Relatient is seeking an Implementation Analyst to simplify access to care through intelligent scheduling and patient engagement. This role involves providing timely client support, troubleshooting web-based software, managing customer expectations, and acting as a liaison between clients and the technical team. The analyst will also escalate issues, communicate technical details, provide on-call support, and develop operational policies to ensure client satisfaction. The ideal candidate will have 2+ years in software consulting, testing, or configuration, with strong analytical, communication, and problem-solving skills.

Must Have

• Provide timely, helpful responses and basic troubleshooting assistance to clients by phone and e-mail
• Assist non-technically oriented clients with the use of our Web-based software
• Take clear ownership of designated issues submitted by customers
• Manage difficult customers and customer expectations effectively and professionally
• Act as a liaison between the client and the technical team
• Provide Engineering and other team members with clear and complete information
• Carry out recommended diagnostic steps and gathering information as necessary
• Escalate issues to management when needed
• Communicate clearly and precisely with customers regarding technical issues
• Set expectations for callbacks and follow-up regarding their issues
• Maintain complete and accurate log of customer interactions and technical details
• Provide on-call support to address urgent issues when they arise
• Develop, implement, and manage operational policies and procedures for day-to-day efforts
• Drive a sense of urgency and empathy for clients throughout the organization
• 2+ years of work experience in software consulting, software testing, configuration
• Exceptional analytical and conceptual thinking skills
• Excellent communication and presentation skills
• Ability to engage with customers to discuss complex technical issues
• Excellent problem-solving and logical thinking skills

Good to Have

• Basic knowledge of software testing methodologies
• Database knowledge
• SQL knowledge
• Automation/scripting experience
• Experience in Healthcare industry

Perks & Benefits

• INR 5,00,000/- of life insurance coverage for all full-time employees and their immediate family
• INR 15,00,000/- of group accident insurance
• Education reimbursement
• 10 national and state holidays, plus 1 floating holiday
• Flexible working hours and a hybrid policy

Implementation Analyst

Hybrid Remote, Pune, Maharashtra

Description

At Relatient, we’re on a mission to simplify access to care – intelligently. As the leader in intelligent scheduling and patient engagement, we help healthcare organizations connect with patients more effectively through AI-powered workflows, real-time automation, and flexible access tools.

More than 47,000 providers trust us to manage over150 million appointments annually, reducing delays in care, streamlining contact center operations, and helping patients get the care they need, when they need it. We’ve been recognized by Forbes, Deloitte, and Inc. 5000 for our growth, innovation, and inclusive culture.

In this role, you’ll help us move the needle owning:

Essential Functions:

• Provide timely, helpful responses and basic troubleshooting assistance to clients by phone and e-mail; assist non-technically oriented clients with the use of our Web-based software
• Take clear ownership of designated issues submitted by customers; manage difficult customers and customer expectations effectively and professionally seeking help from team members as necessary
• Act as a liaison between the client and the technical team, provide Engineering and other team members with clear and complete information, carry out recommended diagnostic steps and gathering information as necessary
• Escalate issues to management when needed
• Communicate clearly and precisely with customers regarding technical issues, setting expectations for callbacks and follow-up regarding their issues; maintain complete and accurate log of customer interactions and technical details
• Provide on-call support to address urgent issues when they arise
• Develop, implement, and manage operational policies and procedures for day-to-day efforts to drive a sense of urgency and empathy for clients throughout the organization
• Act as a liaison between the client and the technical team
• Performs other duties as assigned.

Core Experience Requirements

• Bachelor’s degree in Computer Science or related field or additional work experience in lieu of degree is required.
• 2+ years of work experience in software consulting, software testing, configuration required.
• Exceptional analytical and conceptual thinking skills are required
• Excellent communication and presentation skills.
• Basic knowledge of software testing methodologies, database, SQL desired
• Ability to engage with customers to discuss complex technical issues
• Excellent problem-solving and logical thinking skills.
• Automation/scripting experience will be an added advantage.
• Experience in Healthcare industry is preferred
• Excellent communication and presentation skills.
• Some level of automation/scripting experience will be a major plus.

Mindsets That Make a Difference

At Relatient, our values guide how we work and we’re looking for someone who lives them:

• Speed with Purpose: Move fast, stay focused.
• Outcome Ownership: Own the work and the results.
• Collaborative Impact: Work well across teams.
• Simplicity and Clarity: Communicate with intention.
• Culture of Excellence: Always learn and raise the bar.
• Automation-Driven: Wired to automate, streamline, and simplify.

Benefits of working here include (India):

• INR 5,00,000/- of life insurance coverage for all full-time employees and their immediate family.
• INR 15,00,000/- of group accident insurance.
• Education reimbursement.
• 10 national and state holidays, plus 1 floating holiday.
• Flexible working hours and a hybrid policy.

Equal Opportunity at Relatient:

We’re building a team as diverse as the communities we serve. Relatient is proud to be an equal opportunity employer. If you need accommodation during the application process, just let us know.

To learn more about our organization, visit www.relatient.com.