Escalation Manager

About the role

The Escalation Manager is responsible for end-to-end ownership of technical integration escalations for health system partners. This role operates within the Integration Solutions & Oversight group and reports to the Manager of Technical Partnerships.

Responsibilities

• Technical Escalation Ownership & Oversight: Serve as the primary owner for all go-live/post–go live technical and integration related escalations. Partner directly with Technical Project Managers to: Track, prioritize, and drive resolution of integration-related issues and defects. Ensure clear technical ownership, timelines, and resolution plans. Maintain visibility into Integration Engineer progress and deployment readiness. Act as the escalation point for technical risks impacting data integrity, integration behavior, or platform stability after go live.
• Initial Technical Triage & Investigation: Perform initial triage on reported integration issues prior to Engineering engagement. Use working-level SQL to: Validate data flow issues, identify missing, delayed, or malformed records, distinguish configuration, data, and integration behavior issues. Clearly document findings to accelerate downstream engineering investigation.
• Cross-Team Coordination & Routing: Coordinate closely with Health System Project Managers to: Surface non-technical blockers impacting go-live success. Ensure issues outside the integration team’s control are routed to the correct owners. Drive appropriate escalation and leadership visibility when progress stalls. Bridge communication between Integration Engineers, Technical PMs, and downstream owners to prevent gaps in ownership.
• Go-Live Monitoring & Real-Time Issue Tracking: Actively monitor go-live chats, email threads, and live calls to: Identify new technical issues in real time. Track existing escalation line items through resolution. Prevent dropped handoffs or unclear ownership. Maintain a centralized technical escalation tracker with clear status, owners, impact, and next steps. Provide concise, timely escalation updates to stakeholders at the appropriate level.
• Execution, Risk Management & Decision Support: Drive alignment and urgency across Integration Engineers and Technical Project Managers during live escalation scenarios. Facilitate rapid decision-making and unblock stalled technical work. Escalate risks, delays, or systemic concerns to Integration Solutions & Oversight leadership as needed. Support go/no-go decision-making by clearly articulating technical risk and mitigation status.
• Post-Go-Live Follow-Through & Continuous Improvement: Ensure all technical escalations are fully resolved or transitioned to steady-state ownership. Identify recurring technical failure patterns, integration risks, or process gaps. Partner with leadership to inform process improvements, tooling needs, and documentation updates. Contribute to retrospectives to reduce future technical escalation volume and improve integration reliability.
• Integration Operations Flex Support: Provide flex support to the Integration Operations team for: Post–go‑live stabilization. Long‑tail technical incidents. Issues formally handed off by the Integration Operations Technical Project Manager or Team Lead. Flex support most commonly applies to integrations that have transitioned to steady‑state operation, including Generally Available and Ad Hoc integrations.

Requirements

• 3+ years of experience in healthcare integrations, technical delivery, or enterprise platform support.
• Strong understanding of integration workflows, data exchange, and go-live execution.
• Working SQL proficiency for technical triage and investigation (not expert-level).
• Proven ability to manage complex, multi-threaded technical escalations.
• Exceptional organization, communication, and follow-through skills.
• Comfortable operating in high-pressure, real-time environments (e.g., go-lives, live incidents).
• Ability to influence without direct authority across technical and delivery teams.

Qualifications

• Timely identification and resolution of technical and integration escalations.
• Clear ownership, visibility, and tracking of all technical escalation line items.
• Reduced integration-related go-live disruption and post-launch technical escalation volume.
• Actionable insights from escalations that drive measurable improvements in integration stability and delivery outcomes.
• Growth and role evolution as integration volume, complexity, and cross-product dependencies increase.

Skills

• Strong understanding of integration workflows, data exchange, and go-live execution.
• Working SQL proficiency for technical triage and investigation (not expert-level).
• Proven ability to manage complex, multi-threaded technical escalations.
• Exceptional organization, communication, and follow-through skills.
• Comfortable operating in high-pressure, real-time environments (e.g., go-lives, live incidents).
• Ability to influence without direct authority across technical and delivery teams.

Benefits

Not specified.

Pay

Not specified.

Schedule

Not specified.