Clinical Applications Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main support contact for healthcare clients utilizing clinical and oncology applications.

• Diagnose application issues, incidents, and service requests by collecting relevant information, comprehending clinical workflows, and pinpointing possible causes.

• Engage directly with clinicians, hospital IT departments, and clinical application users to troubleshoot problems and deliver application guidance and training.

• Address concerns related to clinical workflows, treatment planning, orders, documentation, application setup, and user permissions.

• Examine application and integration challenges involving FHIR, APIs, databases, interfaces, and clinical data workflows.

• Retain complete ownership of customer tickets, providing updates on status and next steps while ensuring issues are resolved.

• Assess whether issues pertain to application functionality, configuration, integration, or infrastructure, escalating as needed to Tier 2/Tier 3 teams.

• Keep thorough case documentation and create knowledge base articles, troubleshooting guides, and support documentation.

• Collaborate with Product, Engineering, Clinical Applications, and Implementation teams during customer onboarding, testing, go-live, and resolution of issues.

⛳️ Requirements

• Over 2 years of experience in supporting clinical applications, healthcare software, or healthcare IT systems.

• Experience collaborating directly with clinicians, healthcare users, hospital IT teams, or clinical application teams.

• Proficient in troubleshooting production application issues and managing Tier 1/Tier 2 incidents.

• Strong grasp of clinical workflows and the ability to convert user issues into a methodical troubleshooting process.

• Familiarity with clinical applications or EMR/EHR systems, such as Epic, Cerner, Meditech, Varian ARIA, Elekta MOSAIQ, or comparable platforms.

• Preferred background in oncology, radiation oncology, clinical informatics, EMR/EHR, PACS/RIS, or other clinical application fields.

• Knowledge of HL7, FHIR, REST APIs, SQL, or healthcare interfaces is advantageous.

• Basic understanding of networking principles including TCP/IP, DNS, VPNs, and firewalls.

• Excellent communication, customer service, documentation, and problem-solving abilities, with a dedication to resolving customer issues thoroughly.

• Capability to operate independently in a remote setting and effectively coordinate with Tier 2/Tier 3 technical teams when escalation is necessary.

🏝️ Benefits

• Vacation, six holidays, and four floating holidays each year (prorated in the first year).

• Comprehensive health and wellness plans, including medical, dental, vision, basic life, and disability insurance.

• Family coverage options available for many benefit plans, subject to eligibility criteria.

• Retirement/401(k) plan.

• Additional voluntary programs and opportunities for work/life balance support.