Digital Experience Specialist

At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.

We are seeking a Digital Experience Specialist to serve as the primary regional point of contact for customers and internal stakeholders across North America. This role supports digital workflows including EMR integrations, web portals, and EDI connectivity. You will play a key role in onboarding clinics, driving adoption of digital tools, and continuously improving operational efficiency through automation and workflow optimization.

Key Responsibilities: 

Point of Contact for Customers

• Act as the primary point of contact for clinics and internal teams using digital channels such as EMR, web shop, and EDI within the Vitrolife Group portfolio.
• Proactively collaborate with customers to increase the adoption and effective use of digital tools, focusing on order quality and reducing manual workflows.
• Support education and conduct demonstrations on EMR/Portal order workflows in collaboration with Account Support and Clinical teams to reduce recurring errors and minimize resolution delays.
• Manage escalated digital order issues, while ensuring adherence to contractual terms and platform usage standards and escalates internally when needed in coordination with Sales and IT.

Digital Integrations & Customer Onboarding

• Coordinate with vendors and internal IT partners to ensure timely resolution of digital integration issues and support long-term platform stability.
• Actively supports the various phases of on boarding clinics to existing, connected EMR providers
• Triage and prioritize integration requests across Sales, IT, Customer Service, and vendor partners, ensuring alignment with intake standards and deployment timelines in collaboration with the Global Digital Integration Manager (GDIM).
• Lead user validation and pre-production field testing for new digital assets (e.g., TRFs, biopsy worksheets, portal workflows) to confirm mapping accuracy, clinical readiness, and usability.

Process Optimization & System Enhancements

• Identify and implement automation opportunities to reduce manual tasks, improve accuracy, and support operational scalability and long-term process optimization.
• Coordinate and deliver internal communications regarding TRF versioning, system updates, and workflow protocol changes to ensure consistent rollout and minimize downstream errors.
• Maintain centralized intake tracking and request prioritization across Sales, Customer Service, and IT, ensuring structured handoffs, clear visibility, and aligned expectations.
• Collaborate with IT and leadership to proactively identify digital workflow gaps and implement enhancements that improve turnaround time, data flow, and user experience.

Digital Integration Dashboard Review & Optimization:

• Actively monitor and resolve orders (TRF) that are stuck in the external review board
• Monitor and analyze digital integration dashboards to track system performance, data quality, and error trends across EMR and portal workflows
• Prepare and deliver monthly KPI summaries and digital performance reports to leadership, highlighting key issues, recurring gaps, and improvement opportunities.
• Identify and proactively address data inconsistencies or integration disruptions to ensure workflow accuracy and clinic continuity.
• Collaborate with stakeholders to prioritize and implement technical fixes or process enhancements based on real-time data insights

Managing Complex Case Resolution

• Handle highly technical issues such as Embryo ID mismatches, PGT sex reporting discrepancies, and TRF submissions.
• Ensure data accuracy and regulatory compliance in patient genetic testing workflows to prevent downstream errors.

Training & Documentation

• Help to keep regional SOPs up-to-date, troubleshooting guides, and workflow documentation for internal teams and vendors for our digital tools
• Help to create practical job aids and workflow guides tailored to Sales and Customer Service to reduce ticket volume and improve digital workflow adherence.

Education and Qualifications: 

• Bachelor's degree in a relevant field such as IT, Healthcare Administration, or a related area
• 3+ years of experience in a similar role

Knowledge, Skills and Abilities:

• Understanding of laboratory processes and terminology
• Experience with EMR and LIMS systems
• Basic understanding of EDI and PEPPOL
• Familiarity with UI/UX best practices
• Strong interpersonal, oral, and written communication skills
• Ability to manage fluctuating workloads and meet deadlines
• Analytical and problem-solving skills
• Proficiency in data analysis and reporting
• Basic project management experience
• Professionalism, discretion, and a sense of urgency in service delivery
• Positive, can-do attitude with realistic expectation-setting
• Proficient in Microsoft Office Suite or related software

Benefits:

• 401(k) with Employer Match
• Medical/Dental/Vision/ GAP insurance
• Basic Life and AD&D
• Short / Long Term Disability
• Critical Illness and Accident Insurance
• Employee Assistance Program
• Flexible Spending & Health Savings Account
• Paid Time Off
• 10 Paid Holidays

An offer of employment is contingent on the successful passing of a background check. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalized genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of fertility treatment.

We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.