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Job Description & How to Apply Below
software systems (such as EHR/EMR and related clinical/administrative applications), ensuring
optimal performance, user satisfaction, and compliance with healthcare standards. This role
serves as a key liaison between clinical users, IT teams, and external vendors to troubleshoot
issues, train users, implement updates, and continuously improve application usability.
Key Responsibilities
Technical & User Support
Respond to and resolve application support requests from clinical, administrative, and
operational users in a timely manner.
Troubleshoot software issues, diagnose root causes, and escalate complex problems
when necessary.
Provide Tier 1 and Tier 2 application support across systems such as EMR/EHR, practice
management tools, and other clinical applications.
Application Management & Maintenance
Assist with application configuration, system updates/patches, testing, and validation
activities.
Perform user setup and maintenance of roles, permissions, and access rights to ensure
secure system use.
Monitor application performance, interpret alerts, and take action to maintain uptime
and reliability.
Training & Documentation
Create and maintain knowledge base articles, user guides, SOPs, and support
documentation.
Conduct end-user training sessions on application features, workflows, best practices,
and new releases.
Workflow & Process Improvements
Analyze clinical and non-clinical workflows to recommend application enhancements
that improve efficiency and user experience.
Work with stakeholders to gather requirements for application changes and support
implementation.
Vendor & Stakeholder Collaboration
Act as point of contact with third-party vendors and partners to resolve issues,
coordinate updates, and optimize system performance.
Partner with IT development, operations, and clinical informatics teams to support
strategic initiatives.
Compliance & Security
Ensure activities comply with healthcare regulations and standards (e.g., HIPAA) and
uphold data integrity and confidentiality.
Required Qualifications
Experience:
years of application support or healthcare IT experience, preferably with
EHR/EMR systems.
Technical
Skills:
Experience supporting clinical and administrative healthcare applications.
Proficiency with ticketing systems (e.g., Manage Engine SDP), basic SQL, and
application monitoring tools preferred.
Familiarity with healthcare workflows, clinical terminology, and regulatory
requirements.
Soft Skills:
Excellent communication and customer service skills.
Analytical thinking and problem-solving capabilities.
Ability to work independently and collaboratively with cross-functional teams.
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