Specialist, Clinical Applications Support

Specialist, Clinical Applications Support

Join to apply for the Specialist, Clinical Applications Support role at Arch Well Health. Must be able to work PST/MST hours.

The Clinical Applications Support Specialist will act as a key contributor to the configuration and buildout of eClinical

Works for Arch Well Health. This role will actively partner and support end users across Arch Well Health’s markets, acting as a subject‑matter expert for core clinical applications. The ideal candidate will have experience with implementations of eClinical

Works in medium to large‑scale environments, be a strong communicator, and demonstrate flexibility in a growing and ever‑changing environment.

• Deliver support via eCW Virtual Support Line and Service Now ticketing platform to resolve incidents or fulfill requests from market end users.
• Onboard users in eClinical
  
  Works 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.
• Collaborate with the Information Technology team on Medical Devices, integrations and interfaces connected to eClinical
  
  Works.
• 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 to issues from market end users.

• Ability to build rapport with end users, excellent customer service, and 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.
• Partner 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 eClinical
  
  Works 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 eClinical
  
  Works upgrades, patches to eClinical
  
  Works, 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 eClinical
  
  Works 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 eClinical
  
  Works within a medium to large‑scale organization implementations of eClinical
  
  Works (including, but not limited to, eClinical
  
  Works builds, testing, go‑live support, optimizations) for providers and staff (front office and clinical).
• Minimum of one (1) year of experience managing eClinical
  
  Works issues from end users by resolving them on your own or by working with eClinical
  
  Works support.
• Knowledge of quality programs (MIPS, HEDIS, ACO, etc.) within eClinical
  
  Works preferred.
• Embodies and serves as a role model of Arch Well Health’s Values:
  • Be compassionate.
  • Strive for excellence.
  • Earn trust.
  • Show…