Clinical Application Support Technician - Woods Cross

ROCKY MOUNTAIN CARE GROUP•Bountiful, UT

8d•$16 - $22•Onsite

About The Position

OneWiseTech is the technology services team supporting Rocky Mountain Care and its affiliated facilities. This role supports the technology systems that caregivers, clinicians, and business staff rely on every day to provide exceptional resident and patient care. The Clinical Application Support Technician serves as a first-line resource supporting electronic health records (EHR), clinical applications, business applications, referral portals, and user access management. This position works closely with operational leaders, application owners, vendors, and healthcare professionals to ensure reliable, secure, and effective technology solutions throughout the organization. For scale: our application support team handled roughly 230 calls and 550 tickets a month. The most common requests are account creations and deactivations.

Requirements

High School Diploma or GED.
One (1) year of experience in Information Technology, Healthcare Technology, Application Support, Help Desk Support, or a related field.
Strong customer service and communication skills.
Ability to learn and support multiple software applications and adapt to frequent changes.
Ability to work effectively in a healthcare environment while maintaining confidentiality.
Ability to pass a background check and complete HIPAA and security awareness training prior to receiving system access.
Accuracy and follow-through on repetitive access tasks. This role is a control that protects patient information, and consistency matters more than speed.

Nice To Haves

Associate's or Bachelor's degree in Information Technology, Healthcare Informatics, Clinical Operations, or a related field.
Experience supporting Electronic Health Record (EHR) systems.
Experience with MatrixCare (Brightree), PointClickCare, ExaCare, Ethizos
Experience with hospital or payer referral portals, or with account administration across multiple external systems.
Experience working in healthcare, long-term care, post-acute care, or senior care environments.
CompTIA ITF+, A+, Network+, Security+, or equivalent certifications.
Healthcare experience such as CNA, Medical Assistant, or similar clinical background.
Strong troubleshooting and analytical skills.
Excellent verbal and written communication skills.
Understanding of user account management and authentication concepts.
Ability to manage multiple priorities in a fast-paced environment.
Strong documentation and organizational skills.
Ability to work independently and collaboratively across departments.
Commitment to customer service excellence and continuous improvement.
Comfort working to deadlines set by outside organizations, such as portal verification windows.

Responsibilities

Provide support for clinical applications across Rocky Mountain Care.
Respond to application-related service requests and operational issues.
Troubleshoot application access and functionality issues and gather the details needed to escalate integration issues.
Escalate complex issues appropriately and coordinate with vendors when needed.
Open and track routine vendor cases under the direction of the Application Administrator.
Create, modify, audit, and disable user accounts in accordance with established procedures.
Support role-based access, authentication processes, MFA, password management, and account troubleshooting.
Maintain accurate access records and supporting documentation.
Complete onboarding and offboarding access tasks within the timeframes set by RMC procedure, and confirm in writing when access has been removed.
Create, update, and disable referral portal accounts during employee onboarding, role changes, and offboarding.
Perform password resets, account unlocks, and MFA assistance for portal users.
Complete routine site verifications and account re-attestations before external deadlines, which are time-sensitive and can suspend access if missed.
Maintain the register of portals, accounts, and assigned users so that access can be reliably reviewed and removed.
Provide front-line support to caregivers, nurses, therapists, business office staff, and other team members who rely on technology to perform their daily work.
The Clinical Application Support Technician is responsible for responding to support requests, communicating with users throughout the troubleshooting process, and ensuring issues are resolved promptly.
The technician documents the problem reported, the troubleshooting steps performed, and the final resolution in the IT ticketing system so that issues can be tracked, reported on, and referenced in the future.
This position also maintains support documentation, knowledge articles, and standard procedures to improve consistency and deliver better service to our users.
Daily responsibilities may include creating and removing user accounts, reviewing security settings, assisting users with multi-factor authentication (MFA), troubleshooting access issues, and producing access and account reports for the Application Administrator's review.
This role works closely with application owners and vendors to adhere to RMC procedures for HIPAA privacy and security requirements.
This role also helps identify recurring issues and opportunities to improve support processes.
The technician may assist with application testing, training materials, knowledge sharing, and support readiness activities so users receive consistent and reliable help.