outings

      Monthly social gatherings

      Monthly social gatherings

      We like a good challenge.

      We thrive on innovation and we like it when employees think outside of the box. Every day, we work together to develop processes and systems that help us work smarter. We are laser focused on our customers, and we spend a lot of time and effort making sure we’re doing everything we can to meet their needs. If you like a good challenge and you’re customer-centric then you’ll like working at Casenet.

      We give back to the community and we have fun, too.

      We support the larger community by taking part in community events like the St. Jude’s Walk-a-Thon, Habitat for Humanity, and the Giving Tree. We contribute to local food pantries and we volunteer with organizations that provide natural disaster support.  You can take part in these initiatives or you can compete in the annual ping-pong tournament, join the knitting club, get competitive at game night, or meet up with colleagues at movie night.  Everyone is invited to join in (or not)!

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