Solutions Consultant
Posted Updated
Description
- Solutions Consultants (SCs) are the technical owners of customer implementations at Luma. You’ll take health systems and clinics from signed contract to live, working product: running discovery, configuring and customizing the platform, troubleshooting integrations with the customer’s EHR, and driving go-live, then handing customers off to support in a healthy state
- You’ll work in a fast-moving, multi-customer environment, typically juggling several implementations at different stages at once. Day to day, you’ll partner closely with Delivery Project Managers, Customer Success Managers, Support, and Engineering. You’ll be the person who understands the customer’s workflows, knows what the product can and can’t do, and keeps the project moving when things get messy
- Running kickoffs and discovery calls with clinical, operational, and IT stakeholders to understand current workflows, pain points, and success metrics
- Building and configuring patient-facing solutions such as digital forms, appointment reminders, messaging campaigns, waitlists, and kiosk check-in, using Luma’s configuration tools and templating logic
- Working with customer IT teams and Luma Engineering on EHR integrations (e.g., Epic, MEDITECH, eCW, athena, Cerner/Oracle, ModMed), including interface setup, data mapping, file-based uploads (SFTP), and API-based scheduling
- Troubleshooting in real time: You’ll form a hypothesis, isolate the cause, and either fix it or hand it to the right team with everything they need
- Communicating clearly and often: Utilizing internal Slack channels, weekly and (during launches) daily status updates, risk flags, and go/no-go recommendations
- Managing scope: recognizing when a “quick request” is really a new capability, and working with Delivery, Sales, and Customer Success to handle it
- Writing clear tickets for Engineering and Support, and advocating for customer needs with the product team
- Monitoring after go-live: reviewing performance (e.g., automation rates), resolving issues, and preparing the customer and the support team for a clean handoff
- Become an expert on the Luma Health platform, products, and the EHRs we integrate with
- Own the technical delivery of customer implementations from contract through launch and handoff to support
- Work with Sales, Delivery PMs, and Customer Success Managers to understand client pain points and define measurable success criteria
- Run discovery to document workflows, data requirements, and integration needs
- Configure and customize Luma products to meet customer requirements, including logic, conditional content, and custom actions where appropriate
- Diagnose and resolve technical issues, partnering with Engineering and Support on root cause and priority
- Identify risks early, communicate them honestly, and propose options to keep launches on track
- Set and manage expectations on scope, timelines, and what the product does today
- Train customer teams and help them navigate the process change that comes with new technology
- Hand off live customers to Support and Customer Success with clear documentation
- Improve how we deliver: spot failure points in our implementation process, build reusable templates and playbooks, and contribute customer-facing resources (user guides, best practices, training materials)
- Share customer feedback and feature gaps with the Product team to help shape what we build
- We’re looking for someone technical, calm under pressure, and genuinely good with customers: a self-starter who gets energy from untangling ambiguous problems in healthcare
- 3+ years of software implementation, professional services, or technical consulting experience. SaaS experience preferred
- Healthcare technology experience strongly preferred, especially working with EHR/EMR systems and the clinics and health systems that use them
- A track record of delivering both complex, multi-stakeholder deployments and smaller, fast-moving ones
- Experience with ticketing and project tools (e.g., Zendesk, ClickUp, Jira) is helpful
- Comfort with templating and scripting logic. Experience with Liquid (or similar languages such as Jinja2 or Twig), HTML, and JavaScript is a plus
- Working knowledge of healthcare data and integration concepts such as HL7, XML, APIs, SFTP/file-based data exchange, and ETL
- Strong analytical skills: you can read logs and data, spot patterns, and narrow a problem down methodically
- A strong collaborator. You build trust with executives, clinical staff, IT teams, and engineers, and you work well with distributed teammates
- Comfortable with ambiguity. You can learn a new EHR, workflow, or feature quickly and figure out what to do when there’s no playbook
- A troubleshooter by instinct. You quickly form hypotheses, test them, and know when to stop digging and escalate
- A clear, calm communicator. You write status updates that people can act on, and you stay steady when a go-live is at risk or a customer is frustrated
- Organized across many threads. You can manage several customers at once and prioritize by risk and deadline
- Honest about risk. You flag problems early, bring options, and aren’t afraid of hard conversations, including saying “not in this scope”
- At home in a startup environment. You’re energized by growth, change, and building the playbook as we go
- Customer-first with a doer mentality. No task is too small, and you take ownership of outcomes
- Experience with patient engagement, scheduling, intake/forms, or contact center workflows
- Experience with a specific EHR (Epic, MEDITECH, eCW, athena, Cerner/Oracle, ModMed, or similar)
- Bachelor’s degree or equivalent practical experience
- Occasional travel to client sites may be required