Clinician Technical Operations Support Specialist

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

📋 Description

• Act as the main point of contact for clinicians needing technical or operational support related to the OnDemand service delivery model.

• Diagnose and resolve routine issues related to system access, authentication, connectivity, remote access, clinical applications, and associated workflows.

• Refer complex or high-impact issues to the appropriate internal or external resources.

• Organize real-time incident response activities with both internal and external stakeholders.

• Assist with both scheduled and unscheduled system downtime events by following established communication, escalation, and continuity procedures.

• Create and maintain troubleshooting documentation, response protocols, operational playbooks, and technical resource libraries.

• Oversee issue resolution progress and ensure follow-up actions are taken to reduce recurring disruptions and clinician downtime.

• Monitor and track support requests, incidents, and service interruptions, communicating recurring issues to leadership.

• Analyze and summarize basic support metrics and trends related to recurring issues.

• Design, implement, and manage clinician technical support workflows, including intake, triage, escalation, communication, and resolution.

• Notify clinicians and stakeholders about outages, service interruptions, support updates, and escalation notifications.

• Work collaboratively with Clinical Operations, Access Center leadership, Clinical Training, Information Technology, Technical Support, Implementation, Client Success, and partner organizations.

• Facilitate clinician onboarding and training by ensuring technology access, system readiness, and awareness of support resources and downtime procedures.

• Engage in operational reviews and initiatives for process improvement.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• An associate or bachelor’s degree in healthcare administration, information systems, business administration, operations management, or a related discipline; or a combination of relevant experience and education.

• 3–5 years of demonstrated experience in healthcare operations, technical operations, service delivery, IT support, or a related area.

• Proven ability to work with cross-functional teams in a fast-paced operational setting.

• Experience in troubleshooting technology issues and managing operational escalations.

• Strong analytical, organizational, and problem-solving skills.

• Familiarity with ticketing systems, incident management processes, and support workflows.

• Capability to independently handle multiple requests, assess urgency and impact, coordinate activities across teams, and see issues through to resolution.

• Exceptional written and verbal communication skills.

• Experience in supporting clinicians, providers, or healthcare service delivery operations.

• Knowledge of electronic health record platforms such as Epic, Oracle Health/Cerner, MEDITECH, or similar systems.

• Experience with Citrix environments and remote access technologies.

• Understanding of healthcare technology workflows and operational support models.

• Proficient in using reporting tools, ticketing systems, or support dashboards.

• Experience in project management, Lean methodologies, or process improvement.

• Must be a resident of the United States.

• Must be legally eligible to work in the United States.

• Preference for candidates based in the Central Standard Time (CST) zone.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Employer-sponsored life and long-term disability insurance.

• Voluntary short-term disability insurance.

• Optional life insurance for employees, spouses, and children.

• Insurance options for accident, critical illness, hospital, or confinement.

• Flexible spending accounts (FSA).

• Contributions to health savings accounts (HSA).

• 15 days of accrued paid time off (PTO) each year.

• 8 paid holidays.

• 3 floating holidays.

• 401(k) plan.