Implementation Associate

About Foundation Health

Foundation Health is transforming healthcare through an AI-powered digital pharmacy platform that seamlessly connects operational infrastructure with high quality patient experiences. Our mission is to transform patient centric care by connecting fragmented infrastructure, optimizing care coordination, and removing friction from the patient journey.

This ambitious vision is only achievable with the dedication of the right team propelling us forward. We firmly believe that a supportive and inspiring work environment fuels creativity, transforming it into groundbreaking innovation. It is this very innovation that not only benefits our organization but also positively impacts our people, partners, and most importantly, our patients.

About the Role:

As an Implementation Associate, you will serve as the technical backbone of our Customer Experience organization, playing a critical role in onboarding customers and ensuring successful adoption of Foundation Health’s platform. This role sits at the intersection of Implementation, Customer Support, Customer Success, and Product and is ideal for a high-performing professional with experience in health IT implementation or professional services who is looking to transition into an entrepreneurial, mission-driven environment.

You will support the technical onboarding of customers, with a strong focus on Epic integrations (specifically with Epic Willow, Ambulatory, Compass Rose, and/or Bridges) and the technical support triage process to ensure efficient use of engineering resources. This is a high-growth role designed to develop your skills into those of a highly technical Project Manager, with increasing ownership over customer implementations and delivery outcomes over time.

You will collaborate closely with Implementation, Customer Success, Customer Support, Product, Engineering, and Sales teams to deliver seamless go-lives, advocate for customer needs, and continuously improve our product and processes based on real-world usage and support insights.

Key Responsibilities:

• Support the delivery of complex SaaS implementations, serving as a technical point of contact during customer onboarding and go-live

• Help design, build, and maintain scalable implementation documentation, including contributing to Foundation Health’s Epic Integration Playbook with a focus on Epic- and other EHR-related workflows

• Act as a technical gatekeeper for incoming customer support tickets by reviewing, reproducing, and triaging issues to the appropriate Engineering teams

• Ensure bug reports and technical requests are clear, concise, and actionable to maximize engineering efficiency

• Support customer meetings, trainings, and workshops to support adoption, change management, and long-term success, particularly during critical implementation and go-live phases

• Partner cross-functionally with Product, Engineering, and Sales to translate customer feedback and support trends into product enhancements

• Use insights from the support queue to advocate for features and improvements that reduce ticket volume and improve CSAT and NPS

• Assist with management of implementation milestones, timelines, and stakeholder expectations, gradually assuming more ownership as platform mastery increases

• Contribute to the continuous improvement of implementation and support methodologies, processes, and customer-facing materials

What We're Looking For:

Required Qualifications

• 1+ years of hands-on Epic integration or implementation experience with Epic Willow, Ambulatory, Compass Rose, and/or Bridges

• 1+ years of experience in implementation, technical support, professional services, consulting, or related roles

• Strong ability to translate complex technical concepts into clear, actionable guidance for both technical and non-technical audiences

• Proven ability to operate effectively in fast-paced environments while managing multiple competing priorities

• Self-motivated, organized, and capable of managing multiple responsibilities to successful completion

• High attention to detail and ability to produce high quality outputs

• Demonstrated flexibility and adaptability relative to thriving in ambiguous, constantly changing, high-pressure environments

• Ability to build strong relationships and foster teamwork with customer and internal team members

• Ability to work collaboratively in an interdisciplinary team environment

• Ability to communicate complex ideas effectively, both verbally and in writing

Preferred Qualifications

• Experience with HL7, FHIR, and healthcare interoperability standards

• Strong proficiency in PowerPoint and Excel, particularly for customer presentations and insight analysis

• Passion for Foundation Health’s mission and improving patient-centered healthcare

• Enjoyment of technical problem-solving combined with building deep, authentic customer relationships