Specialist, Clinical Applications Support

Job Summary

The Clinical Applications Support Specialist will act as a key contributor to the configuration and buildout of eClinicalWorks for ArchWell Health. This role will actively partner and support end users across ArchWell Health’s markets, acting as a subject matter expert for core clinical applications.

Duties/Responsibilities

• Deliver support via eCW Virtual Support Line and ServiceNow ticketing platform to resolve incidents or fulfill requests from market end users
• Onboard users in eClinicalWorks environment(s) and other clinical applications
• Affiliate in the change management process such as importing pharmacies, activating lab and DI orders as directed by leadership
• Perform system configuration in support of enterprise standards and assist in effort relating to change management process
• Able to troubleshoot and support in collaboration with the Information Technology team on Medical Devices, integrations and interfaces connected to eClinicalWorks
• Affiliate and act as core clinical applications subject matter expert for market end users
• Participate in planning for, testing, and supporting changes as a result of core clinical systems upgrades
• Collaborate with team members and vendors to provide a resolution issues from market end users

Required Skills/Abilities

• Ability to build rapport with end users, excellent customer service, and known to work well in fast pace, high need, sometimes high stress situations
• Strong subject matter expertise, technical knowledge, and analytical skills
• Experience managing a high volume of problem tickets and support line entries from end users to resolve application and product issues
• Communicate application problems and issues to key personnel
• Identify and learn appropriate software applications used and supported by the organization
• Partners with Market Enablement and the IT teams in reviewing requirements, specifications, testing, support to ensure they are in line with business objectives and clinical standards on projects
• Experience with integration and medical troubleshooting strongly preferred
• Proficiency and experience with providing eClinicalWorks support to include basic workflow support, testing, troubleshooting, analysis, and support function
• Experience with Support Ticket management internally and with vendors
• Experience with working in, and knowing the differences, with Production vs. non-production environments
• Experience with testing related to eClinicalWorks upgrades, patches to eClinicalWorks, and companion products
• Aptitude to learn and master new support and help desk tools, systems, and solutions
• Aptitude to think critically and effectively apply problem-solving techniques
• Understanding of eClinicalWorks installations
• Demonstrated ability to maintain productivity in a work-from-home environment

Minimum Qualifications

• Bachelor’s degree preferred, or equivalent experience
• Understanding of process and change management
• Clinical support experience
• Efficient communication skills
• Minimum of one (1) year of experience supporting eClinicalWorks within a medium to large-scale organization implementations of eClinicalWorks (including, but not limited to, eClinicalWorks builds, testing, go-live support, optimizations) for providers and staff (front office and clinical)
• Minimum of one (1) year of experience managing eClinicalWorks issues from end users by resolving them on your own or by working with eClinicalWorks support
• Knowledge of quality programs (MIPS, HEDIS, ACO, etc.) within eClinicalWorks preferred
• Embody and serve as a role model of ArchWell Health’s Values: Be compassionate, Strive for excellence, Earn trust, Show respect, Stay resilient, Always do the right thing