Specialist, Clinical Applications Support

ArchWell Health • Las Vegas, NV

1d

About The Position

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. The ideal candidate will have experience with implementations of eClinicalWorks in medium to large-scale environments, be a strong communicator, and demonstrate flexibility in a growing and ever-changing environment.

Requirements

• 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.
• Demonstrated ability to track issues, test fixes, and perform post-resolution follow-ups to ensure problems have been adequately resolved
• 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
• Proficiency with new user account provisioning
• 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
• Ability to think critically and effectively apply problem-solving techniques
• Understanding of eClinicalWorks installations
• Demonstrated ability to maintain productivity in a work-from-home environment
• 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

Nice To Haves

• Knowledge of quality programs (MIPS, HEDIS, ACO, etc.) within eClinicalWorks preferred
• Embodies and serves 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

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
• Assist 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
• Ability to troubleshoot and support in collaboration with the Information Technology team on Medical Devices, integrations and interfaces connected to eClinicalWorks
• Assist 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees